Laserfiche WebLink
<br />maintain regular service during street reconstruction project, regardless of access with no <br />additional compensation for service modifications. <br /> <br />6. Administration. The Contractor shall maintain an office equipped with telephones and staffed <br />with sufficient personnel to handle complaints, orders for special service, and/or to receive <br />instructions from the City. <br /> <br />a. The Contractor’s office shall be staffed from 8:00 a.m. to 4:30 p.m., Monday through <br />Friday (except holidays). <br /> <br />b. The City and the Contractor shall follow the following administrative procedures: <br /> <br />1. The City shall maintain a written log of all complaints received from residents. The <br />log will include the complaint date and the nature of the complaint. The complaints <br />shall be forwarded no later than the following business day to the Contractor by e-mail <br />or by phone. The Contractor will respond by e-mail or phone that the complaint has <br />been received. If the complaint is limited to a missed pick up, no further reporting <br />action is required of the Contractor. All other complaints must be investigated and a <br />suggested resolution communicated to the City within 24 hours or the next business day. <br />If suggested resolution is unsatisfactory the Contractor agrees to continue work with <br />the City to reach a reasonable solution. <br /> <br />2. The City will be responsible for taking all customer service calls from Little Canada <br />residents. This includes, but is not limited to, calls related to discontinuing/establishing <br />disposal service, temporary stops and starts in service, changes in container sizes <br />(including recycling), yard waste services, bulky item pick up services, appliance <br />pick up, and any at the door pick requests and complaints. Any call taken by the <br />Contractor for customers covered under this contract in which the customer is not <br />referred back to the City may be subject to a fine under the Liquidated Damages <br />portion of the contract. Liquidated damages may not be charged if the City is notified <br />by the hauler of the call prior to any service action being taken by the hauler. <br /> <br />3. The City will forward by e-mail or by fax all change of service requests to the <br />Contractor once a week. The transmission date will be such so that the service change <br />requested can be acted upon by the Contractor during that week of service. Failure by <br />the Contractor to schedule the weekly service change(s) may result in a fine under <br />the Liquidated Damages portion of the contract. An instance will be each change that is <br />not scheduled accordingly. <br /> <br />4. The Contractor shall keep complete and accurate records in accordance with generally <br />accepted accounting principals. Said records shall be available for the City’s inspection <br />with reasonable notice in order that the City can ensure compliance with relevant <br />contract terms and conditions. <br /> <br />5. The Contractor is responsible for providing the City with a contact(s) to handle all <br />daily communications. This contact person needs to be available to respond on the <br />same business day within a reasonable amount of time during the Contractor office <br />hours. <br /> <br />6. The Contractor shall provide notice to the City of any change of ownership of the <br />Contractor, and the Contractor shall provide the City with an affirmative undertaking <br />regarding this Contract by the buyer of the Company.