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for special service, and /or to receive instructions from the City <br />a. The Contractor's office shall be staffed from 8:00 a.m. to 4:30 p.m., <br />Monday through Friday (except holidays). <br />b. The City and the Contractor shall follow the following administrative <br />procedures: <br />1. The City shall maintain a written log of all complaints received <br />from residents. The log will include the complaint date and the <br />nature of the complaint. The complaints shall be forwarded no <br />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 <br />the complaint has been received. If the complaint is limited to a <br />missed pick up, no further reporting action is required of the <br />Contractor. All other complaints must be investigated and a <br />suggested resolution communicated to the City within 24 hours or <br />the next business day. If suggested resolution is unsatisfactory <br />the Contractor agrees to continue work with the City to reach a <br />reasonable solution. <br />2. The City will be responsible for taking all customer service calls <br />from Little Canada residents. This includes, but is not limited to, <br />calls related to discontinuing /establishing disposal service, <br />temporary stops and starts in service, changes in container sizes <br />(including recycling), yard waste services, bulky item pick up <br />services, appliance pick up, and any at the door pick requests and <br />complaints. <br />3. The City will forward by e -mail or by fax all change of service <br />requests to the Contractor once a week. The transmission date will <br />be such so that the service change requested can be acted upon by <br />the Contractor during that week of service. <br />4. The Contractor shall keep complete and accurate records in <br />accordance with generally accepted accounting principals. Said <br />records shall be available for the City's inspection with reasonable <br />notice in order that the City can ensure compliance with relevant <br />contract terms and conditions. <br />5. The Contractor shall provide notice to the City of any change of <br />ownership of the Contractor, and the Contractor shall provide the <br />City with an affirmative undertaking regarding this Contract by <br />the buyer of the Company. <br />12 <br />