scope:

KThis Standard applies to all LUL staff unless otherwise stated in their role to deliver a secure environment for the customer.

This Standard addresses and supports customer service delivery issues of:

• Security and use of security equipment;

• Station planning guidelines;

• Station décor, fixtures and fittings;

• Customer information;

• Sightlines, visual clutter and visual space planning;

• Amenities and facilities;

• Commercial facilities;

• Security incidents; and

• Personal security of customer-facing staff

insofar as they relate to customer personal security.

Purpose

The purpose of this Standard is to define LUL's requirements of its entire staff concerning the provision of competent customer service to deliver a secure environment for the customer.