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City of Pleasanton Article 6. Other Related Services and Standards Franchise Agreement with Pleasanton Garbage Service City of Pleasanton Page 85 June 7, 2022March 8, 2018 E. Customer Service 2941 1. Provide number of Customer calls listed separately by Complaints and inquiries (where 2942 inquiries include requests for Recycling information, Rate information, etc.). For Complaints, 2943 list the number of calls separately by category (e.g., missed pickups, scheduled cleanups, 2944 billing concerns, damage claims, SB 1383 non-compliance ,etc.). 2945 2. Provide nNumber of Carts, Bins, and Drop Boxes tagged for non-Collection and the reason for 2946 tagging (e.g., inclusion of Prohibited Container Contaminants, inclusion of non-Recyclable or 2947 non-Organic Materials, improper setout, Hazardous Waste, etc.) 2948 3. List of Customers for which Contractor has performed a courtesy Collection, including the 2949 Customer address, and material type for which the courtesy Collection was performed; 2950 4. Provide the number of hits to the Contractor’s website. 2951 5. Number of Customers subscribing to each City approved service exemption by Customer type, 2952 including: the total number of new de minimis waivers and physical space constraint waivers 2953 in the month, if any; the Customer name and the address for each waiver; and, a record of 2954 the Service Level update made by the Contractor in response to the waiver and the date that 2955 change was made; and, 2956 6. A report detailing SB 1383 non-compliance Complaints submitted to the Contractor, which 2957 shall include at a minimum: the Complaint as received; name and contract information of the 2958 complainant, if the incident is not submitted anonymously; identity of the alleged violator, if 2959 known; description of the alleged violation, including location(s) and all other relevant factors 2960 known; identity of any witnesses, if known; and, if requested by the City pursuant to Section 2961 6.9.B, the date the Contractor conducted additional outreach or investigated the Complaint; 2962 documentation of the findings of the investigation; and, any photographic evidence collected 2963 during the investigation. 2964 F. Revenue. Provide a statement detailing Gross Rate Revenues from all operations conducted or 2965 permitted pursuant to this Agreement as required by Section 7.6. This statement shall identify billed 2966 revenues and actual Gross Rate Revenues received listed separately for Single-Family, Multi-Family, 2967 Commercial, and Drop Box Customers. 2968 G. Multi-Family Technical Assistance. Submit a list of all complexes in the City with addresses, contact 2969 names and telephone numbers, number of units, and the Solid Waste, Recyclable Materials, and 2970 Organic Materials Service Level for each complex. Identify the complexes visited during the 2971 reporting period and the results of such visits. 2972 H. Commercial Technical Assistance. Submit a list of all Commercial Customers visited during the 2973 reporting period and the results of such visits. Include addresses, contact names, and telephone 2974 numbers of Persons contacted. 2975 I. Community Drop-Off Event. If the Community Drop-Off Event at the Approved Transfer Site 2976 described in Section 5.9 occurred during the most-recently completed month, report the number 2977 of participating residents, and total volume of materials received through the event by material 2978 type. 2979