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Entry Properties
Last modified
8/19/2024 9:44:48 AM
Creation date
10/28/2021 4:12:07 PM
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Contracts
Company Name
REPUBLIC SERVICES
Contract #
A-2021-171
Agency
Public Works
Council Approval Date
8/17/2021
Expiration Date
6/30/2032
Insurance Exp Date
6/30/2025
Destruction Year
2037
Notes
For Insurance Exp. Date see Notice of Compliance
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the City that service may be discontinued fifteen (15) days from the date of the notice if <br />payment is not made before thattime. 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, Spanish, and Vietnamese during office <br />hours. <br />5.2.2 Complaint Documentation <br />All service complaints shall be directed to Contractor. Daily logs of complaints shall be <br />retained for a minimum of twenty-four (24) months and shall be available to City at all <br />times upon request, and included in Contractor's monthly reports as described in <br />Section 8.3.2. <br />Contractor shall log all complaints received by telephone and said log shall include the <br />date and time the complaint was received, name, address and telephone number of <br />caller, description of complaint, employee recording complaint and the action taken by <br />August 17, 2021 96 City of Santa Ana <br />
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