Customer Call Protocol Clause Samples
Customer Call Protocol. The Concessionaire will record the following information regarding customer calls received at either Center:
a. Customer’s name and location;
b. Complaint/issue or subject of the call;
c. Time of call received;
d. Time of response;
e. Actions taken; and
f. Customer call-back, if requested or appropriate. The Concessionaire will maintain call records for a period of at least two (2) years. It is not necessary to provide copies of each individual report to the City. However, the Concessionaire shall provide a semi-annual report to the City that summarizes the information recorded and tabulates down the customer calls by type (i.e. billing issue, blockage, odor or noise complaint, personnel complaints, etc.). A summary of the call records will also be included, tabulated by category, in the Annual Report submitted to the City, along with a summary of the records for the previous two (2) years. The Concessionaire shall have an action plan to address taste, odor, color, and staining problems, and similar complaints related to the aesthetic quality of the delivered water. Each complaint shall be logged, noting complainants name and contact information, time, nature, and location of delivered water in question. . Each complaint shall be investigated and shall include, a customer interview and onsite testing upon the request of the complainant or the occurrence of other similar or potentially related complaints. The complainant shall be contacted within 48 hours to determine if the complaint has been resolved. Further investigation will be required if the problem has not been resolved to the satisfaction of the customer. The Concessionaire will submit a semiannual report to the City noting the information above, and Concessionaire conclusions relative to the complaint. The Concessionaire shall report a summary of taste and odor complaints to the City semiannually. Each semiannual report shall include data for the previous two (2) years, by category, for comparison purposes. All complaints related to odors believed to be emanating from the WWTP will be directed to the Operator in Charge at the WWTP for investigation and follow-up. The City will be advised by the next working day after the Operator’s investigation and follow-up and an individual report will be filed with the City noting the time and date of the complaint, the name and address of the complaining party, contact information for the complaining party, an account of the investigation noting any condition...
Customer Call Protocol. The Concessionaire will record the following information regarding customer calls received at either Center:
a. Customer’s name and location;
b. Complaint/issue or subject of the call;
c. Time of call received;
d. Time of response;
e. Actions taken; and
f. Customer call-back if indicated or appropriate. The complainant will be contacted within 48 hours of the initial call to determine whether the problem has been solved to the satisfaction of the customer. Further investigation will be required if the problem has not been resolved to the satisfaction of the customer The Concessionaire will maintain call records for a period of at least 3 years. It is not necessary to provide copies of each individual report to the City. However, the Concessionaire will provide a report quarterly to the City which summarizes the information recorded and breaks down the customer calls by type. A summary of the call records will also be included, tabulated by category, in the Annual Report submitted to the City, along with a summary of the records for the previous three (3) years. All complaint calls related to aesthetic issues and other water quality issues will be directed to the WTP for follow up, as onsite evaluation and laboratory testing will be required. Separate reporting of these calls is required and shall include a record of suspected cause, response actions, and other applicable information.