Common use of Customer Advocacy Clause in Contracts

Customer Advocacy. In certain situations, it may be necessary for I&R Contact Specialists to take additional steps to help customers obtain the services they need (i.e., making additional calls or other actions on behalf of the customer). AICs must establish a policy that explains when it is allowable for I&R Contact Specialists to conduct this type of advocacy assistance and when it would be necessary to involve supervisory staff. The policy must also address customer authorization and confidentiality issues. (More in-depth information on this requirement can be found in the AIRS Standards and Quality Indicators for Professional Information and Referral.)