Document {{ORG_PREFIX}}-010

Customer Requirements & Contract Review Procedure

1. Purpose

This procedure covers the commercial front door of {{ORG_NAME}}: the channels customers use to reach us and we use to reach them (§3.1), the offer definitions every service is sold from (§3.2), the job-file review gate every quote, proposal, and contract passes on its way to signature (§3.3), and the variation handling that keeps a committed job's paperwork and people current when requirements move (§3.4). It operationalises the customer-focus commitments of quality-ohs-policy: {{ORG_NAME}} never promises what it has not first satisfied itself it can deliver, and what was promised is always traceable in the job file.

2. Scope

This procedure applies to every commercial commitment {{ORG_NAME}} makes for services within the IMS scope: enquiries, quotes, proposals, tenders, contracts, purchase orders, standing arrangements, and variations to any of them — whether initiated by the customer or by {{ORG_NAME}}, and regardless of value. It also covers the customer-communication channels that surround those commitments, including feedback and complaints intake.

It does not cover the delivery of the committed work (see operational-control-service-delivery-procedure, which picks up the job file this procedure creates) or the corrective-action handling of complaints once logged (complaints that reveal a nonconformity are linked from the Customer Feedback & Complaints register to the Nonconformity & CAPA Register and resolved through that process).

3. Procedure

3.1 Customer communication

{{ORG_NAME}} keeps its customer communication channels deliberately few and explicit, so nothing a customer tells us — and nothing we tell a customer — falls between roles:

Subject	Channel and practice	Responsible role
What we say we can do	Website, capability statements, and proposals describe the services offered, drawn from the definitions in product-market-offer-definitions; ad-hoc claims invented for one bid never appear	{{ROLE_QUALITY_MANAGER}} (content accuracy); {{ROLE_TOP_MANAGEMENT}} (release)
Winning the job	Enquiries, quotes, orders, and their amendments are handled in writing (email and the quote/proposal document); all inbound and outbound commercial correspondence is filed in the job file (§3.3, step 1). Where a job calls for contingency arrangements (for example, continuity requirements the customer has specified), the specific contingency actions are agreed in the proposal or contract and passed to those delivering the work	The staff member preparing the quote or proposal, under §3.3
Customer property in our hands	Where {{ORG_NAME}} holds or uses customer property (documents, data, samples, equipment, site access), its handling and any loss or damage is communicated to the customer through the job contact and noted in the job file	Job contact named in the job file
Running the job	Each job has a nominated contact point named in the proposal or contract; day-to-day delivery communication is retained in the job file	Job contact named in the job file
Hearing back, good or bad	Any worker who receives feedback or a complaint, by any channel, logs it in the Customer Feedback & Complaints register within [ORG-DECISION: logging timeframe, e.g. 2 working days]; complaints are acknowledged to the customer and tracked to Closed status	Receiving worker (logs); {{ROLE_QUALITY_MANAGER}} (triage, response, closure)

3.2 Requirements determination

No service reaches a customer's eyes, on the website, in a capability statement, or in a proposal, before it exists as a defined offer. {{ORG_NAME}} works this way because a quote written from scratch every time is a quote nobody can check, and because the people who deliver the work need to know what has been sold before the customer does.

{{ROLE_QUALITY_MANAGER}} writes each offer into product-market-offer-definitions: the market it serves, the jobs and outcomes that market values, how {{ORG_NAME}}'s offer satisfies them, and the claims made for it. The definition also carries the working detail nobody can price or staff a job without: the deliverable and the standard it is finished to, the verification steps built into the work, the safety preconditions the work does not start without, and the licences, permits, and approvals the service depends on. Whatever the law demands of the service, {{ORG_NAME}} builds into the definition and into the rate: {{ROLE_QUALITY_MANAGER}} settles this from the compliance-obligations process, with {{ROLE_OHS_COORDINATOR}} where WHS obligations bear on delivery, and {{ORG_NAME}} offers no service it is not licensed, permitted, or approved to perform. [NEEDS INPUT: the statutory and regulatory requirements applicable to each instantiating organisation's services; never assumed by this template.]

{{ROLE_TOP_MANAGEMENT}} signs the offer material off before it goes out, because what the material says becomes what the customer expects and what delivery has to produce. A turnaround time, an accreditation, a capability, or a volume {{ORG_NAME}} cannot deliver today and show it has delivered comes out of the copy rather than being reworded to sound safer.

Each defined offer is indexed in the Product & Market Offers register. An offer that is not defined there is not offered, and a definition changes when the offer it describes changes.

3.3 Review before commitment

No quote, proposal, tender, or contract is committed to — signed, accepted, or confirmed to the customer — until the review below is complete. The review is scaled to the job: for routine work matching a defined offer it is a short checklist pass by one person; for novel, high-value, or unusual-terms work it is a deliberate review meeting. [ORG-DECISION: the value and risk thresholds that determine which review level applies and who holds commitment authority at each level.]

Step	Action	Responsible role	Output / record
1	Open a job file for the opportunity in [ORG-DECISION: the organisation's job-file system and location]; file the enquiry and all commercial correspondence in it	Staff member preparing the quote or proposal	Job file opened
2	Build the requirement set from its sources. From the customer: everything the enquiry, tender, and correspondence ask for, through delivery and after it (handover, support, and what the customer expects once the work is done), together with needs no document states but the job cannot succeed without, judged from what the customer will actually do with the work. From the regulator: the statutory and regulatory requirements attaching to this job, starting from those identified for the offer in §3.2. From {{ORG_NAME}} itself: the offer's own requirements from §3.2	Staff member preparing the quote or proposal	Requirement set in the quote/proposal draft
3	A verbal brief is never enough on its own: where nothing in writing from the customer states what they want, email the scope, deliverables, and terms back to them as {{ORG_NAME}} understands them, and hold acceptance until the customer confirms that understanding in writing	Staff member preparing the quote or proposal	Confirmation email thread in the job file
4	Review against capability: does {{ORG_NAME}} have the capacity, competent people, equipment, and time to meet every requirement in the set, including any claims the proposal makes? Identify anything needing subcontracting or new capability, and price and plan for it	Reviewer per the [ORG-DECISION] thresholds above ({{ROLE_TOP_MANAGEMENT}} where no delegation applies)	Completed review: checklist or meeting note in the job file
5	Check the paper trail agrees with itself: any contract or order term that does not match the quote, or anything previously agreed, goes back to the customer and is settled in writing before {{ORG_NAME}} commits; a changed term is never absorbed silently	Reviewer, with {{ROLE_TOP_MANAGEMENT}} for commercial concessions	Resolution correspondence in the job file
6	Commit: the role holding commitment authority signs or confirms acceptance; the committed documents (final quote/proposal/contract and the review evidence from steps 3 to 5) are filed in the job file. Any service requirement that surfaced during review and is missing from the offer definition is fed back into §3.2 and the Product & Market Offers register	Role holding commitment authority per [ORG-DECISION] thresholds	Committed contract + review evidence in the job file; register update where a new requirement arose

Review evidence is kept scaled to the job, like the review that produces it: a routine job matching a defined offer may be evidenced by the completed checklist alone; a negotiated contract carries the full correspondence trail. The job file is the operational record in every case; there is no separate docs/records/ folder for pre-commitment reviews.

3.4 Changes to requirements

When the requirements for a committed job change — a customer variation, a regulatory change, or a change {{ORG_NAME}} initiates:

Step	Action	Responsible role	Output / record
1	Capture the change in writing and run the §3.3 review over the changed elements (capability, differences, confirmation), scaled to the size of the change	Job contact named in the job file	Variation correspondence in the job file
2	Get the change to the people it affects first, then make the paper trail agree: everyone delivering the job, subcontractors included, is told what changed before they next act on the old requirement, after which the quote/proposal/contract, the job scope, and any delivery planning documents affected are updated until no document in the job file still states the superseded requirement	Job contact named in the job file	Notification (email or briefing note) plus the amended documents, all in the job file

4. Records and Registers

Activity	Register (index)	Record (evidence)
Feedback and complaints (§3.1)	Customer Feedback & Complaints — one row per item, tracked Open → Responded → Closed, complaints linked to the Nonconformity & CAPA Register where corrective action is needed	The underlying correspondence, filed in the relevant job file
Defined offers and claims (§3.2)	Product & Market Offers — one row per offer, the live index of what is offered and to whom	The authoritative definitions in product-market-offer-definitions, which the register indexes
Pre-commitment review (§3.3)	—	Per-job operational records in the job file: the requirement set, confirmation correspondence, review checklist or meeting note, resolution trail, and the committed contract
Changes to requirements (§3.4)	—	Amended documents and awareness notifications in the job file

This procedure produces per-job evidence in job files rather than entries in a docs/records/ subfolder. Honest status: until the first quote or contract has actually been reviewed under this procedure and its evidence filed, this procedure has not run, and no register row or job file should suggest otherwise.

5. Exceptions

An exception to this procedure — most plausibly, mobilising urgent work on a customer's verbal go-ahead before the written review is complete — is requested from {{ROLE_TOP_MANAGEMENT}}, who may approve it only with a condition: the §3.3 review and written confirmation must be completed within [ORG-DECISION: exception completion window, e.g. 5 working days] of mobilisation, and the exception is noted in the job file. An approved exception applies to one job only and is not a standing arrangement.

No exception is available to: logging complaints in the Customer Feedback & Complaints register (§3.1), releasing offer material carrying a claim {{ORG_NAME}} cannot deliver today (§3.2), or committing to terms known to differ from what was quoted without resolving the difference (§3.3, step 5).

6. Related Documents

• quality-ohs-policy — the policy this procedure implements (implements frontmatter); its customer-focus commitments are discharged through the reviews and channels defined here.
• operational-control-service-delivery-procedure — takes over once commitment is made: it plans and controls delivery of the requirements this procedure confirmed, working from the same job file.

7. Revision History

Version	Date	Author	Description of Changes	Reviewed By	Review Date	Approved By	Approval Date
0.1	2026-07-16	{{ROLE_QUALITY_MANAGER}}	Initial draft	—	—	—	—

8. Document Control

Document	{{ORG_PREFIX}}-010
Type	Procedure
Version	0.1
Status	Draft
Owner	{{ROLE_QUALITY_MANAGER}}
Reviewer	{{ROLE_DOCUMENT_CONTROLLER}}
Approver	{{ROLE_TOP_MANAGEMENT}}
Next Review	2026-08-15
Classification	Internal

Held in the document frontmatter, mirrored to the Document Register.