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SW-INCIDENT: Customer Disputes

This is for when a resident is disputing a service provided or not provided based on the notation in our ELEMOS system. 

What is the cost for a disputed service?

There is no cost to call and dispute. If a service was not provided by no fault of the City, there will be a $10.00 fee to return. If services were not provided due to not being within guidelines, the guidelines not met will need to be corrected before Solid Waste will return. The fee will then be put on your next monthly bill. 

Who is eligible to dispute a service?

Any resident paying for City services that did not have their trash, yard waste, extra pick-up, or yard waste extra pick-up collected. The crew makes notations in our system, and those notations are relaying to the resident when a service is not provided. 

When is a customer dispute handled?

Once the call is placed, if 311 cannot resolve the issue, our office staff is contacted and researches the address. The call is returned within 24 hours. 

How can I dispute my missed services?

By calling the City's 311 call center. 

For 311:

Provide service request. 

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