Common use of Service Complaints Clause in Contracts

Service Complaints. (1) All customer complaints shall be directed to Grantee. Grantee shall record all complaints received by mail, by telephone or in person (including date, name, address of complainant and nature of complaint). Grantee agrees to use its best efforts to resolve all complaints by close of business of the second business (waste collection) day following the date on which such complaint is received. Service complaints may be investigated by the City’s Solid Waste and Recycling Coordinator (“City Coordinator”), or his/her designee. Unless a resolution satisfactory to the complainant, the Grantee and the City Coordinator is reached, the complainant may refer the matter to the City Manager or his/her designee for review. (2) Grantee will maintain records listing the date of customer complaints, the customer, describing the nature of the complaint or request, and when and what action was taken by the Grantee to resolve the complaint. All such records shall be maintained for a period of twenty-four (24) months and shall be available for inspection by the City.