View memo sent by the City to CEI to confirm this agreement.

Claims Resolution Process - agreed to by the City and The Illuminating Company

Regarding System Upgrade Work Including Tree Trimming and Removal Activities in the City

While Illuminating Company contractors are working in the City of Shaker Heights, the Company’s goal is to address and resolve all claims of debris and/or damage occurring to a customer's property as quickly as possible.  Toward this end, the Company will handle such complaints of debris and/or damages as follows:

1. If the resident notices debris remaining on and/or damage to property, including the tree lawn, while the contractors are still on site the resident is advised to speak to the Crew Supervisor, immediately. The Crew Supervisor has been instructed to try and resolve the claim on the spot.
   
2. If a claim cannot be resolved with the Crew Supervisor, OR if the resident discovers the debris and/or damage after the Illuminating Company or its contractor leaves the property, the resident should call the Illuminating Company Claims Office at 440-546-8785.  The resident will be asked to leave the following information:
   1. Name
   2. Address
   3. Contact Phone number
   4. Nature of the claim (ie: debris left on the property, yard waste placed on the tree lawn, tree damage, property damage or electrical damage, etc.)
      The resident may wish to take photographs of the debris and/or damage.
      
3. The Illuminating Company Claims office will return a call from a resident within one business day.  The Company’s claims adjuster will verify the claim.  If the resident has a question at any time during the claims process the resident should call the number above.
   
4. Claims of debris left behind by crews from the Illuminating Company or its contractors, including yard waste left on the tree lawn, will be resolved within three (3) business days, unless urgency requires a more rapid response (e.g. debris on a driveway), or unless weather prevents earlier cleanup.  Please note that stumps remaining in the ground are not considered “debris”, and will be cut level with the ground, unless an obstruction makes that impracticable. Also, note that branches and/or logs may be left, as neatly piled as possible, on the tree lawn for removal by the Company within three (3) business days. Otherwise, all logs, branches and wood chips will be removed by the Company or its contractor to the extent practically possible.
   
5.  As to claims of damage, the resident will be notified within ten (10) business days as to whether the Company has verified the claim and the responsibility of the Company and its contractor. If the Company and its contractor are responsible for the damage, the Company will notify the resident within ten (10) business days after the claim is made to the Company of the work to be performed and the estimated time period in which the repairs will be made. Note that certain landscaping repairs cannot be made during certain times of the year. If the estimated time for repair is not going to be met, the resident will be notified at that time of a new estimated repair schedule.