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1 list of service recipients every other year allowing the Agency and Contractor to 2 compare Agency's billing records to the Contractor's service records to ensure accuracy 3 4 5.02 Service Recipient Service. 5 6 5.02.1 Local Office. Contractor shall operate its local office at 225 7 Shoreway Road in San Carlos. ()ffice hours shall be, at a minimum, from 8:00 A.M. to 8 5:00 I'.M., Monday through Friday, exclusive of holidays. A responsible and qualified 9 representative of Contractor shall be available during office hours for communication 10 with the public at the local office. Normal office hour telephone numbers shall either be 11 a local or toll free call. Contractor's telephone system shall be adequate to handle the 12 volume of calls typically experienced on the busiest days. Contractor shall also 13 maintain a local or toll free telephone number for use during other than normal 14 business hours. Contractor shall have a representative, answering or message 15 providing! receiving (voice-mail) serVIce available at said after-hours telephone 16 number. 17 18 5.02.2 Complaint Documentation. All service Complaints shall be 19 directed to Contractor. Daily logs of Complaints concerning Collection of Solid Waste 20 shall be retained for a minimum of thirty-six (36) months and shall be available to 21 SBWMA or Agency at all times upon twenty-four (24) hour notice. 22 23 24 Contractor shall log all Complaints received by telephone and said log 25 shall include the date and time the Complaint was received, name, address and 26 telephone number of caller, description of Complaint, employee recording Complaint 27 and the action taken by Contractor to respond to and remedy Complaint. 28 29 All Complaints and inquiries shall be date-stamped when received and 30 shall be initially responded to within one (1) business day of receipt. Contractor shall 31 log action taken by Contractor to respond to and remedy the Complaint. 32 33 All service records and logs kept by Contractor shall be available to 34 Agency upon request and at no cost to Agency. Agency shall, at any time during 35 regular Contractor business hours, have access to Contractor's Facilities, records and 36 personnel for purposes that may include monitoring the quality of service or 37 researching Complaints. 38 39 5.02.3 Resolution of Complaints. 40 41 A. Scope. The provisions of this Section 5.02.3 shall govern the 42 procedure for reviewing Complaints; provided that resolution of disputes relating to 43 audits or compensation reviews pursuant to this Agreement shall be governed by that 44 Section and not the provisions of this Section. The provisions of this Section are not Atty j Agrj2005.022 060205 -29-