Common use of Complaint Management & User Charter Clause in Contracts

Complaint Management & User Charter. 7.7.1 The Facility Manager shall, as a part of the SFMIS, be required to implement a complaint management system for receipt, lodging and logging of complaints from users of the Station Area, in respect of the SFM Project (and the Station Asset and Station Project Utilities). The complaint management system shall be implemented inter alia by means of helpdesk services at the Station, which shall give effect to the complaint procedure as set forth in Schedule 12 (Complaint Procedure), and the Facility Manager shall develop necessary infrastructure and deploy requisite personnel to enable the same. The complaint management system shall further be supplemented with requisite complaint boxes and registers within the Station Area alongwith necessary e-complaint platform such email, SMS, web based, mobile aps etc. 7.7.2 The complaint management system implemented by the Facility Manager shall (a) be fully interfaced and integrated with the prevailing complaint and monitoring mechanism of the MOR and/ or Railway Administration , and shall inter alia allow for seamless complaint reporting, registering and monitoring by way of the existing complaint and monitoring mechanism of the MOR and/ or Railway Administration; and (b) allow for the full range of the complaint reporting, registering and monitoring as contemplated under the said mechanism of the MOR and/ or Railway Administration. 7.7.3 Further, the Facility Manager shall publish and implement a charter articulating the rights and expectations of users of the Station Area (the “User Charter”) substantially in the form specified in Schedule 11 (User Charter). The Facility Manager shall at all times be accountable and liable to such users in accordance with the provisions of the User Charter and Applicable Laws.

Complaint Management & User Charter. 7.7.1 The Facility Manager shall, as a part of the SFMIS, be required to implement a complaint management system for receipt, lodging and logging of complaints from users of the Station Area, in respect of the SFM Project (and the Station Asset and Station Project Utilities). The complaint management system shall be implemented inter alia by means of helpdesk services at the Station, which shall give effect to the complaint procedure as set forth in Schedule 12 (Complaint Procedure), and the Facility Manager shall develop necessary infrastructure and deploy requisite personnel to enable the same. The complaint management system shall further be supplemented with requisite complaint boxes and registers within the Station Area alongwith necessary e-complaint platform such email, SMS, web based, mobile aps etc. 7.7.2 The complaint management system implemented by the Facility Manager shall (a) be fully interfaced and integrated with the prevailing complaint and monitoring mechanism of the MOR and/ or Railway Administration , and shall inter alia allow for seamless complaint reporting, registering and monitoring by way of the existing complaint and monitoring mechanism of the MOR and/ or Railway Administration; and (b) allow for the full range of the complaint reporting, registering and monitoring as contemplated under the said mechanism of the MOR and/ or Railway Administration. 7.7.3 Further, the Facility Manager shall publish and implement a charter articulating the rights and expectations of users of the Station Area (the “User Charter”―User Charter‖) substantially in the form specified in Schedule 11 (User Charter). The Facility Manager shall at all times be accountable and liable to such users in accordance with the provisions of the User Charter and Applicable Laws.

Complaint Management & User Charter. 7.7.1 The Facility Manager shall, as a part of the SFMIS, be required to implement a complaint compliant management system for receipt, lodging and logging of complaints from users of the Station Area, in respect of the SFM Project (and the Station Asset and Station Project Utilities). The complaint management system shall be implemented inter alia by means of helpdesk services at the Station, which shall give effect to the complaint procedure as set forth in Schedule 12 (Complaint Procedure), and the Facility Manager shall develop necessary infrastructure and deploy requisite personnel to enable the same. The complaint compliant management system shall further be supplemented with requisite complaint boxes and registers within the Station Area alongwith necessary e-complaint platform such email, SMS, web based, mobile aps etc. 7.7.2 The complaint management system implemented by the Facility Manager shall (a) be fully interfaced and integrated with the prevailing complaint and monitoring mechanism of the MOR and/ or Railway Administration , and shall inter alia allow for seamless complaint reporting, registering and monitoring by way of the existing complaint and monitoring mechanism of the MOR and/ or Railway Administration; and (b) allow for the full range of the complaint reporting, registering and monitoring as contemplated under the said mechanism of the MOR and/ or Railway Administration. 7.7.3 Further, the Facility Manager shall publish and implement a charter articulating the rights and expectations of users of the Station Area (the “User Charter”) substantially in the form specified in Schedule 11 (User Charter). The Facility Manager shall at all times be accountable and liable to such users in accordance with the provisions of the User Charter and Applicable Laws.

Complaint Management & User Charter. 7.7.1 The Facility Manager shall, as a part of the SFMIS, be required to implement a complaint compliant management system for receipt, lodging and logging of complaints from users of the Station Area, in respect of the SFM Project (and the Station Asset and Station Project Utilities). The complaint management system shall be implemented inter alia by means of helpdesk services at the Station, which shall give effect to the complaint procedure as set forth in Schedule 12 14 (Complaint Procedure), and the Facility Manager shall develop necessary infrastructure and deploy requisite personnel to enable the same. The complaint compliant management system shall further be supplemented with requisite complaint boxes and registers within the Station Area alongwith necessary e-complaint platform such email, SMS, web based, mobile aps etcArea. 7.7.2 The complaint management system implemented by the Facility Manager shall shall (ai) be fully interfaced and integrated with the prevailing complaint and monitoring mechanism of the MOR MoR and/ or Railway Administration , and shall inter alia allow for seamless complaint reporting, registering and monitoring by way of the existing complaint and monitoring mechanism of the MOR MoR and/ or Railway Administration; and (bii) allow for the full range of the complaint reporting, registering and monitoring as contemplated under the said mechanism of the MOR MoR and/ or Railway Administration. 7.7.3 Further, the Facility Manager shall publish and implement a charter articulating the rights and expectations of users of the Station Area (the “User Charter”) substantially in the form specified in Schedule 11 S chedule 13 (User Charter). The Facility Manager shall at all times be accountable and liable to such users in accordance with the provisions of the User Charter and Applicable Laws.