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The City may, in its discretion, assist CARTS in the construction, maintenance or <br />relocation of shelters as needed. If the City incurs any expenses in assisting with such <br />construction, maintenance or relocation, it shall submit an invoice to CARTS itemizing any <br />direct expenses incurred by the City and CARTS shall pay such amounts invoiced within 30 days <br />of the receipt thereof. <br />CARTS and the City agree that no advertising shall be permitted on bus stop or shelter <br />facilities and improvements. <br />9. System and Program Administration. <br />CARTS is solely responsible for the administration of the System and the Urbanized <br />Area Formula Program for San Marcos Urbanized Area including compliance with FTA <br />Circulars 9030.1D and 5010.11) including Certifications and Assurances, Master Agreement, <br />Transportation Electronic Award and Management (TEAM), Electronic Clearing House <br />Operation (ECHO) and National Transit Database (NTD). <br />10. Customer Service <br />a. Customer Service Ride Line. CARTS shall maintain a customer service ride line <br />using local or toll free telephone numbers staffed with one or more live operators during regular <br />hours of service for the receipt of System related inquiries, complaints or other communications. <br />In addition, CARTS will provide for voice mail receipt of after -hours System related inquiries, <br />complaints or communications. CARTS shall post notice of such telephone numbers in <br />conspicuous locations within its facilities in the City and within any buses or trolleys operating <br />in the System. CARTS shall respond promptly and courteously to, investigate and, using good <br />faith efforts, attempt to resolve all complaints, inquiries and communications it receives. <br />b. Complaint Reports. CARTS shall keep a record of the dates and times complaints <br />are received and the dates and times the complaints are resolved by CARTS (or if not resolved, <br />the good faith efforts used to attempt to resolve the complaint) and provide such record to the <br />City Manager on a quarterly basis during the term of the Agreement. <br />11. Performance Reports <br />On or before the 15`h day of the month immediately following each month for which <br />services are provided and an invoice is submitted by CARTS under this Agreement, CARTS <br />shall submit data covering CARTS' operation of the System during the preceding month, the <br />content and format of which will be mutually agreed upon by CARTS and the City. <br />12. Audit <br />CARTS agrees to maintain accounts and records for all costs of operation of the System <br />separate from all rural operations, and CARTS agrees to provide the City with its annual audit of <br />its finances, which is prepared by a certified public accountant for the period of the Agreement <br />on or before April 1, 2016. <br />►,I <br />