8.29.060 Customer Service Responsibility and Coordinated Public Outreach Programs.
Collection companies shall work with the County to develop and implement a coordinated public outreach program.
A. Haulers' customer service responsibilities shall include, but not be limited to:
1. Notifications of new service availability, container delivery schedule, an explanation of the rate structure, and a schedule of collection days.
2. Program sign-up, container delivery, bin stickers, and replacement information.
3. Delivery of containers within 21 days of a request for service with collection service beginning within 35 days of a request.
4. A telephone hotline for their franchise area which shall be:
a. Accessible to residents for the purpose of providing program information and accepting service complaints;
b. Capable of responding to a large volume of phone calls.
c. Clearly shown on the collection equipment and all recycling and yardwaste collection containers, included in all mailings, and other publicity materials.
5. A process to resolve participation problems if access to the program is restricted due to impassable road conditions, other than those occasionally caused by severe weather situations. If the hauler deems the road conditions are regularly impassable by collection vehicles, the hauler will work with customers to determine a mutually agreed upon location for the collection of recyclables or yardwaste, preferably from the nearest roadway which is accessible by the hauler's collection vehicle.
B. At the initiation of a new collection program to allow for coordination of promotional and educational efforts, haulers shall provide the County with container delivery schedules and collection schedules showing where implementation will begin by geographic areas. Implementation may be staged.
C. County responsibilities shall include the development of a county-wide public outreach program. The program should include:
1. Newsletters mailed to all households and hand-outs for self-haulers.
2. News releases and an advertising campaign.
3. Coordination of design of brochures and other materials, such as stickers, to be mailed to customers or to be distributed with new bins.
4. An Internet website describing the haulers' services, how to sign-up for the new program, how to resolve a service complaint, and information about drop-off alternatives.
5. An email address to allow residents the opportunity to request brochures or other materials and to ask for additional information or help.
6. Traveling exhibits.
7. Incorporation of information about programs into youth and adult environmental education programs.
8. Presentations to civic groups.
9. Distribution of program information to participating cities and towns.
10. Staffing sufficient to provide information to customers with inquiries.
11. Automated telephone information line.