(a) Office location. Exclusive Franchise Contractor shall provide a local office within Ventura County, or as approved by the City Manager or designee.
(b) Telephone service. Exclusive Franchise Contractor shall maintain a toll-free telephone service for the entire City. A 24-hour emergency number shall be made available to City Manager or designee.
(c) Prompt response. Contractor shall be responsible for the prompt and courteous attention to, and prompt and reasonable resolution of, all Service Recipients complaints. Contractor shall respond to all complaints from Service Recipients within 24 hours, weekends and Holidays excluded.
(d) Complaint log. Contractor shall maintain a log of all complaints received in a format approved by the City Manager or designee. The log shall include, but is not limited to, the date, time, address of premises, description of complaint and method of resolution. Contractor shall submit a quarterly summary of such log to the City Manager or designee in a City-approved format.
(e) Complaint reimbursement. Contractor shall reimburse the City for all labor and materials expended by the City if the City is required to assist in resolving complaints from Service Recipients concerning Contractor service. In such cases, the City shall invoice Contractor for such costs, indicating the name and address of the Service Recipient, nature of complaint, amount of time spent, hourly rates for employees involved, and materials required to resolve the complaint.
(Ord. 1688-NS, eff. December 17, 2021)