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RES 221299
City of Pleasanton
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CITY CLERK
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2020-present
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2022
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RES 221299
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7/14/2022 11:14:47 AM
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6/22/2022 11:32:12 AM
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CITY CLERK
CITY CLERK - TYPE
RESOLUTIONS
DOCUMENT DATE
6/7/2022
DESTRUCT DATE
PERMANENT
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City of Pleasanton Article 6. Other Related Services and Standards <br /> Franchise Agreement with Pleasanton Garbage Service <br /> <br />City of Pleasanton Page 94 June 7, 2022 <br />to e-mail inquiries or Complaints within twenty-four (24) hours of receipt. Contractor shall arrange for 3376 <br />the City’s website to include an e-mail link to Contractor and a link to the Contractor’s website. Contractor 3377 <br />shall ensure that key elements of the website, including but not limited to Collection day look-up, are 3378 <br />accessible to view on smart phones. Contractor shall maintain a social media presence on no less than 3379 <br />one (1) social media platform (e.g. Facebook). 3380 <br />6.8.6 Training 3381 <br />Customer service representatives shall receive training during each quarter of the calendar year on City-3382 <br />specific Collection programs, service requirements, and key regulatory requirements (e.g., SB 1383). 3383 <br />During the training, a City-specific Collection service and Rate information sheet, training agenda, and 3384 <br />associated documentation shall be provided to and discussed with employees. Information sheet, training 3385 <br />agenda, and associated documentation shall be forwarded by Contractor to the City each quarter after 3386 <br />the training in accordance with quarterly reporting requirements of Section 6.3.3.E. The City may review 3387 <br />the training materials and request changes. 3388 <br />The Contractor shall notify the City of the date and time of the scheduled Customer service training 3389 <br />sessions (pursuant to quarterly reporting requirements of Section 6.3.3.E) and the City may, at its option, 3390 <br />attend the meetings. 3391 <br />Contractor will use Customer service and outreach efforts and materials to minimize contaminants (e.g., 3392 <br />glass and plastics). 3393 <br />6.9 Complaints 3394 <br />A. Service Complaints. Contractor shall maintain the ability to receive verbal Complaints and 3395 <br />compliments through its Customer service center and shall have e-mail capabilities (accessible 3396 <br />through the Contractor’s website) to enable Persons to communicate Complaints and compliments 3397 <br />to Contractor via e-mail. Contractor shall be responsible for the prompt and courteous attention 3398 <br />to, and prompt and reasonable resolution of, all Complaints. Contractor shall record in a separate 3399 <br />log all Complaints and compliments, noting the name and address of Customer(s) involved, date 3400 <br />and time of Complaint or compliment, nature of Complaint or compliment, and nature and date of 3401 <br />resolution. This Complaint and compliment log shall be retained by the Contractor for the Term 3402 <br />and shall be made available for review upon City request. In addition, Contractor shall compile a 3403 <br />summary statistical table of the Complaint and compliment log, satisfactory to the City, and submit 3404 <br />the table to City each quarter. 3405 <br /> Contractor shall respond to all Complaints from Generators or Customers by phone or email within 3406 <br />twenty-four (24) hours, weekends and Holidays excluded, by informing the Customer of the action 3407 <br />Contractor will take to remedy the Complaint or respond to the service request. In particular, if a 3408 <br />Complaint involves a failure to Collect Solid Waste, Recyclable Materials, or Organic Materials from 3409 <br />a Premises (missed pick-up), required by this Agreement, Contractor shall Collect the material in 3410 <br />question within twenty-four (24) hours of receipt of the Complaint, provided the materials have 3411 <br />been Delivered for Collection in accordance with the City Municipal Code. If Contractor fails to meet 3412 <br />the requirements described in this Section, the Contractor shall pay the City Liquidated Damages in 3413 <br />accordance with Section 11.6. 3414
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