Admin Order 53-21-07-F -- Solid Waste Rule Amendments

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Administrative Order - Page 21 of 30 R-3.250-R. Licensee Requirements Customer Service. 1. Responsiveness. Licensees shall have a local or toll free telephone number for communication with the public. The telephone number shall have an answering machine or voice- mail service in the event that a representative of licensee is not available to answer customers’ calls. Licensees shall respond to messages left on the answering machine or voice-mail service within four business hours. The intent of this section is that licensees shall respond to messages received in the morning before the end of that work day, and messages received in the afternoon before noon of the next business day. Licensee’s telephone and answering machine or voice-mail system shall be adequate to handle the volume of calls typically experienced on the busiest days. 2. Contamination Notification. A licensee is not required to collect solid waste or commingled material if the licensee determines that there are contaminants in the designated solid waste, recycling, yard debris, commercial food waste, or organics container. The first time that a licensee refuses to collect from a particular customer due to contamination, the licensee shall provide the customer with a written Notice of Contamination that explains the reason for non- collection and notifies the customer of the contamination fee identified in the adopted fee schedule that may be assessed for future instances of contamination. 3. Complaint Documentation. a. Complaint Log. All service complaints received by the City shall be directed to the subject licensees. All written customer complaints and inquiries received and forwarded to the licensee by City shall be date-stamped when received. Licensees shall log all complaints received from the City and the log shall include the date and time the complaint was received, name, address and telephone number of the customer, description of the complaint, the employee recording the complaint, and the action taken by the licensee to respond to and remedy the complaint. b. Complaint Response. Licensees shall provide at least an initial response to each complaint within one business day of receipt. Licensee shall log action taken by licensee to respond to and remedy the complaint. c. Complaint Record Retention. Licensees’ logs of complaints concerning collection of solid waste shall be retained for a minimum of twelve months and shall be available to City during business hours and at no cost. City shall, at any time during regular business hours, have access to licensee’s customer service records to review licensee’s response to customer complaints forwarded by the City. R-3.250-S. Solid Waste Collection Rates. 1. All licensees shall charge at least the minimum collection rate(s) for the services provided as set out on the Solid Waste Collection Rate Schedule (attached hereto and incorporated herein by this reference) and shall charge no more than ten percent (10%) above that collection rate.