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City of Santa Ana, California Section 3. Scope of Requested Collection Services complaints, request new service or change in service, and request on-call Bulky Item services. In addition, Contractor shall explain if it plans to manage the website with in- house staff or if a subcontractor will be used. Contractor shall disclose the subcontractor that will be used. 7. Service Requests Compliments, Complaints Contractor shall be responsible for the prompt and courteous attention to, and prompt and reasonable resolution of, all Customer service requests and complaints. Contractor shall record in a separate computerized log, approved as to form by the City, all complaints, noting the name and address of complainant, date and time of complaint, nature of complaint, and nature and date of resolution. The Contractor shall retain this complaint log for the Term plus three (3) years after its expiration or earlier termination. Upon request by the City, Contractor shall compile and submit a summary statistical table of the complaint log. Contractor shall respond to all complaints received within twenty-four (24) hours, weekends and Holidays excluded. In particular, if a complaint involves a failure to Collect Solid Waste, Recyclable Materials or Organic Materials from a Premises in the City, Contractor shall Collect the material in question within twenty-four (24) hours of receipt of the Complaint, provided that Generator has properly placed materials for Collection. 3.7.3 Record Keeping and Reporting Contractor shall submit reports to the City or the City's Representative on Solid Waste Collection and Disposal, Recyclable Materials Collection, Processing and marketing, and Organic Materials Collection, Processing and marketing to ensure the City meets the reporting requirements of AB 939, AB 341, AB 1826 and other Applicable Law. Contractor shall maintain accounting, statistical, operational, and other records related to its performance as shall be necessary to provide reporting under the Act and demonstrate compliance with this Agreement. Unless otherwise required in Article 8.8 of the Franchise Agreement, Contractor shall retain all records and data required to be maintained by this Agreement for the Term of this Agreement plus three (3) years after its expiration or earlier termination. Records and data shall be in chronological and organized form and readily and easily interpreted. Upon request, any such records shall be retrieved in a timely manner by Contractor and made available to the City or the City's Representative. Contractor shall maintain adequate record security to preserve records from events that can be reasonably anticipated such as a fire, theft, flood and an earthquake. Electronically -maintained data and records shall be protected and backed -up. Contractor shall submit monthly and annual reports as described in Article 8.9 of the Franchise Agreement. Proposer shall provide a detailed implementation plan describing the Contractor's approach to facilitating a smooth transition for all the collection services. The plan must clearly describe the DRAFT RFP for Franchised Collection Services 65A-38 11/28/17 Page 21