§ 20-25 Customer Service Plan.
RCNY § 20-25
(a)An awardee must establish and maintain a customer service plan in accordance with this section and the terms of its agreement with the Department pursuant to § 16-1002 of the Administrative Code. The awardee must comply with the terms of such customer service plan.
(b)Such customer service plan must include, at a minimum, a description of: (1) Customer service support tools, including but not limited to: a dedicated phone line for receiving customer inquiries, service requests and complaints, which must be actively staffed during normal business hours and have the capability for receiving messages 24 hours a day, seven days a week; (2) A company website, which must contain information regarding the awardee's name, office address, e-mail address, the customer phone number described in paragraph (1) of this subdivision, the maximum rates that the awardee is authorized to charge pursuant to the agreement entered into with the Department pursuant to § 16-1002, instructions for requesting initial service, and instructions for making customer complaints and service requests; (3) A protocol for promptly addressing customer service requests and complaints; (4) Performance metrics or other methods of measuring customer service, including but not limited to a process for tracking customer service requests and complaints and the awardee's response times for addressing such requests and complaints; (5) Customer service standards, including but not limited to hours of operation and emergency contact protocols; (6) The awardee's plan for addressing the language access needs of customers in the zone, including but not limited to an assessment of the primary languages spoken by customers in the zone and a description of the specific tools used to provide quality customer service to customers with limited English proficiency; and (7) A process for customers to contest invoices, request changes to level of service provided, and request changes to costs for service based on changes in amount of waste generated by the customer; and (8) The awardee's plans, if any, for the set-out of commercial waste in a manner that promotes the City's goals of improving cleanliness, rodent mitigation, order and safety on City sidewalks.
(c)If a customer submits a missed collection complaint, the designated carter must return to the premises and collect the commercial waste that was missed within 12 hours of receiving such complaint, unless: (1) the awardee has elected non-collection of the commercial waste for reasons authorized in 16 RCNY § 20-23 and in accordance with the applicable procedures described in 16 RCNY § 20-24, or (2) the awardee otherwise resolves the customer complaint in a manner agreed upon between the customer and the awardee. (Added City Record 11/16/2021, eff. 12/16/2021*) * Editor's note: For specific effective date provisions, see the editor's note at 16 RCNY Ch. 20.
