Laserfiche WebLink
Contractor shall cause to have graffiti removed from bins within two (2) business <br /> days and from roll-off boxes within five (5) business days of a request by City to do so. <br /> Failure to remove the graffiti within the required timeframes shall result in <br /> payment by the Contractor to the City of a fine in the amount two hundred dollars <br /> ($200.00) per container. Contractor may charge the user of a bin or roll-off box <br /> which requires such graffiti removal a charge of not more than twenty five ($25.00) <br /> dollars per incident. <br /> D.3.9 Disposal Requirements <br /> Contractor shall be required to dispose of any and all solid waste which is not <br /> recycled or composted at a legally authorized disposal site(s) as designated by the <br /> City. If Contractor is directed by the City to dispose of said solid waste at a location <br /> other than the County of Orange's disposal site, the Contractor and the City agree to <br /> meet and confer regarding any potential rate adjustments which may be <br /> necessitated thereby. <br /> D.3.10 Customer Service <br /> The Contractor's office shall be accessible by a local or toll-free telephone number. <br /> The Contractor's office hours shall be open at a minimum from 8:00 a.m. to 5:00 <br /> p.m. daily, except Sundays and holidays. The Contractor shall have an answering <br /> machine in operation after normal business hours, on Sundays and holidays thus <br /> enabling the public to leave a message. The Contractor shall have the capability of <br /> responding to the public in English and Spanish during office hours. A <br /> representative of the Contractor shall be available during office hours for <br /> communication with City's representatives or the public at the Contractor's <br /> principal office. <br /> D.3.11 Service Recipient Complaints and Inquiries <br /> During office hours, the Contractor shall maintain customer support personnel <br /> who will handle all incoming complaints. The Contractor shall record all <br /> complaints and communications, including date, time, complainant's name and <br /> address if the complainant is willing to give this information, and nature and date <br /> and manner of resolution of complaint, in a daily log maintained by the Contractor <br /> and shall deliver a copy of the log to the City on a quarterly basis. However, the City <br /> reserves the right to require the Contractor to deliver or send via telephone <br /> facsimile, such records to the City within twenty four (24) hours of receipt thereof. <br /> The Contractor shall be responsible to resolve such complaints within two (2) <br /> business days and shall be required to report in writing to the City as to the action <br /> taken to resolve each complaint. <br /> D.3.12 Media Relations <br /> The Contractor shall notify City by facsimile of all requests for news media <br /> interviews related to the city's solid waste collection program within twenty-four <br /> Page 21 <br />