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July 15, 2024 Page 20 City of San Leandro/ACI Franchise Agreement Contractor not less than five (5) working days prior to training. During the training, a City-specific 762 Collection service and Rate information sheet, training agenda, and associated documentation shall 763 be provided to and discussed with employees. Contractor shall include information sheet, training 764 agenda, and associated documentation for each Customer service representative training in the 765 quarterly reports provided in accordance with Exhibit D. 766 The Contractor shall notify the City Contract Manager of the date and time of the scheduled 767 Customer service training sessions and the City Contract Manager may, at its option, attend the 768 meetings. 769 Upon request by the City Contract Manager but not more than two (2) times per Rate Period, 770 Contractor shall arrange and host a meeting to include the City Contract Manager, Contractor’s 771 contract manager, Contractor’s Customer service representatives, and any other City staff 772 requested by the City Contract Manager. The purpose of such meeting shall be to discuss topics 773 including (by way of example but not limitation): Customer questions, Complaints, and/or service 774 issues, or other topics identified by the City Contract Manager. 775 4.12.2 Service Requests, Compliments, Complaints 776 A. Complaints. Contractor shall be responsible for the prompt and courteous attention to, and prompt 777 and reasonable resolution of, all Customer service requests and Complaints. Contractor shall record, 778 in its computer system or a separate log, approved as to form by City Contract Manager, all 779 Complaints, noting the name and address of Complainant, date and time of Complaint, nature of 780 Complaint, and nature and date of resolution. The Contractor shall retain this Complaint log for the 781 Term. Contractor shall record and respond to all Complaints as communicated by the Customer. 782 Contractor shall make every effort to resolve the complaint in a manner that meets the Customer’s 783 satisfaction. Upon request by the City Contract Manager, Contractor shall compile and submit a 784 summary statistical table of the Complaint log. 785 B. SB 1383 Non-Compliance Complaints. For Complaints received in which the Person alleges that an 786 entity is in violation of SB 1383 requirements, Contractor shall document the information listed in 787 Exhibit D. Contractor shall provide this information in a brief Complaint report to the City for each 788 SB 1383-noncompliance Complaint within seven (7) days of receipt of such Complaint, and a 789 quarterly summary report of SB 1383-non-compliance Complaints in accordance with Exhibit D. 790 Upon City request, Contractor shall conduct follow-up inspections and/or outreach to the violating 791 entity, and shall document the information in the reports provided pursuant to Exhibit D. 792 C. Complaint Resolution. Contractor shall respond to all Complaints received within the timeframes 793 required by Section 4.12.1.B and 4.12.1.C. Complaints related to missed Collections shall be 794 addressed in accordance with Section 4.9.3. Complaints related to repair or replacement of Carts or 795 Bins, shall be addressed in accordance with Section 5.5. 796 4.12.3 Missed Collections 797 A. Missed Collection Complaints. When handling Customer Complaints related to missed or 798 incomplete Collections, Contractor shall not question or contest the Customer’s claim that the 799 Collection was missed or incomplete, even in cases where the Route driver recorded the 800 Container(s) in question as already “Collected” or “not out in the Contractor's Customer database 801 system.” 802 Docusign Envelope ID: 908A450D-1F36-4C09-B8A4-C1D639B5A05A