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5.1.3 Multi -Family and Commercial Cart Service, and Multi -Family and CommercialAndustrial Bin Services Billing 93 5.1.4 Roll-OjfBilling..............................................................................................................................................94 5.1.5 Special Bin Services and Customer Service Requirements........................................................................... 94 5.1.6 Other Optional Services................................................................................................................................94 5.1.7 ReviewafBillings..........................................................................................................................................94 5.1.8 Suspension of Service Due to Non-Payment................................................................................................. 94 5.2 CUSTOMER SERVICE.............................................................................................................................................. 95 5.2.1 Local Office ...................................................................................................................................................95 5.2.2 Complaint Documentation............................................................................................................................95 5.2.3 Resolution of Customer Complaints.............................................................................................................. 96 5.2.4 City Liaison...................................................................................................................................................96 5.2.5 Route Supervisor...........................................................................................................................................97 5.3 EDUCATION AND PUBLIC AWARENESS ................................................................................................................. 5.3.1 General 97 ..........................................................................................................................................................97 5.3.2 AB 341, AB 1826, and SB 1383Implementation Plan.................................................................................. 97 5.3.3 Implementation and On -going Education Requirements..............................................................................98 5.3.4 Community Events .......................................................................................................................................102 5.3.5 Media Relations..........................................................................................................................................102 5.4 WASTE GENERATION/CHARACTERIZATION STUDIES....................................................................................... 102 5.5 CONTAMINATION MONITORING........................................................................................................................ 102 5.5.1 Contamination Inspection Methods.............................................................................................................102 5.5.1.1 Actions upon Identification of Prohibited Container Contaminants...........................................................103 5,5.1.2 On -Going Contamination Monitoring by Route Personnel........................................................................105 5.5.1.3 Prescribed Contamination Monitoring.......................................................................................................105 5.5.1.4 Section Reserved.........................................................................................................................................107 5.5.1.5 Noticing of Customers with Contamination, and Disposal of Materials.....................................................107 5.5.1.6 Reporting Requirements..............................................................................................................................107 5.6 INSPECTION AND ENFORCEMENT....................................................................................................................... 107 5.7 SERVICE COMPLAINTS......................................................................................................................................... 109 5.8 UNIVERSAL ENROLLMENT MONITORING ........................................................................................................... III ARTICLE 6 COMPANY COMPENSATION AND RATES.........................................................112 6.1 GENERAL.............................................................................................................................................................112 6.2 INITIAL RATES ..................................................................................................................................................... 112 6.3 SCHEDULE OF FUTURE ADJUSTMENTS................................................................................................................ 112 6.4 METHOD OP ADJUSTMENTS................................................................................................................................ 113 6.4.1 General.......................................................................................................................................................113 6.4.2 Cost Component and Rate Adjustment Indexes...........................................................................................113 6.4.3 Rate Adjustment Steps for Curbside Services and Bin Services..................................................................115 6.4.4 Rate AdjusimentforPermanent Roll -Off Box.............................................................................................115 6.4.5 Adjustment for Contractor's Monthly Compensation for Other Services...................................................117 6.4.6 Rate AdjustmentforConstruction and Demolition Roll -Off Box and Bin Services....................................117 6.4.7 Rate Years Two through Four Special Rate Adjustments............................................................................117 6.5 EXTRAORDINARY ADJUSTMENTS........................................................................................................................ 118 ARTICLE7.............................................................................................................................................120 REVIEW OF SERVICES AND PERFORMANCE..........................................................................................................120 7.1 PERFORMANCE HEARING.................................................................................................................................... 120 ARTICLE8.............................................................................................................................................122 RECORDS, REPORTS AND INFORMATION REQUIREMENTS...........................................................................122 8.1 GENERAL.............................................................................................................................................................122 8.2 RECORDS..............................................................................................................................................................122 August 17, 2021 vi City of Santa Ana