Each Franchise Hauler shall maintain and provide to all Customers a local or toll free telephone number for Customer service, and shall provide all telephonic services in both English and Spanish. Each Franchise Hauler shall install and maintain telephone equipment, and shall have on staff a sufficient number of dedicated service representatives to handle the volume of calls typically experienced on the busiest days. Such dedicated Customer service representatives shall be available to answer calls from 8 a.m. to 5 p.m., Monday through Friday. Franchise Hauler shall also maintain an after-hours telephone message system to record calls received outside Franchise Hauler's normal business hours. Each Franchise Hauler shall provide the County a means of contacting a representative of the Franchise Hauler on a twenty-four (24) hour, and seven (7) day a week basis.
(Repealed and replaced by Ord. No. 3596, effective 12-07-21)
Each Franchise Hauler shall maintain a written log of all oral and written service complaints registered with the Franchise Hauler from Customers within County ("Complaint Log"). Each Franchise Hauler shall be responsible for prompt and courteous attention to, and prompt and reasonable resolution of, all Customer complaints. Each Franchise Hauler shall record in the Complaint Log all written and oral complaints, noting the name and address of complainant, date and time of complaint, nature of complaint, identity of supervisor, and nature and date of resolution. County has the right to inspect the Complaint Log upon written request. Unless the County provides Franchise Hauler with express written authorization for its disposal, such log shall be retained by Franchise Hauler for three (3) years beginning upon receipt of each complaint.
(Repealed and replaced by Ord. No. 3596, effective 12-07-21)
Each Franchise Hauler shall respond to all Customer complaints within twenty-four (24) hours, Saturdays, Sundays, and holidays excluded. Each Franchise Hauler shall make every reasonable effort to resolve all complaints within five (5) working days, with the exception of missed Customer pick-ups. If a complaint involves a missed pick up of Solid Waste, Recyclables, or Green Waste provided by the Customer for Collection in accordance with County Ordinances, then each Franchise Hauler shall Collect the Solid Waste, Recyclables, or Green Waste in question by the following day.
(Repealed and replaced by Ord. No. 3596, effective 12-07-21)
A Franchise Hauler may terminate collection service to any premises if the owner refuses to pay for the service in accordance with the rates approved by the Board, or for other reasons as may be established under rules and regulations adopted by the Board; provided, however, in no event shall a Franchise Hauler terminate said service without first notifying, in accordance with Section 4-03-1076, any person occupying the premises and the owner of the premises in writing of the Franchise Hauler's intention to terminate service and the reason for said termination not less than fourteen (14) days prior to the specified date of the termination of service and that the person may appeal, in writing, the termination not less than seven (7) days prior to the date of termination to the Solid Waste Director.
(Repealed and replaced by Ord. No. 3596, effective 12-07-21)
Any objections as to termination of service shall be submitted in writing by the owner or occupant of the subject premises to the Solid Waste Director. If an objection to termination of service is received by the Solid Waste Director prior to the date for termination of service, the termination of service shall be stayed pending a final decision on the objection to termination of service. If service has already been terminated at the time a written objection to the termination of service is received by the Solid Waste Director, service need not be resumed unless ordered by a final decision and/or in accordance with Section 4-03-1320 of this Chapter. The Solid Waste Director shall investigate any objection and render a decision in writing. Such decision shall be final unless appealed to a County hearing officer pursuant to Part 1, Chapter 31 of this Code, with a form furnished by the Clerk to the Board for such appeals. An appellant must pay a fee in an amount adequate to cover the cost of processing and hearing the appeal, as that amount is established from time to time by resolution of the Board.
(Repealed and replaced by Ord. No. 3596, effective 12-07-21)
If service is terminated due to delinquent payment of service charges, services may not be resumed until past delinquencies are paid in full and a deposit in the amount established by the Board of Supervisors by resolution has been made by the occupant or owner of the premises. Deposits under any circumstances shall not exceed the equivalent of one month's bill.
(Repealed and replaced by Ord. No. 3596, effective 12-07-21)