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written report of that review annually on the anniversary of the Effective Day of this <br />Agreement. <br />5.1.8 Suspension of Service Due to Non -Payment <br />Contractor may charge a delinquency fee of not more than ten (10%) percent per month <br />on accounts billed by Contractor which have not remitted required payments within <br />thirty (30) days after the date of billing. Should payment not be received within forty- <br />five (45) days of billing, Contractor shall notify said Customer on forms approved by <br />the City that service may be discontinued fifteen (15) days from the date of the notice if <br />payment is not made before than time. Upon payment by the Customer of all amounts <br />due, including delinquent fees, Contractor shall resume collection on Contractors next <br />regularly scheduled collection day. Contractor may charge a re -start fee in accordance <br />with the approved rate schedule for re-establishing service that was discontinued due <br />to non-payment. At City's request, Contractor shall provide the City with a list <br />indicating the Customers which have had service ceased due to nonpayment. <br />5.2 Customer Service <br />5.2.1 Local Office <br />Contractor shall maintain an office within the City of Santa Ana. Office hours shall be, <br />at a minimum, from 8:00 A.M. to 5:00 P.M., Monday through Friday and from 8:00 A.M. <br />to noon on Saturdays, exclusive of holidays. A responsible and qualified representative <br />of Contractor shall be available during office hours for communication with the public <br />at the local office, and to receive payments from Customers. Normal office hour <br />telephone numbers shall be a toll free call. Contractor's telephone system shall be <br />adequate to handle the volume of calls typically experienced on the busiest days. <br />Contractor shall also maintain a toll free telephone number for use during other than <br />normal business hours. Contractor shall have a representative, answering or message <br />providing/receiving (voice -mail) service available at said after-hours telephone <br />number. After -hour calls shall be responded to on the next business day (excluding <br />Saturday, Sunday and holidays listed in Section 4.7.1). Contractor shall have the <br />capability of responding to the public in English and Spanish during office hours. <br />March 9, 2020 60A82171 City of Santa Ana - DRAFT <br />