(a) The approved collection agent shall maintain a telephone service with a local exchange area telephone number for the purpose of handling complaints or emergency service calls. The telephone service shall be operated between the hours of 8:00 a.m. and 5:00 p.m. of each day of the week during which collections are made.
(b) Complaints received by the approved collection agent shall be recorded in a log established for that purpose and shall specify the date and time of the complaint and the substance thereof. The disposition of the complaint and the date of disposition shall be recorded, and a copy of the log shall be provided to the City monthly. The contractor shall use its best efforts to resolve all complaints within 48 hours from the time received.
(c) The approved collection agent shall have available, during the hours while the approved collection agent’s telephone service is in operation, an emergency service vehicle to attend to complaints or emergency calls.
(d) The approved collection agent shall visit the City offices at such times as the City shall designate for the purpose of discussing any matters relating to, or any complaints that may be involved with, the performance of the agreement. The approved collection agent shall report back as directed on any action taken with reference to subject matter so discussed. Coordination of such check-in meetings is to be arranged by the City.
(e) Every effort will be made to provide a good quality of complaint service and follow up in the community.
(15-9/91 § 6.06.16) (Am. Ord. 172, passed 7-12-2017; Am. Ord. 173, passed 8-2-2017)