Required Response to Complaints. The Contractor, within one (1) Business Day of its receipt of 921 notice from a Customer or the County Contract Manager of a failure to provide any service(s) as 922 required by the terms of this Agreement, shall provide such service in a manner consistent with 923 the requirements of this Agreement.
Required Response to Complaints. The Contractor, within one (1) Business Day of its receipt of 2365 notice from a Customer or the County Contract Manager of a failure to provide any service(s) as 2366 required by the terms of this Agreement, shall provide such service in a manner consistent with the 2367 requirements of this Agreement. 2368 C. SB 1383 Noncompliance Complaints. For complaints received in which the complainant alleges that 2369 an entity is in violation of SB 1383 requirements, Contractor shall document the information listed 2370 in Exhibit D.2.D and provide the complainant with the contact information for the County Contract 2371 Manager for further handling of the complaint. Contractor shall notify in writing the County within 2372 three (3) days of receipt of such complaint, including a brief complaint report with the information 2373 collected during the call. Contract shall maintain a record of all complaints received in the calendar 2374 month and submit this information in accordance with Exhibit D. 2375 Section 10.3: Accounting and Records 2376 A. Maintenance and Audit of Accounting Records. The Contractor shall maintain in its principal office 2377 in the County full and complete financial statements and accounting records for the operations 2378 under this Agreement. Said financial statements and accounting records shall only pertain to the 2379 operations under this Agreement and they may not contain any information from an ancillary 2380 business. Contractor shall account for the specific revenues received and expenses incurred as a 2381 result of this Agreement separate from the accounting for other operations performed by 2382 Contractor or its affiliates. Revenues and expenses shall be broken down in a manner approved by 2383 the County Contract Manager in writing and at a minimum the break down shall clearly show the 2384 expenses and revenues to provide solid waste residential service and commercial services. The 2385 gross receipts derived from the Collection Services under this Agreement, whether such services 2386 are performed by the Contractor or by a Subcontractor, shall be recorded as revenues in the 2387 accounts of the Contractor. Upon demand, the Contractor shall permit the County Contract 2388 Manager to examine and audit the books of account of the Contractor at any and all reasonable 2389 times for the purpose of verifying Contractor’s performance under this Agreement. Upon request, 2390 the Contractor shall allow the County Contract Manager t...
Required Response to Complaints. Franchisee, within twenty-four (24) hours of its receipt from a customer or the City of a failure to provide Franchise service as required by the terms of this Franchise, shall collect such solid waste materials, provided such solid waste materials are in containers, and have been placed in City-approved collection locations. Missed pick-ups that are called in by 12:00 p.m. shall be picked up on the same day; missed pick-ups called in after 12:00 p.m. shall be picked up no later than the following day. For service complaints, Franchisee shall have forty-eight (48) hours to resolve or attend to the complaint. Franchisee customer-service representatives shall call customers after complaint resolution to confirm that the results are satisfactory. Where a particular complaint cannot be amicably resolved, the matter may be referred by Franchisee or customer to the City Manager. The City Manager or his or her designee, shall take such steps as may be necessary to conduct an adequate investigation of the circumstances surrounding such complaint, and based thereon resolve the dispute. The City Manager’s decision with reference thereto shall be binding upon the parties to the dispute and shall be final and conclusive.
