Customer Bill of Rights
7:26H‐5.12 Customer Bill of Rights
1. A commercial, industrial or institutional customer has the right to select their solid waste collector on a competitive basis and to discontinue at any time, unless contractually obligated by a service agreement, provided that the collector is provided with a minimum of seven days written notice.
2. Residential customers who are responsible for hiring their own collection service have the right to select their solid waste collector on a competitive basis and to discontinue service at any time, provided the collector is given seven days written notice.
3. The solid waste collector shall provide collection service in the service territories listed in its tariff
4. A statement that the solid waste collector’s tariff showing terms and conditions is available for review at the department and that a complete list of solid waste collectors registered to provide service in their territory is available from the Division of Solid and Hazardous Waste.
5. The solid waste collector shall handle customer complaints in a prompt, courteous, and efficient manner and that in the event a solid waste collector fails to pick up solid waste on a regularly scheduled day and such failure is not caused by an act or omission of the customer, the collector shall make the pick up as soon as possible, but in no event shall it be later than the next regularly scheduled collection day. Should a collector fail to pick up solid waste from a commercial, industrial or institutional customer on two consecutive collection days, and such failure is not caused by an omission or act of the customer, the customer may cancel any service agreement or contract with the collector.
6. The solid waste collector shall remove and transport solid waste in an environmentally sound manner that safeguards the public health and preserved the quality of the environment.
7. The solid waste collector shall notify its customers in writing at least 10 days prior to any increase or decrease in rates.
8. The solid waste collector shall provide ten days written notice to the customer prior to the discontinuation of service. A collector may discontinue service for nonpayment of bills provided it gives the customer at least ten days for payment of the bill before issuing the ten day notice of discontinuing service.
9. Where solid waste collection service is provided in containers or other equipment supplies by the solid waste collector, and the service is discontinued either by the solid waste collector or the customer, the solid waste collector shall be required to remove its container or other equipment from the customer’s premises within three days of the effective date of discontinuance regardless of the status of the account.
10. The Department is available to resolve service or pricing issues and disputes and the solid waste collector shall not terminate service for non‐payment of disputed charges during a Department investigation.
11. The customer may make partial payments on collection service and disposal fees without risk of additional charges, penalties or disruption of service on the unresolved amount of a service or pricing issue or dispute and/or dispute‐forwarded to the Department for resolution.
12. If a customer will be absent from their residence or business for at least 30 days the customer may request suspension of solid waste collection services and billing for that period without charge.
13. The collector is responsible for assisting the customer in the selection of the most favorable service to meet the customer’s needs at the most reasonable rate.