2015-084 - Laserfiche WebLink

Home Browse Search

needed, to ensure compliance with the requirements of this Agreement and all Applicable Law. SWDD has the right to review Franchisee's training records. 11.11.2. At all times when operating vehicles or equipment pursuant to this Agreement, Franchisee's employees shall carry a valid Florida driver's license for the type of vehicle or equipment being operated. 11.12. Office Requirements 11.12.1. Franchisee shall maintain an office in the County to remain open from 8:00 a.m. to 5:00 p.m., Monday through Friday, and 8:00 a.m. to 12:00 p.m. on Saturday, except Holidays. 11.12.2. Franchisee shall maintain a toll-free telephone number where service inquiries and complaints can be received by Franchisee. Franchisee shall use either a telephone answering service or answering machine to receive service inquiries and complaints during those times when the office is closed. During office hours, these services must be monitored regularly, so that Franchisee can respond to any message within sixty (60) minutes. The response, at a minimum, shall include a reply to the inquiry and a plan of action to address or fix the complaint. During non -office hours, messages shall be answered no later than noon the following business Day. 11.12.3. Franchisee's office shall be equipped with adequate and appropriate personnel and equipment to receive, document, and respond to inquiries, issues, and complaints in a timely manner (no longer than twenty-four (24) hours). Franchisee's office staff shall be familiar with SWDD and Franchisee's obligations under this Agreement. 11.12.4. Franchisee shall establish a process, subject to the Contract Manager's approval, for receiving and handling emergency calls, both during and after normal operating hours. 11.13. Customer Service Standards 11.13.1. Franchisee shall be responsible for providing the highest quality service to all residential and commercial customers under the provisions of this Agreement. 11.13.2. If SWDD or customer notifies Franchisee before 12:00 p.m. of a missed collection Monday through Friday, Franchisee shall return to the customer's premises before 6:00 p.m. the same Day of the notification and collect all of the Solid Waste or Recyclables that have been set out for collection. If Franchisee is notified after 12:00 p.m. Monday through Friday of a missed collection, collection shall be made by 12:00 p.m. the next Day following notification. Notifications received Saturday or Sunday shall be corrected before 12:00 p.m. on Monday. Any missed collections that are not remedied as outlined above shall be considered a complaint. 11.13,3. If SWDD receives a complaint regarding Franchisee's service under this Agreement, the complaint shall be immediately forwarded to Franchisee by telephone or electronic communication. Franchisee shall resolve all complaints as expeditiously as possible and shall take whatever steps are necessary to remedy the cause of a complaint within twenty-four (24) hours after receiving a complaint from SWDD. 11.13.4. Upon resolution of the complaint, Franchisee shall notify SWDD within twenty-four (24) hours, by telephone or electronic communication, of the action taken to resolve the complaint. 11.13.5. Franchisee shall also notify the Contract Manager regarding any disputes that have not been resolved within twenty-four (24) hours after receiving the complaint. Franchisee may request, and the Contract Manager may grant, additional time to remedy a complaint when necessary. If a dispute is not resolved to a Residential or Commercial Customer's satisfaction, SWDD shall have the authority to determine how the dispute will be resolved. 11.13,6. Franchisee shall keep a written record of all complaints it receives regarding Franchisee's service under this Agreement. Franchisee shall use a standard form to record the pertinent facts regarding each complaint and how it was resolved. The form shall identify source of the complaint (customer name, customer type - residential or commercial, and contact information), the time and date when a complaint was received, when Franchisee responded to the complaint, and the date and Page 18