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after collection commences under this Agreement and thereafter at annual intervals. <br />These communications will include information about issues that have arisen related <br />to the Contractor's services, special programs, rates and education needs that are <br />appropriate. The City will be responsible for disseminating this information to <br />residents. <br />11. Public Informational Meetings: The Contractor's :management staff will participate with <br />City staff in all meetings necessary to introduce this new service to participating <br />residents. The Contractor will develop informational materials to handout at these <br />meetings, with the assistance of the City. <br />12. Customer Service Standards: The Contractor shall be responsible for providing all <br />customer service functions including informing residents of current services, handling <br />resident special service requests anal resolving customer complaints. The Contractor will <br />maintain and adhere to the Customer Service Standards set forth in Exhibit "B", attached <br />hereto and incorporated herein by reference. <br />13. Maintenance of Records and Reporting The Contractor shall maintain in its local office <br />full and complete operation and customer service records that shall at all reasonable times <br />be open for inspection and copying for any reasonable purpose by the City, at no charge <br />to the City other than actual cost of copying. All such information shall to the extent <br />permitted by law be deemed as confidential. Reports shall be submitted by the tenth day <br />of each month to the City documenting the following information: <br />A. A log of complaints and resolutions for refuse zmd recycling collection services; <br />B. A log of missed collections and responses; <br />C. A description of any vehicle accidents or infractions occurring in the City; <br />D. A listing of all accounts having a change of service during the month (i.e., 32 <br />gallon service to 64 gallon service, etc.); and <br />E. Weights in tons of refuse, recyclable material:> and compostables collected by <br />commodity and where these items were delivered. <br />14. Compensation Payment Schedule: The Contractor shall bill the City monthly on an <br />aggregate basis for services provided. The Contractor will supply a billing report in an <br />electronic format acceptable to the City each month summarizing services provided, <br />detailing the charges by address, and listing the addresses where the service level has <br />been changed for use in adjusting the residents' utility bills. The total of the detailed <br />report shall equal the aggregate amount billed to the City. The City shall pay each <br />monthly billing within 30 days of receipt of the Milling from the Contractor. The City <br />will retain full auditing rights of tree Contractor's accounting records as they pertain to <br />the City's Agreement. All such information shall to the extent permitted by law be <br />deemed as confidential. <br />15. Annual Price Change: Annually, and effective on the anniversary of the <br />Commencement Date, prices will be adjusted by the percentage change in the <br />5 <br />