Res 2003-067 - Laserfiche WebLink

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1.4.4 Complaints A. Tile City will serve as the contact point for ail customer complaints about the Contractor's services. The City will provide the Contractor with contact information for this purpose. If the Contractor receives a complaint directly from a customer, the Contractor will respond courteously and direct tbe customer to the contact point identified for this purpose by the City. B. The Contractor will respond promptly aad courteously to investigate and provide resolution to all complaiuts it receives from the City. The Contractor will respond promptly to City telephone or email inquires regarding the status of complaints and complaint resolution. C. The Contractor wilI investigate all alleged missed sclleduled collections, and if such allegations are verified by the Contractor or by the City, the Contractor will arrange for the colIectioa of the uncollected solid waste within 24 bouts after the complaint is received. D. The Contractor will notify the City of ail residential solid waste the Coutractor declines to collect and the reason for it. The Director may investigate"no pickup" complaints aud advise the customer of the reasous, or require the Contractor to collect the material. E. Tile City will keep a record of the dates and times complaints are received and the dates aud times the complaints were resolved by the Contractor. 1.4.5 Complaint Resolution and Penalties A. The Contractor will be charged all administrative penalty ofaot less than $25.00 nor more tban $1,000.00 for each customer complaint or other violation of this contract that is not resolved to tbe satisfaction of the City Manager. The Contractor may appeal a penalty assessment to the City Council by filing a written notice with the City Manager witbin 10 days of the date of the City Manager's decision. The City CounciI wilI bear the appeal at its next regular meeting that is ten days or more after the date the appeal notice is filed. The City Council's decision wilI be final. B. Administrative penalties will be deducted fi'om the City's payment to tile Contractor for tile billing cycle following the City Manager's determination (or the City Council's determiuation if appealed). 25 or more unresolved complaints for which penalties are assessed during the term of'this contract wilI be a basis for contract terxnination by the City Council. 1.4.6 Equipment A. The Coutractor wilI operate only enclosed packer type trucks suitable to keep the solid waste or recyclable materials from falling or blowiug fi'om the trucks. Solid waste or recyclable materials hauled by the Contractor will be contained, tied or enclosed so that leaking, spilling and blowiug is prevented. All of the Contractor's equipment will be in good mechanical condition and possess current federal and TXDOT certifications. B. Tile Contractor will provide radio communicatiou to all trucks fi'om a base station. C. Tbe Contractor will utilize only that equipmeut approved for use under tbis Contract and specified in Attachment A to this Contract. The Contractor may make changes to the equipment list with tile written consent of the Director. The Contractor will not use equipmeut which is more than seven years old to provide the services required under tbis Contract. The Contractor will use only equipment manufactured by a nationally kuown manufacturer. 9