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July 15, 2024 Page 21 City of San Leandro/ACI Franchise Agreement B. Schedule for Resolution. Contractor shall resolve each and every Customer Complaint of a missed 803 or incomplete Collection by returning to the Customer address and completing the Collection. For 804 all Complaints related to missed Collections that are received by 12:00 p.m. from Bin or Drop Box 805 Customers, or that are received by 3:00 p.m. from Cart Customers on a Working Day, the Contractor 806 shall return to the Customer address and Collect the missed materials on the same Working Day on 807 which the missed Collection was reported. For those Complaints related to missed Collections that 808 are received after 12:00 p.m. from Bin or Drop Box Customers, or after 3:00 p.m. from Cart 809 Customers on a Working Day, the Contractor shall have until the end of the following Working Day 810 to resolve the Complaint. 811 Contractor shall not be required to return and complete a Collection in response to a Complaint if 812 the Contractor’s driver has left a Non-Collection Notice in accordance with Section 5.3.B. 813 C. Courtesy Collections for Admitted Late Set-Outs. In the event that a Customer: (i) reports that their 814 Container(s) was(were) placed for Collection after Contractor’s Collection vehicle had already 815 passed the Premises for regularly scheduled Collection; (ii) does not claim that Contractor missed 816 the Collection; and (iii) requests that the Contractor return and Collect their Containers, Contractor 817 shall return to the Customer Premises and provide a Courtesy Collection at no charge to the 818 Customer. Contractor is not required to provide more than one (1) Courtesy Collection for admitted 819 late set-outs per Customer per calendar year. For Residential Customers, one (1) Courtesy Collection 820 represents Collection of up to three (3) Carts (Recyclable Materials, Organic Materials, Solid Waste) 821 per incident. Contractor shall complete the Courtesy Collection by the end of the following Working 822 Day. The provisions of this Section shall only apply if the Customer acknowledges, and Contractor 823 documents in writing, that the event did not constitute a missed or incomplete Collection event by 824 the Contractor. 825 4.13 ACCESS TO CUSTOMER SERVICE AND BILLING SYSTEMS 826 Contractor shall provide access and any necessary training to one (1) or more City employee(s) (as 827 designated by the City) regarding the use of Contractor information systems as described in this Section. 828 Contractor shall designate one (1) member of Contractor staff to work directly with such City employee. 829 Such City employee and Contractor employee shall cooperate to ensure that the Contractor’s information 830 systems are integrated with the City’s Customer service systems, or are otherwise able to receive 831 information from such City systems on a daily basis (e.g., through manual input by Contractor staff) and 832 in a format, as determined by the City, that facilitates efficient recordkeeping and reporting. Upon request 833 by the City, Contractor shall utilize the City’s Customer Response Management System (CRM) or any 834 subsequent similar system, and shall respond to Customer requests transmitted to Contractor through 835 the City’s CRM system and enter resolutions to Customer requests directly into the City’s CRM system. 836 Additionally, Contractor shall provide such City employee with access to Contractor’s Customer service, 837 call center, and operations information systems in order to validate Contractor performance standards 838 and recommend changes to Customer Service Levels to resolve service issues or otherwise address 839 Customer needs. In the event that recommended Service Level changes are made, the designated City 840 staff will work with Contractor’s designated manager to make such changes, which shall not be denied by 841 Contractor except for reasons related to Customer, Route driver, and/or equipment or site safety. 842 Contractor shall also provide read-only access to Customer contact information (including email 843 addresses) for purposes of City-provided public education and outreach activities. In addition, Contractor 844 shall ensure that the City Contract Manager and any other City staff, as requested by the City, have read-845 only access to all service order, billing, and Customer service records in Contractor’s internal information 846 Docusign Envelope ID: 908A450D-1F36-4C09-B8A4-C1D639B5A05A