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1 5.2.2 Complaint Documentation <br />2 All service complaints related to Green Waste Collection Shall be directed to <br />3 Company. Company shall log all complaints received orally or in writing and <br />4 said log shall include the date and time the complaint was received, name, <br />5 address, and telephone number of complaint to the extent such information is <br />6 provided by complainant, description of complaint, emplOyee recording <br />7 complaint, and the action taken by Company to respond to and remedy <br />8 complaint. All complaints received shall be responded to within one (1) working <br />9 day of receipt. <br />10 All written customer complaints and inquiries shall be date-stamped when <br />11 received and shall be responded to within one (1) working day of receipt. Missed <br />'12 Collections properly set out by residents shall be picked up within twenty-four <br />13 (24) hours of the customer's complaint, as specified in Section 4.3. <br />14 Daily logs of complaints concerning Collection of Green Waste shall be retained <br />15 for a minimum of twenty-four (24) months and shall be locally available to <br />16 Agency at all times, and at no cost, during this Agreement upon twenty-four (24) <br />17 hour notice. Agency shall, at any time during regular Company business hours, <br />18 have access to Company's customer service department for purposes of <br />19 monitoring the quality of customer service, researching customer complaints, <br />20 assessing liquidated damages, or other matters related to Company's <br />21 performance under this Agreement. <br />22 Company shall notify customers of this complaint pro.cedure at the time <br />23 customers apply for or are provided service, and subsequently, no less than <br />24 annually. <br /> <br />25 5.2.3 Resolution of Customer Complaints <br />26 A. Scope. The provisions of this Section 5.2.3 shall govern the procedure for <br />27 reviewing Complaints. The provisions of this Section are not exclusive, are <br />28 cumulative, and are in addition to any and all other remedies which may <br />29 accrue to Agency as a result of Company's performance or failure to perform <br />30 its duties and obligations, express or implied, hereunder, or otherwise as a <br />31 result of Company's actions in violation of this Agreement. <br />32 Nothing in this section 5.2.3 is intended to affect the remedies of third parties <br />33 against Company; nor will the imposition of Customer charges prevent the <br />34 imposition of liquidated damages by Agency pursuant to Section 10.3. <br />35 <br /> <br /> Page29 8/2/96 <br /> <br /> <br />