Common use of Supplier Review Clause in Contracts

Supplier Review. The Authority may conduct an appraisal of the Supplier twice each Contract Year (“Supplier Review”). The purpose of the Supplier Review shall be to evaluate the level of satisfaction of the Customers in the Supplier’s provision of the Gas Products and Additional Services and to identify areas for potential improvement to both the Authority’s, and the Supplier’s, provision of services to the Customers. The Authority shall assess the number of Complaints and Queries made by Customers against the Supplier as part of the Supplier Review. The Supplier agrees to immediately address and resolve all such Complaints and Queries to the Customer’s satisfaction (to the extent that any such Query or Complaint has not already been resolved in accordance with Paragraphs 9 and 10 of Schedule 5). To the extent that the Supplier Review identifies dissatisfaction with the Supplier’s performance of the Services or Additional Services which are not Complaints or Queries, the Supplier shall use all reasonable endeavours to resolve to the Authority’s and Customer’s satisfaction the cause of the dissatisfaction as soon as possible. Week ending [insert date] Call Service Level Total Calls Received Answered within 20 seconds Monday Tuesday Wednesday Thursday Friday Weekly Average Number of Complaints Week ending [insert date] Enquiries Week ending [insert date] Total Number of Enquiries Enquiries Unresolved % Resolved Aged Enquiries Unresolved over 3 months Previous New In Resolved Previous New In Resolved Enquiry Reasons Enquiry by Customer Process Process by Customer Week ending [insert date] Basket Sage Code Customer Name Supply Address Supply Postcode MPR Serial No AQ April?Oct? Lost/ Withdrawn COO Date Week ending [insert date] Confirmation Effective Date Objection Received Date Customer Name MPR Site AQ Objection Shipper Additional Information Objection 1 Date Chased Objection 2 Date Chased Objection 3 Billing - bills sent out timely within 1 month | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | % Enquiries waiting for third party response Total number of Enquiries Number of Customers Number of sites Number of meters Total AQ (kWh) MPRs Billed Commission Due

Supplier Review. The Authority may conduct an appraisal of the Supplier twice each Contract Year (“Supplier Review”). The purpose of the Supplier Review shall be to evaluate the level of satisfaction of the Customers in the Supplier’s provision of the Gas Products and Additional Services and to identify areas for potential improvement to both the Authority’s, and the Supplier’s, provision of services to the Customers. The Authority shall assess the number of Complaints and Queries made by Customers against the Supplier as part of the Supplier Review. The Supplier agrees to immediately address and resolve all such Complaints and Queries to the Customer’s satisfaction (to the extent that any such Query or Complaint has not already been resolved in accordance with Paragraphs 9 and 10 of Schedule 5). To the extent that the Supplier Review identifies dissatisfaction with the Supplier’s performance of the Services or Additional Services which are not Complaints or Queries, the Supplier shall use all reasonable endeavours to resolve to the Authority’s and Customer’s satisfaction the cause of the dissatisfaction as soon as possible. Week ending [insert date] Call Service Level Total Calls Received Answered within 20 seconds Monday Tuesday Wednesday Thursday Friday Weekly Average Number of Complaints Week ending [insert date] Enquiries Week ending [insert date] Total Number of Enquiries Enquiries Unresolved % Resolved Aged Enquiries Unresolved over 3 months Previous New In Resolved Previous New In Resolved Enquiry Reasons Enquiry by Customer Process Process by Customer Week ending [insert date] Basket Sage Code Customer Name Supply Address Supply Postcode MPR Serial No AQ April?Oct? Lost/ Withdrawn COO Date Week ending [insert date] Confirmation Effective Date Objection Received Date Customer Name MPR Site AQ Objection Shipper Additional Information Objection 1 Date Chased Objection 2 Date Chased Objection 3 Billing - bills sent out timely within 1 month | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | % Enquiries waiting for third party response Total number of Enquiries Number of Customers Number of sites Number of meters Total AQ (kWh) MPRs Billed Commission Due