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1488 Contractor shall establish a local office in the SBWMA Service Area. Such a change 1489 shall be considered an Agency -directed change in scope and handled in 1490 accordance with provisions in Section 15.12. At the local office, Contractor shall 1491 accept as payment personal checks, money orders, cashiers' checks, and credit 1492 cards. The local office shall be open for business from 8:00 a.m. until 5:00 p.m. 1493 Monday through Friday, exclusive of Holidays specified in Attachment A for the local 1494 office. 1495 C. Revenue Collection. Agency shall remit to Contractor revenue received for 1496 services described herein, not less frequently than monthly. Revenues collected on 1497 behalf of the Agency or SBWMA shall be handled as described in Article 11 of this 1498 Agreement. 1499 D. Review of Billings. Contractor shall assist Agency in its review of Billings to 1500 Customers, issued pursuant to Section 7.01.A. The purpose of the review is to 1501 determine that the amount which Agency is Billing each Customer is correct in 1502 terms of the level of service (i.e., frequency of Collection, size of Container, location 1503 of Container) being provided to such Customer by Contractor. Contractor shall 1504 review Customer accounts not less than once every three (3) calendar years for 1505 each Commercial, Multi -Family Dwelling, and SFD Customer, unless Agency directs 1506 Contractor to do so more frequently. Contractor shall submit to Agency a written 1507 report of the status of its review annually no later than forty-five (45) Days after the 1508 end of each calendar year. The intent of this Section is for Agency to receive 1509 reports on an annual basis for one-third (1/3) of all Customer accounts, and for all 1510 Customer accounts to be reviewed every third year of the Agreement. The scope of 1511 the review and the reviewer's work plan shall be submitted to Agency for approval 1512 no later than six (6) months before the submission of the first report. 1513 E. Agency or SBWMA Billing Review. Contractor acknowledges that Agency or 1514 SBWMA may perform, or cause to be performed, Billing reviews periodically. 1515 Contractor agrees to participate and cooperate with SBWMA and Agency and its 1516 agents to accomplish these reviews and conduct any data collection and report 1517 preparation that may be requested. The Contractor's full cooperation with these 1518 reviews may include, but is not limited to: (i) allowing Agency or SBWMA staff or 1519 consultants to ride along with drivers in Collection vehicles during daily Collection 1520 operations; (ii) providing for interviews of personnel at all levels, with or without 1521 management oversight; (iii) providing reporting related to franchised operations 1522 available through Contractor's automated systems; and, (iv) adjusting routing, public 1523 information, outreach, or program availability based upon the recommendations of 1524 the audit, if approved by the SBWMA or Agency. 1525 F. Privacy of Customer Information. Contractor shall not distribute or sell Customer, 1526 Owner, or Occupant information such as names, addresses, and telephone 1527 numbers to other Persons with the exception of distribution to the Agency, SBWMA, 1528 or its agents for reporting and contract compliance purposes. 1529 7.02 CUSTOMER SERVICE 1530 Contractor is responsible for ensuring that all staff and Customer service representatives 1531 (CSR) maintain a professional and courteous demeanor when in contact with Agency, 1532 SBWMA, and the public. Contractor shall be responsible for all employee interactions 1533 with Customers, SBWMA, and Agency staff. Contractor is required to ensure that its REV: 03-16-18 MI Page 39 of 126 ATTY/AGR.2018.054/Recology of San Mateo