Customer Service
Code: ANCMF-AU-TH-CS-01
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 the Transportation Hub, adhering to Australian cleaning standards and workplace health and safety requirements.
Scope of Work
- Dust all surfaces including counters, desks, and electronic equipment.
- Sanitise high-touch areas such as door handles, telephones, and service counters.
- Vacuum carpeted areas and spot clean stains.
- Mop hard floors with appropriate cleaning solution.
- Empty and clean rubbish bins, replace liners.
- Clean glass surfaces including windows and partitions.
- Ensure all cleaning activities comply with colour-coded cleaning systems to prevent cross-contamination.
Method
- Prepare cleaning trolley with necessary equipment and supplies, ensuring compliance with colour-coded systems.
- Dust all surfaces using microfibre cloths, starting from high surfaces and working downwards.
- Sanitise high-touch areas using approved disinfectant, allowing appropriate contact time.
- Vacuum carpets using HEPA-filtered vacuum cleaner to minimise dust and allergens.
- Mop hard floors with a neutral pH cleaner, ensuring no residue is left.
- Empty rubbish bins, clean with disinfectant, and replace liners.
- Clean glass surfaces with streak-free glass cleaner and microfibre cloth.
Equipment
- Microfibre cloths
- HEPA-filtered vacuum cleaner
- Mop and bucket with wringer
- Colour-coded cleaning solutions and disinfectants
- Cleaning trolley
- Rubbish bin liners
- Glass cleaner
Quality Criteria
| Performance Level | Criteria |
|---|
| Excellent | All surfaces are visibly clean and free of dust, stains, and smudges. High-touch areas are sanitised with no residue. Floors are spotless with no debris. Rubbish bins are empty and clean. Glass surfaces are streak-free. |
| Good | Minor dust or smudges on surfaces. High-touch areas are sanitised but may have slight residue. Floors are clean with minimal debris. Rubbish bins are empty but may have slight odour. Glass surfaces have minor streaks. |
| Pass | Noticeable dust or smudges on surfaces. High-touch areas are sanitised but with visible residue. Floors have some debris. Rubbish bins are not overflowing but have noticeable odour. Glass surfaces have visible streaks. |
| Fail | Surfaces are visibly dirty with dust and stains. High-touch areas are not sanitised. Floors are dirty with significant debris. Rubbish bins are overflowing and dirty. Glass surfaces are heavily streaked. |
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