Complaints to Franchisee. Franchisee shall maintain during office hours a complaint service satisfactory to the City Manager. All service complaints will be directed to the Franchisee. The Franchisee shall provide bilingual, Spanish-speaking customer service representatives. Copies of all complaints shall be given to the City Manager upon request. The Franchisee shall record all complaints, including date and time, complainant name and address, and nature and date and time of resolution of complaint. This log shall be available to the City.
