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The service required to be undertaken by the Contractor is to ensure that vehicle recovery, storage and disposal is undertaken with speed, dignity, sensitivity and professionalism. The Contractor will provide a 24-hour, 365 days a year (366 in a leap year) ‘one call’ message switching system and subsequent recovery service. The Contractor will be responsible for providing suitable resources to achieve a fast, efficient recovery from the scene. Police Scotland will pass to the Contractor’s Call-Handler the essential details of any incident with location, vehicle(s) involved (including owner details) and the reason for the recovery. The Contractor will provide sufficient Recovery Operators to be able to attend the scene of a recovery anywhere in the Force area normally within 30 minutes in respect of light vehicle recovery and one hour for heavy vehicle recoveries of being notified unless there are exceptional circumstances causing a delay, e.g. severe weather conditions or geographical area. The Contractor shall ensure the appointed Recovery Operators carry out the requirements of the Scheme with due diligence and in a professional and workmanlike manner, carry out recovery and park
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