(1) Any collector with a collection agreement shall maintain an office at some fixed location and shall maintain a telephone at the office, listed in the current telephone directory in the name under which it conducts business in the city, and shall at all times during the hours between 7:00 a.m. and 6:00 p.m. of each weekday and between 7:00 a.m. and 6:00 p.m. on Saturday, have an employee or agent at that office to answer inquiries and receive complaints. The telephone number shall be toll-free from all portions of the city.

(2) The collector shall maintain at the office required by subsection (1) of this section a written log of all complaints and inquiries received. Such log shall contain the date of each inquiry or complaint, the caller’s name, address and telephone number, the nature of the complaint or inquiry, the action taken or the reason for nonaction, and the date such action was taken or a decision not to act was made. All inquiries and complaints shall be promptly resolved to the satisfaction of the city. Such log of complaints and other records pertaining to solid waste and recyclable materials handling services shall be open to the inspection of the city at all reasonable times and shall be maintained for a period of one year. Compliance with the requirements of this article is hereby made a condition of any permit or collection agreement awarded by the city after the effective date of the ordinance which adopts this chapter. (Ord. 716 § 2, 2021; Ord. 532 § 1. 2002 Code § 12-7.15).