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compliance reviews, Contractor route reviews, and inspections of entities <br />described in this Section 5.6, to adequately determine the entities' overall <br />compliance with SB 1383, AB 1826, and AB 341. The City reserves the right to <br />require additional inspections, if the City determines that the amount of <br />inspections conducted by the Contractor is insufficient. City may require the <br />Contractor to prioritize inspections of entities that the City determines are more <br />likely to be out of compliance. <br />2. Non -Compliant Entities. From July 1, 2022 through December 31, 2023, when <br />compliance reviews are performed by Contractor pursuant to Section 5.6.A, <br />Contractor shall provide educational materials in response to violations. <br />Contractor shall provide these educational materials to the non -compliant <br />Customers within five (5) working days of determination of non-compliance or <br />immediately upon determination of non-compliance if such non-compliance is <br />determined during an inspection or Contractor route review. Contractor shall <br />document the non -compliant Customers and the date and type of education <br />materials provided and report such information to the City in accordance with <br />Article 8. Beginning January 1, 2024, the Contractor shall document non- <br />compliant Customers determined through Contractor's compliance reviews <br />pursuant to Section 5.6.A, and shall report all Customers with SB 1383 violations <br />to the City in accordance with Article 8. The City shall be responsible for <br />subsequent enforcement action against the Customer. <br />3. Documentation of Inspection Actions. The Contractor shall generate a written <br />and/or electronic record and maintain documentation for each inspection, <br />Contractor route review, and compliance review conducted, including the <br />information described in Article 8. <br />5.7 Service Complaints <br />A. Documentation of Complaints <br />1. General. The Contractor agrees to maintain a computer database log of all oral <br />and written complaints received by Contractor from Customers or other Persons. <br />Contractor shall be responsible for the prompt and courteous attention to, and <br />prompt and reasonable resolution of, all Customer complaints. Contractor agrees <br />to document and maintain for a period of at least five (5) years on a form or log <br />August 17, 2021 109 City of Santa Ana <br />