Rectification of faults
Service Quality Service Specification
If following an inspection of a Station Service or On-Train Service the Authority determines that there is a failure, the Operator will notify the Authority when the fault is rectified or alternatively the Authority will carry out a reinspection. The Authority will undertake sample audits on selected rectification notices for verification purposes. This can be completed by the Authority undertaking a re-inspection or requesting evidence of repair. If the verification inspection identifies a failure has not been rectified then the failure will remain for the reporting period.
The Operator is expected to rectify a failure within 5 working days. The Operator is required to notify the Authority by the period end of all rectified faults, where these failures will be recorded as a pass. Where a failure has been identified within week 4 of the period, the Operator is required to notify the Authority by the end of week 1 of the following period, where these failures will be recorded as a pass. Where a follow up inspection has not been completed by the Authority or notification of rectification has not been provided by the Operator a failure will remain for the reporting period.
Calculation of the Service Quality Score for each Reporting Period
At the end of each Reporting Period, the Authority shall score each Service Quality Benchmark in that Reporting Period and the Operator shall be awarded a Service Quality Score for that Reporting Period of:
- ‘Exceptional performance' (5) if the Operator achieves a cumulative score of not less than 193 for all the Service Quality Benchmarks in that Reporting Period;
- ‘Strong performance’ (4)’ if the Operator achieves a cumulative score not less than 172 and not greater than 192 for all the Service Quality Benchmarks in that Reporting Period;
- ‘Acceptable performance’ (3) if the Operator achieves a cumulative score not less than 150 and not greater than 171 for all the Service Quality Benchmarks in that Reporting Period;
- ‘Adequate Level’ (2) if the Operator achieves a cumulative score not less than 129 and not greater than 149 for all the Service Quality Benchmarks in that Reporting Period;
- ‘Unsatisfactory’ (1) if the Operator achieves a cumulative score of 128 or less for all the Service Quality Benchmarks in that Reporting Period.