Agmt96 Browning Ferris BFI - Laserfiche WebLink

Browse Search

ARTICLE V CUSTOMER RELATIONS 3 5.1 Customer Billing 4 All Customer billings associated with regular Green Waste Collection services 5 provided under this Agreement shall be incorporated into Customer's regular 6 bill. Company may separately charge fees for one-time services or products, e.g., 7 Container sales, in a manner Agency deems appropriate. 8 Agency reserves the right to provide billing of residents or owners of all 9 residential dwelling Units for Green Waste Collection service through a special 10 assessment on the San Mateo County Assessor's tax rolls. 11 Beginning in 1997, Company shall annually review its number of accounts, by 12 service, to determine that the number of accounts and services provided for 13 which Company is requesting compensation is correct in terms of the level of 14 service (e.g., size of Container, location of Container) being provided to such 15 Customer by Company. Company shall submit to Agency a written report of this 16 review on the anniversary of the effective date of this Agreement. Agency 17 reserves the right to require such a review on a more frequent basis. Company 18 shall submit the scope of the review and the reviewer's work plan to Agency for 19 approval no later than six (6) months before the submission of the first report. 20 5.2 Customer Service 21 5.2.1 Local Office 22 Company shall maintain a local office. Office hours shall be, at a minimum, from 23 8:00 A.M. to 5:00 P.M., Monday through Friday, exclusive of Agency holidays. A 24 responsible and qualified representative of Company shall be available during 25 office hours for communication with the public at the local office. Normal office 26 hour telephone numbers shall either be a local or toll free call. Company's 27 telephone system shall be adequate to handle the volume of calls typically 28 experienced on the busiest days. Company shall also maintain a local or toll free 29 telephone number for use during other than normal business hours. Company 30 shall have at least one of the following services available at said after-hours 31 telephone number: a representative, an answering service, or a voice-mail 32 service. Page28 8/2/96