Assessment
Services Panel
Contract
Version 5.0User Guidelines
December 2014
Assessment Services Panel Contract
Assessment Services Panel Contract
Status Active Document number G2014_010
File number A2102161
Application
Public Service Departments
Public Service Executive Agencies related to Departments Public Service Separate Agencies
Government Sector Agencies State Owned Corporations Category Recruiting & Staffing
Summary
A Panel Contract of service providers has been established by the Public Service Commission offering a suite of assessment tools and services for recruitment and development purposes.
Publication date 2/06/2014 Review / Cancellation date n/a
Author Public Service Commission Previous Reference n/a
Contact for enquiries Refer to section 3.4
Revision History
Version Date Summary of changes
2.0 5/8/14 Service Provider added to list in Category 2.
3.0 17/9/14 Onetest name change to Revelian.
4.0 03/12/14 Removal of Wasabi Waiter in Category 1.
Assessment Services Panel Contract
1 Overview ... 4
1.1 Key Features ... 4
1.2 Buy from the Contract ... 4
2 What's covered by the Contract ... 5
2.1 Category 1 - Psychometric Assessments ... 5
2.2 Category 2 - Pre-employment Checks and Screening Services... 5
2.3 Category 3 - Design and Provision of Assessment Tools ... 6
2.4 Category 4 - Design and Delivery of Assessment Centres for Recruitment and/or Development ... 6
2.5 Category 5 - Consulting and Advisory Services ... 7
3 General Information ...8
3.1 How long will the Panel Contract operate for? ... 8
3.2 Agency evaluation of supplier performance ... 8
3.3 Performance reporting by the supplier... 8
3.4 Further Information ... 8
Appendix 1 Summary of psychometric assessments and service providers: Category 1 ... 9
Appendix 2 Pre-employment checks and screening services: Category 2 ... 12
Appendix 3 Design and Provision of Assessment Tools: Category 3 ... 14
Appendix 4 Design and Delivery of Assessment Centres for Recruitment and Development: Categories 4A and 4B ... 15
Appendix 5 Consulting / Advisory Services: Category 5 ... 16
Appendix 6 Customer Contract Order Template ... 17
Customer Contract Order Template (Services)... 18
Customer Contract Price Schedule (Services) ... 20
Invoicing Requirements Schedule ... 21
Overview
1 Overview
The Public Service Commission (PSC) has established a panel contract of service providers who offer a suite of assessment tools and services aligned to the NSW Public Sector Capability Framework. Agencies can draw upon service providers on this Contract to provide a suite of capability-based assessments to meet specific assessment needs for recruitment and development purposes.
1.1
Key Features
Supports the Government Sector Employment Act 2013 and the Government Sector Employment Rules 2014.
Ensures assessments/tools designed align to the NSW Public Sector Capability Framework.
Offers a wide selection of service providers who have been evaluated based on their capability, capacity and overall value for money to undertake a range of assessment services to meet the needs of the majority of agencies within each of the following service categories:
Category 1: Psychometric Assessment
Category 2: Pre-employment Checks and Screening Services Category 3: Design and Provision of Assessment Tools
Category 4: Design and Delivery of Assessment / Development Centres Category 5: Consulting / Advisory Services
1.2 Buy from the Contract
Agency recruitment and development activities will involve the design and selection of assessment methods that measure all capabilities applicable to a role. However, whilst service providers have been evaluated and selected based on services that will meet the needs of the majority of agencies, it is important that you do your own homework and clearly state your agency’s specific requirements when seeking quotes.
Agencies can seek services directly from the service providers on the basis of the rates provided in the Price Book (available through NSWBuy or agency network partners). The rates in the Price Book are firm for a three year period of the Agreement, that is, the contracted rates cannot be increased at any time during this period. However, agencies can seek more favourable rates by seeking a quote or conducting a Request for Quotation (RFQ) process for specific requirements or services within each category.
The Price Book also contains a few scenario examples with “All Inclusive Prices”. These scenario prices are for guidance only. Agencies can seek quotes or conduct an RFQ process for their specific scenario based requirements. Agencies should note that when seeking scenario based quotes, they should detail the scope of their requirements and conditions; seek better than contracted rates and hours of work required so as to calculate the total scenario price. The rates for scenario based quotes must not be more than the contracted rates listed for the relevant category.
To place an order for services with a supplier, your agency will need to complete a Customer Contract Order. A Customer Order Template has been developed and is attached at Appendix 6 and is also available on ProcurePoint. It is important that the Customer Order includes the deliverables, contract price, the term of the engagement for each order as well as the rates for the specific services. Each order placed will create a separate Customer Contract for the supply of services specified in that Order. The template can be amended to suit your agency’s specific business requirements.
ProcurePoint is the central location for all NSW Procurement. Information about approved service providers, tools and services available for use under the Assessment Services Panel Contract is detailed on the ProcurePoint website at
What's covered by the Contract
2 What's covered by the Contract
2.1 Category 1 - Psychometric Assessments
The establishment of this Contract involved an evaluation of all psychometric assessments offered by service providers. This evaluation, carried out by the PSC, included a review of the psychometric properties of each test including internal consistency; construct validity; and predictive validity. Only those tests endorsed by the PSC can be used under this Contract.
It has been decided that the roll-out of psychometric assessments across the government sector will be conducted in a phased approach. This will allow agencies who are not experienced in selecting tests to become familiar with some of the more common test types, without being overwhelmed by the full range of test types available. The first phase includes some of the more common tests – specifically, cognitive ability tests (verbal, numerical and abstract reasoning only) and personality questionnaires which cover capabilities that are core for many roles within agencies. Phase two will see the introduction of other generic psychometric assessments such as emotional intelligence tests.
For this category, the service provider will brief assessment panels regarding the psychometric assessments that they offer to ensure that they are used correctly and that the results are able to be interpreted by the end user. Service providers also offer (at a cost) the provision of candidate feedback services either face-to-face, over the phone, or a combination of both.
If a selection panel requires assistance on how to select an appropriate psychometric assessment, they can seek advice from their own agency HR professional or from a service provider on the Panel Contract. Agencies will receive a summary report of how the candidate performed against the capabilities that were assessed.
Appendix 1 lists the thirty-nine different psychometric assessments which have been approved for use in Phase 1 under this contract.
2.2 Category 2 - Pre-employment Checks and Screening Services
Pre-employment and screening services should be fit-for-purpose to the role or role type being recruited.
Essential requirements for a role are listed in the relevant role description and are determined by the employer as being necessary for performing the duties of the role to which the person will be assigned. Service providers can screen for essential requirements including:
Qualifications
Licencing/Registration
Functional or physical capability assessments Professional or Financial Sanctions
Background checking services (including criminal records and bankruptcy and immigration status checks) As well as providing checks for essential requirements, agencies can engage a service provider under the Contract to undertake:
Telephone Interviewing and shortlisting Reference checking
Verification of identity
Confirmation of previous employment
Please refer to Appendix 2 for a summary of service categories and service providers. Note that some service providers only offer some of the abovementioned services. Refer to ProcurePoint for the full details of service providers and the services offered in this category.
What's covered by the Contract
2.3 Category 3 - Design and Provision of Assessment Tools
Service providers can be engaged to design bespoke assessment tools such as: Work sample assessments
Presentations Group activities Role plays
Behavioural based interview questions 360 degree feedback surveys
Tailored referee reports
All assessment tools should be selected and/or designed to enable assessment of specific capabilities and the assessment panel should be aware of which tools will inform about which capabilities.
It is important that the Assessment Panel is briefed by the provider regarding the approach and use of the tools to ensure they are administered correctly. Further, the provider should provide individual written reports for each candidate and, ideally, also verbally brief the Selection Panel following the completion of the assessment.
Please refer to Appendix 3 for a summary of service categories and service providers. Refer to ProcurePoint for the full details of service providers and the services offered in this category.
2.4 Category 4 - Design and Delivery of Assessment Centres for
Recruitment and/or Development
Assessment centres use multiple evaluation techniques, such as various types of job-related simulations, and may include interviews and psychometric assessments. Assessment centres all include the following features:
The assessment centre is designed and administered by a qualified organisational psychologist with extensive experience in behavioural assessment methods.
Multiple assessment techniques are used to assess the full range of capabilities for the role. Multiple qualified assessors observe the performance of each candidate.
Qualified assessors come from the following groups: Registered Psychologists; HR/assessment professionals with relevant experience/certification; and/or job specialists (from the recruiting agency or other relevant
organisation) who have been trained in assessment centre methodology and protocols. (Suppliers must provide information relating to qualifications and experience of assessors to agencies prior to the commencement of each assignment).
Assessment panels are gender-balanced, representative of diversity groups where appropriate
Assessment approach sensitive to the needs of diversity groups in particular for Aboriginal, disability and non-English speaking background roles.
Applicant information packages and instructions are standardised to ensure each candidate is given the same information throughout the process.
Candidates are provided with information regarding the assessment process.
A standardised process is undertaken with all candidates participating in the assessments under the same conditions. This includes timed components of assessment tasks where applicable.
Assessors systematically record specific behavioural observations based on a set of behavioural indicators for each capability.
Allowances for reasonable adjustments are made for candidates as required.
Overall results are determined through pooling of information or through a statistical integration process. Feedback is made available to candidates upon request.
Content of assessment tools is varied between campaigns.
All service providers will include the abovementioned elements when designing assessment centres for recruitment or development.
Any new assessor/s must be fully briefed on the assessment methodology prior to commencement of an assignment. Assessors must be available to attend procedural training such as code of conduct, merit selection or assessor calibration sessions at no added cost to the agency.
What's covered by the Contract
Note that service providers also offer on-site facilities/room hire for conducting assessments including some in regional locations. Refer to the price book for details including location, facilities, room capacity and cost.
Please refer to Appendix 4 for a summary of service categories and service providers. Note that some service providers only offer some of the abovementioned services (ie assessment centres for recruitment and/or development). Refer to ProcurePoint for the full details of service providers and the services offered in this category.
2.5 Category 5 - Consulting and Advisory Services
Service providers in this category offer independent and unbiased advice or assistance to support agencies in selecting the most appropriate capability based assessments to enhance recruitment and selection or staff development activities. Consultation can be via the phone or on-site with the client and is charged at an hourly rate or daily rate.
Please refer to Appendix 5 for a summary of service providers in this category. Refer to ProcurePoint for the full details of service providers in this category.
General Information
3 General Information
3.1 How long will the Panel Contract operate for?
The Assessment Services Panel Contract was awarded on 1 May 2014 and will be in place for a term of three years with two extension options of one year.
3.2 Agency evaluation of supplier performance
The PSC will periodically evaluate the effectiveness of assessment processes and services provided by each supplier to ensure that they are adhering to the conditions set out in the Contract, and to update supplier services. To assist with this, agencies will be requested to complete an Assessment Services Panel Contract Performance Evaluation form. This evaluation form will be sent electronically to those agencies who use the Contract.
3.3 Performance reporting by the supplier
Service providers are to submit bi-annual reports to the Public Service Commission confirming usage and expenditure under this contract. Details of the report will include: Date of order; customer placing order and location; service description; unit of measurement of service; price paid per line item; and total invoiced amount.
3.4 Further Information
Further information can be obtained from the NSW Procurement Client Support Centre on 1800 679 289 or email [email protected].
For any general questions about the Assessment Services Program, please contact your agency network partner, or alternatively, please email the NSW Public Service Commission at [email protected].
In addition, any recruitment or development policy questions can be directed to the Public Service Commission. You will also find some Frequently Asked Questions (FAQs) and Assessment Services Fact Sheets on the PSC website at http://www.psc.nsw.gov.au/Sector-Support/Recruitment.
Appendix 1
Appendix 1
Summary of psychometric assessments and service providers: Category 1
Test Category Description Test Name Test Providers
Abstract
Reasoning Ability to understand abstract logical problems and use new information outside the range of previous experience.
Differential Aptitude Test -
Abstract Manpower Group
Elements Logical Hay Group; HOBAN
Recruitment; Talent 2; Chandler Macleod General Reasoning Abstract
Test Beilby Corporation
Graduate Reasoning Abstract
Test Beilby Corporation
Matrigma Peter Berry Consultancy
Revelian Abstract Reasoning
Test Manpower Group; Revelian
Ravens Advanced
Progressive Matrices NSW Business Chamber; Inspirational Workplaces; Manpower Group; Chandler Macleod
Ravens Standard Progressive
Matrices Manpower Group; NSW Business Chamber Verify Inductive Reasoning SHL (CEB); Chandler
Macleod; Hudson; Manpower; People Measures
Numerical
Reasoning Ability to use numbers in a logical and efficient way.
Differential Aptitude Test –
Numerical NSW Business Chamber; Manpower Group
Elements Numerical Hay Group; HOBAN
Recruitment; Talent 2; Chandler Macleod General Reasoning
Numerical Test Beilby Corporation
Graduate Reasoning
Numerical Test Beilby Corporation
Numerical Analysis Aptitude Randstad; Chandler Macleod Revelian Numerical
Reasoning Test Manpower Group; Revelian
Verify Numerical Reasoning Hudson Global Resources; SHL (CEB); Manpower Group; Inspirational Workplaces; Chandler Macleod; People Measures
Advanced Numerical
Appendix 1
Test Category Description Test Name Test Providers
Aspects Ability Numerical Hay Group; Chandler Macleod Verbal
Reasoning Basic vocabulary, verbal fluency and the ability to reason using words.
Adaptive Profile Reasoning AON Hewitt
Aspects Ability Verbal Hay Group; Chandler Macleod Differential Aptitude Test –
Verbal NSW Business Chamber; Manpower Group
Elements Verbal Hay Group; HOBAN
Recruitment; Talent 2; Chandler Macleod General Reasoning Verbal
Test Beilby Corporation
Graduate Reasoning Verbal
Test Beilby Corporation
Revelian Verbal Reasoning
Test Manpower Group; Revelian
Verify Verbal Reasoning Hudson Global Resources; Manpower Group; Chandler Macleod; SHL (CEB); People Measures
Watson-Glaser Critical
Thinking Appraisal Inspirational Workplaces; Manpower Group; NSW Business Chamber Cognitive: Abstract, Numerical and Verbal Reasoning A test of abstract, numerical and verbal reasoning ability.
Revelian Cognitive Ability
Test Chandler Macleod; HOBAN Recruitment; Manpower Group; Revelian
Personality Personality tests measure an individual’s relatively stable behavioural tendencies and preferences within an occupational context.
15 Factor Questionnaire Plus Beilby Corporation 16 Personality Factors HOBAN Recruitment;
Revelian ADEPT Personality
Assessment AON Hewitt
Dimensions Hay Group; HOBAN
Recruitment; Talent 2; Chandler Macleod
Hogan Personality Inventory HOBAN Recruitment; Hudson Global Resources; Manpower Group; Peter Berry
Consultancy; People Measures; Chandler Macleod
Occupational Personality
Profile Beilby Corporation
Occupational Personality
Appendix 1
Test Category Description Test Name Test Providers
Chandler Macleod; TestGrid; Randstad; People Measures SOSIE (2nd Generation) NSW Business Chamber
Appendix 2
Appendix 2
Pre-employment checks and screening services: Category 2
Service Service Providers
Reference Checking Beilby Corporation; Clarius Group; CompuTracts;
Executive Intelligence Group; Futurestep; HOBAN Recruitment; Hudson Global Resources; Locher; Manpower; NSW Business Chamber; people2people recruitment; People Check; Randstad; The Recruitment Management Company; The Personnel Risk Management Group; Chandler Macleod
Shortlisting Beilby Corporation; Clarius Group; CompuTracts;
Futurestep; HOBAN Recruitment; Hudson Global Resources; Locher; Manpower; NSW Business Chamber; people2people Recruitment; Randstad; The Recruitment Management Company; Chandler Macleod
Telephone Interviewing Beilby Corporation; Clarius Group; CompuTracts; Futurestep; HOBAN Recruitment; Hudson Global Resources; Locher; Manpower; NSW Business Chamber; people2people Recruitment; Randstad; The Recruitment Management Company; Chandler Macleod
Physical/Functional Assessment Beilby Corporation; Clarius Group; CompuTracts;
HOBAN Recruitment; Locher; Manpower; NSW Business Chamber; people2people Recruitment; People Check; Randstad; The Recovre Group; Chandler Macleod, Medibank Health Solutions
National Criminal History Check Beilby Corporation; Clarius Group; CompuTracts; First Advantage; HOBAN Recruitment; Hudson Global Resources; Locher; Manpower; NSW Business Chamber; people2people Recruitment; People Check; Randstad; The Personnel Risk Management Group; Chandler Macleod
NSW State Criminal History Check Beilby Corporation; Clarius Group; Executive Intelligence Group; Executive Intelligence Group; HOBAN
Recruitment; Hudson Global Resources; Locher; Manpower; NSW Business Chamber; people2people recruitment; Randstad; Chandler Macleod
Overseas Criminal History Check Beilby Corporation; Clarius Group; CompuTracts; Executive Intelligence Group; Hudson Global Resources; Locher; Manpower; NSW Business Chamber;
people2people Recruitment; Randstad; Chandler Macleod Professional or Financial Sanctions Check Beilby Corporation; Clarius Group; CompuTracts; First
Appendix 2
Service Service Providers
Management Group; Randstad; Chandler Macleod Credentials and Registration Check Beilby Corporation; Clarius Group; CompuTracts; First
Advantage; Hudson Global Resources; Locher; Manpower; NSW Business Chamber; people2people recruitment; People Check; The Recruitment
Management Company; The Personnel Risk Management Group; Randstad; Chandler Macleod
Verification of Identity Beilby Corporation; Clarius Group; CompuTracts; First Advantage; HOBAN Recruitment; Hudson Global Resources; Locher; Manpower; NSW Business Chamber; people2people recruitment; People Check; The
Recruitment Management Company; The Personnel Risk Management Group; Randstad; Chandler Macleod Verification of Academic Qualifications Beilby Corporation; Clarius Group; CompuTracts;
Executive Intelligence Group; First Advantage; HOBAN Recruitment; Hudson Global Resources; Locher; Manpower; NSW Business Chamber; people2people recruitment; People Check; The Recruitment
Management Company; The Personnel Risk Management Group; Randstad; Chandler Macleod
Bankruptcy Check Beilby Corporation; Clarius Group; CompuTracts; First
Advantage; Hudson Global Resources; Locher; Manpower; NSW Business Chamber; people2people recruitment; People Check; The Personnel Risk Management Group; Randstad; Chandler Macleod
Licence Check Beilby Corporation; Clarius Group; CompuTracts;
Executive Intelligence Group; First Advantage; Hudson Global Resources; Locher; Manpower; NSW Business Chamber; people2people recruitment; People Check; Randstad; Chandler Macleod
Confirmation of Previous Employment Beilby Corporation; Clarius Group; CompuTracts; First Advantage; HOBAN Recruitment; Hudson Global Resources; Locher; Manpower; NSW Business Chamber; people2people recruitment; People Check; Randstad; The Recruitment Management Company; The Personnel Risk Management Group; Chandler Macleod
Appendix 3
Appendix 3
Design and Provision of Assessment Tools: Category 3
Service Service Providers
Work sample assessments Presentations
Group activities Role plays
Behavioural based interview questions 360 degree feedback surveys
Tailored referee reports
Randstad Pty Ltd; Hoban Recruitment Pty Ltd; Clarius Group Limited; Chandler Macleod Group Limited; Beilby Corporation Pty Ltd; The Recruitment Management Company; Bendelta Pty Ltd; Hay Group Pty Ltd; Futurestep (Australia) Pty Ltd; People2people Recruitment Pty Ltd; Locher & Associates Pty Ltd; Hudson Global Resources (Aust) Pty Ltd; Manpower Services (Australia) Pty Ltd; SHL Australia Pty Ltd (CEB); People Measures Pty Ltd; NGS Global; Peter Berry Consulting; Aon Hewitt Pty Ltd
Appendix 4
Appendix 4
Design and Delivery of Assessment Centres for Recruitment and
Development: Categories 4A and 4B
Service Service Providers
Design and Delivery of Assessment Centres for both Recruitment and Development
Beilby Corporation; Bendelta; Clarius Group; DDI; Futurestep; Assess Plus; HOBAN Recruitment; Hudson Global Resources; Locher & Associates; People
Measures; Peter Berry Consulting; Randstad; The Recruitment Management Company; Chandler Macleod Design and Delivery of Assessment
Appendix 5
Appendix 5
Consulting/Advisory Services: Category 5
Service Service Providers
Consulting / Advisory Services Aon Corporation Australia Pty Ltd; Beilby Corporation Pty Ltd; Bendelta Pty Ltd; Clarius Group Limited; First Advantage Australia Pty Ltd; Futurestep (Australia) Pty Ltd; Assess Plus; Hay Group Pty Ltd; Hoban Recruitment Pty Ltd; Hudson Global Resources (Aust) Pty Ltd; Locher & Associates Pty Ltd; Manpower Services (Australia) Pty Ltd; People2people Recruitment Pty Ltd; People
Measures Pty Ltd; Peter Berry Consultancy Pty Ltd; Randstad Pty Ltd; The Recruitment Management Company Pty Ltd; Talent2 International Ltd; Test Grid (Aust) Pty Ltd; Chandler Macleod Group Limited
Appendix 6
Appendix 6
Customer Contract Order Template
CUSTOMER CONTRACT DETAILS
Commencement Date: Term:
Delivery Address:
Proof of Delivery required:
YES
NO Details: Site address:
ADDITIONAL TERMS AND CONDITIONS
SIGNED by #NAME OF AUTHORISED
REPRESENTATIVE# as authorised
representative for #NAME OF ELIGIBLE
CUSTOMER# in the presence of:
... Signature of witness
... Name of witness (block letters)
) ) ) ) ) ) ) ) ) ) ) ) ) ...
By executing this agreement the signatory warrants that the signatory is duly authorised to execute this agreement on behalf of #NAME OF ELIGIBLE
Appendix 6
Customer Contract Order Template (Services)
ORDER DETAILS
Services The Services (including any Milestones) to be provided will be described in the attached Customer Contract Price Schedule, or other reference schedule Service Period From [insert](Commencement Date) to [insert ](Contract End Date) unless
terminated earlier in accordance with this Agreement.
Deliverables The Deliverables to be provided as part of the Services will be described in any Customer Contract Supply Schedule or reference schedule
Supplier Personnel
[Insert details of Supplier’s Personnel]
Customer Materials Background Intellectual Property Rights (IPRs)
IPRs owned by each party prior to this Agreement and made available for the purpose of providing the Services, including the following specific IPRs to be used under this Agreement:
Customer Background IPRs: Supplier Background IPRs:
Fees All fees are exclusive of GST and are to be billed in AUD.
Payment invoicing dates Fee due
Approved expenses:
Supplier’s expenses payable by the Customer:
Special Terms
Appendix 6
SIGNED by #NAME OF AUTHORISED
REPRESENTATIVE# as authorised
representative for #NAME OF ELIGIBLE
CUSTOMER# in the presence of:
... Signature of witness
... Name of witness (block letters)
) ) ) ) ) ) ) ) ) ) ) ) ) ) ... By executing this agreement the signatory warrants that the signatory is duly authorised to execute this agreement on behalf of #NAME OF
20 20 H EAD A G REEM ENT H EAD A G REEM ENT
Attach to order:
Customer Contract Price Schedule (Services)
Services Deliverable Contract Price (excluding GST) Performanc
e Timeframe Invoice Timing Service Category Item Code Specific Services Order
[Insert Category of Services – e.g. Psychometric Assessments] [Insert item code (if applicable)]
[Insert broad description of services – e.g. Occupational Personality Questionnaire and Standard Computer Generated Report]
[Insert quantity of deliverables – e.g. number of tests completed and reports generated] [Insert price] [Insert performance timeframe - e.g. 1-2 business days] [Insert when invoicing is to occur - e.g. when all ordered services have been completed]
Appendix 6
ATTACH TO ORDER:
Invoicing Requirements Schedule
1.
Invoicing
1.1 Invoice Timing
1.1.1 The Supplier will issue and invoice for the Contract Price in accordance with the Invoice Timing or if there is no Invoice Timing established for the relevant Goods or Services, then:
(a) in respect of Goods, on delivery of all Goods under that Customer Contract; and (b) in respect of Services, on completion of all Services under that Customer Contract, unless otherwise agreed in writing by the Customer.
1.2 Correctly rendered invoice
1.2.1 For the purposes of the Customer Contract, an invoice is not correctly rendered unless: (a) the invoice is a Tax Invoice;
(b) the Supplier is entitled to issue the invoice under C 5 (Invoice Timing);
(c) the amount claimed in the invoice is correctly calculated under the Customer Contract;
(d) the invoice includes the relevant Customer purchase order number, cost centre number and general ledger code and is addressed to the Customer Representative and set out in a manner that identifies the Customer Contract, the Goods and/or Services which the invoice covers and itemises each amount claimed, to a level of detail satisfactory to the Customer acting reasonably;
(e) the invoice is accompanied by documents that adequately demonstrate to the Customer the Goods supplied, the Services that were performed and the basis on which the amounts are claimed.