12-18-2024 Council Packet - Laserfiche WebLink

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Page 5 of 16 • A description of the materials that are appropriate for collection in said Container and a link to view online with educational materials; and • A website to obtain additional information and/or receive responses to questions the Service Recipient may have During the Roll-Out Period, Company shall not impose a Contamination or Overage Charge. ii. Post Roll-Out Period. The following shall apply after the Roll-Out Period: 1. Contamination. i. First and Second Occurrences. Company shall service Containers with Contamination except where there is visible Unacceptable Waste. Company shall provide a Violation Notice, where such contact information has been provided. ii. Third and Subsequent Occurrences. Company may opt to not collect Recyclables Containers with Contamination; in such event, the Service Recipient may request the Container be collected as Refuse. e. Overweight Containers. The Company may refuse to collect any Recyclables Container which the Company reasonably believes to be overweight. A Container shall be considered “overweight” if the total weight of the Container and contents exceeds two times the volume capacity of said Container (e.g., 192 pounds for a 96-gallon Cart). The Company shall provide notification to the Service Recipient regarding each instance of non-collection. f. Holiday Schedule. The following days shall be designated holidays on which the Collection Services shall not be provided: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. If a designated holiday falls on a regularly scheduled service day, Collection Services will be performed on the next weekday. Operations support and customer service are not required to be provided on Holidays. g. Customer Services. All Service Recipient contacts and requests will be made through one of the Company’s customer experience (CE) channels, which may include phone, chat, and contact back. Company shall have sufficient tools in place to handle the volume of contacts experienced on a monthly average. Company’s CE will offer an automated self-service guided flow or other technology as developed, to resolve most issues. If the matter cannot be resolved through the self-service options, the Company will provide a “contact back” option where the Company will respond to the customer. CE is generally closed on weekends and the following holidays: New Year’s Day, Martin Luther King Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. Customer service responsibilities include missed collection, ordering of broken cart, change in cart size, and request of additional recycling cart. h. Compliance with Laws. The Collection Services shall be performed in accordance with Applicable Law. i. Personnel and Equipment. The Collection Services shall be performed by properly trained and licensed personnel in adequate numbers and with adequate vehicles to complete the Collection Services in a safe and timely manner. j. Supervision. Company shall provide competent supervision in charge of working crews at all times while providing the Collection Service. k. Missed Pick-Ups and Complaints. All Recyclables scheduled for collection, must be placed at the curb or other designated location and ready for pick-up before 7:00 a.m. on the collection day; any Containers not collected because they are not at the curb or other designated location on time shall not be considered a missed pick-up. All complaints as to Company’s provision of the Collection Services, including alleged missed pick-ups, shall be given prompt and courteous attention. Company shall attempt to resolve all complaints promptly,