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Duke Energy Income Qualified Weatherization Program �.�.1 Memorandum of Understanding i ACTION 12. Work with Service Provider employees or subcontractors to obtain estimate(s) for work to be completed. Service Provider shall review the estimates to ensure work is reasonable and accurate. 13. Perform all activities related to customer claims tracking and handling (includes damaged property, improper installation, or problems with installation of measures). 14. Schedule installation and oversee work through completion. 15. Allow Duke Energy, NCCAA, Lockheed Martin, or their representatives to accompany workers on in -home visits or on customer service calls. 16. Maintain all updated information in the DEC WX Fund tracking and reporting system, including but not limited to: measure information; estimated savings; customer complaints; safety issues; and dollars spent. 17. Handle all customer complaints in accordance with the Customer Complaint Resolution Plan included in the DEC WX Fund Procedures Manual. 18. Be responsible for securing all confidential information in accordance with Duke Energy's standards included in the DEC WX Fund Procedures Manual, The Service Provider must notify NCCAA within 24 hours should a data breach occur. 19. Correct any deficiency found by the independent quality control team or the customer regarding the installation or product within 14 days. The Service Provider must also notify NCCAA Program Management of the situation via the DEC WX Fund tracking and reporting system within 24 hours. The Service Provider will track and report deficiencies and resolution in the DEC WX Fund tracking and reporting system. The Service Provider will be held financially liable for the correction of all deficiencies (regardless of how detected and whether resolved within the above - provided 14 day time period and whether the correction was undertaken by the Service Provider or another person or entity), including but not limited to: material and labor costs; costs for outside contractors and subcontractors; and all reimbursements, chargebacks, and other amounts claimed by or owed to Duke Energy arising from or related to any deficiency or its correction. 20. Be held financially liable to resolve customer complaints originating from mistreatment of customer homes, improper installation measures, and inaccurate information disseminated by Service Provider personnel and /or subcontractors working for the Service Provider. The Service Provider's financial liability includes but is not limited to: all costs of resolving customer complaints and all reimbursements; chargebacks; and other amounts claimed by or owed to Duke Energy arising from or related to any customer complaint or its resolution. 21. Submit for reimbursement of completed projects with required documentation. 22. Pay contractors (if utilized) once contract is completed. 23. Maintain and allocate spending /budget information as outlined in Schedule A. Budget Allocation: The initial budget for the DEC WX Program covers two calendar years; the first year begins on March 1, 2015 and ends on December 31, 2015 and the second year begins on January 1, 2016 and ends on December 31, 1016. Duke Energy, at its option, may extend the initial term for two additional one year periods. Any funding not requested for energy efficiency expenditures by the end of the calendar year will be forfeited. 31 Page MOU ## DEC 2015 - 0300 Attachment number 1 F -9 Page 105