Customer Service
Code: ANCMF-AU-GB-CS-01
Government Building
daily
AS/NZS 3733:1995
ISO 14001:2015
EN 13549:2001
ISSA Cleaning Standards
NEN 2075:2011
Daily Cleaning
Standard Risk
ISO Compliant
Objective
Ensure a clean, hygienic, and welcoming environment in the customer service area of a government building, adhering to Australian cleaning standards and workplace health and safety requirements.
Scope of Work
- Dusting of all surfaces including desks, counters, and shelves.
- Vacuuming of carpeted areas and mats.
- Mopping of hard floors.
- Sanitising of high-touch surfaces such as door handles, light switches, and customer service counters.
- Emptying and sanitising rubbish bins.
- Cleaning and polishing of glass surfaces and partitions.
- Spot cleaning of walls and doors.
- Ensuring all cleaning is conducted using colour-coded cleaning systems to prevent cross-contamination.
Method
- Begin by organising the cleaning trolley with all necessary supplies, ensuring colour-coded cloths and mops are used appropriately.
- Dust all surfaces using a microfibre cloth, starting from the highest point and working downwards.
- Vacuum all carpeted areas, paying special attention to corners and under furniture.
- Mop hard floors using a damp mop and appropriate cleaning solution, ensuring no excess water is left on the floor.
- Sanitise high-touch surfaces with a disinfectant spray and cloth, ensuring thorough coverage.
- Empty rubbish bins, replace liners, and sanitise the bin interior and exterior.
- Clean glass surfaces with a glass cleaner and microfibre cloth, ensuring no streaks remain.
- Conduct a final inspection to ensure all areas meet the quality criteria.
Equipment
- Microfibre cloths (colour-coded)
- Vacuum cleaner
- Mop and bucket (colour-coded)
- Cleaning trolley
- Disinfectant spray
- Glass cleaner
- Rubbish bin liners
Quality Criteria
| Performance Level | Criteria |
|---|
| Excellent | All surfaces are free of dust and marks; floors are spotless with no visible debris; glass surfaces are streak-free; high-touch areas are sanitised with no residue; rubbish bins are clean and odour-free. |
| Good | Minor dust on high surfaces; floors are clean with minimal debris; glass surfaces have minor streaks; high-touch areas are mostly sanitised; rubbish bins are clean with slight odour. |
| Pass | Noticeable dust on surfaces; floors have visible debris; glass surfaces have visible streaks; high-touch areas are partially sanitised; rubbish bins have noticeable odour. |
| Fail | Heavy dust accumulation; floors are dirty with significant debris; glass surfaces are heavily streaked; high-touch areas are unsanitised; rubbish bins are overflowing and malodorous. |
Documentation
- Cleaning Checklist: Digital or paper checklist to verify completion of all cleaning tasks
- Incident Reports: Documentation of any cleaning-related incidents, spills, or issues encountered
- Maintenance Records: Record any maintenance needs identified during cleaning (for reporting to maintenance team)
- Photos: Before and after photos as requested to document cleaning completion and quality