Article 3.13 Ombudsman

(a) (1) The Operator shall, at its own expense, establish the function of an ombudsman, who will serve as the first point of contact for all concerns and complaints of the residents about the Operator and its administration. The ombudsman is neutral and will listen to both sides.

(b) (2) The Ombudsman will propose a decision in an informal procedure after hearing both parties. This proposal is binding only if both parties accept it and do not revoke it within three days.