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(c) Establish a "Code of Conduct" that sets standards for participating <br /> contractors such as licensing, advertising and marketing, accurate <br /> representation of the program, and consumer protections; <br /> (d) Train all PACE program contractors on the regulations related to the PACE <br /> program and the Code of Conduct; <br /> (e) Ensure that all contractors hold necessary licenses and insurance; <br /> (f) Confirm contractor qualifications at least annually and as necessary based <br /> upon consumer complaints or other indications of lack of compliance; and <br /> (g) Remove contractors from the PACE program who no longer meet program <br /> criteria; have not met program requirements or fail to act in good faith to <br /> timely resolve consumer complaints. <br /> (h) PACE programs or program administrators shall have and shall strictly <br /> enforce anti-kickback policies and procedures that prohibit direct financial <br /> or other monetary incentives to contractors in exchange for or related to <br /> such contractor being awarded work under a PACE program, excepting <br /> payment for the contractor's installation of eligible improvements. <br /> (18) Customer Service: PACE Local Governments shall provide a high level of <br /> customer service, including: <br /> (a) Access to customer service representatives by email and phone during <br /> normal business hours; <br /> (b) A detailed website with specific reference to the City of Sunny Isles Beach <br /> PACE Program; <br /> (c) A transparent customer feedback and complaint process with, quick <br /> response and resolution by both the contractor and the PACE Local <br /> Government. <br /> i. A document outlining the complaint process shall be clearly <br /> available on the PACE Local Government website and provided to <br /> customers. <br /> ii. The document shall make clear that the City of Sunny Isles Beach <br /> is not operating or administering the PACE Program in any way <br /> and that all concerns about the Program should be addressed <br /> directly to the PACE Local Government, with clear contact <br /> information provided. <br /> iii. All complaints and resolutions shall be logged, with the following <br /> information at a minimum: date and time of complaint, customer <br /> and contractor information, details of complaint, when and what <br /> actions were taken by both the PACE Local Government and the <br /> contractor, and final resolution. <br /> iv. All disputes and complaints shall be investigated and resolved in a <br /> timely manner. Reports shall be provided to the PACE Program <br /> Page 10 of 17 <br />