Compliance Monitoring

The Association needed to be able to demonstrate that it is actively monitoring its Members’ compliance with the Customer Service Standards which are a condition of membership of the Association.

A formal monitoring procedure has therefore been developed that is appropriate to the needs of the Association and is manageable within available resources.

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All Members are required to complete and submit to the Secretary a Monitoring Form on an annual basis. The form is designed around the Customer Service Standards and is intended as a check list to remind members of the standards and to prompt internal company consideration of the adequacy of their procedures and application. The form has to be signed by a Director of the Member Company

To augment the information reported on the form, each year a 10% random sample of Members are selected to be visited by the Secretary and/or Chairman for the purpose of carrying out an audit of their procedures. Ad hoc audits may be instituted if prompted by reports of a member’s poor performance. The results of these audits are kept confidential unless disciplinary action under the NSA constitution is considered justified.

Among the areas monitored are that:-

  • Prior written statement/quotation supplied to customer (Except in emergency cases) {1b)}
  • Operational vehicles marked with Company name {1c)}
  • All employees carry identity card with photo and Company contact phone number. {1d)}
  • Health & Safety Policy established & displayed in Company office(s). {1g)}
  • Employees’ training up to date & records maintained {1h)}
    • e.g. Use of Breathing Apparatus
    • Confined Space Entry
    • NR&SW Act units
    • OS 19, 20, 21, 22
    • High Pressure Water Jetting

Procedures are in place for:

  1. ensuring that equipment is serviced and calibrated correctly. 
  2. recording and dealing with Customer Complaints  
  3. monitoring quality of service. 

{   } refer to the appropriate clause in the Customer Service Standards