Agenda - Council Work Session - 09/23/2025

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4.2. Services Required by Contractor 4.2.1. Collection. The Contractor shall provide Curbside Recycling Service to all Residential Properties on the scheduled day of service. Recyclables are to be collected Curbside, except where residents' physical abilities are impaired. In this instance, the Contractor shall provide a 'walk-up' service to the Recycling Cart at no additional charge. The Contractor shall offer a 'drive-in' service when requested by a resident. Said 'drive-in' service shall be billed by the Contractor directly to the Residential Property. 4.2.2. Missed Collections. The City will notify the Contractor by 12:00 p.m. of the work day following the scheduled collection day of all missed Collections. The Contractor shall pick up missed Collections no later than 6:00 p.m. of the day following the missed collection. 4.2.3. Customer Complaints. Service complaints shall be handled by the Contractor. The City will notify the Contractor of all complaints it receives. The Contractor is responsible for corrective actions and shall answer all complaints courteously and promptly. The Contractor shall provide the City an update on how a complaint was resolved. The Contractor shall provide personnel to receive complaints and answer curbside recycling questions via telephone and email between the hours of 8:00 a.m. and 4:30 p.m. on weekdays, excluding holidays (only those holidays outlined in Section 4.1). Furthermore, the Contractor shall have a voicemail system activated to receive telephone calls after hours and on weekends. The Contractor shall maintain a log of all complaints, including the nature of the complaint, property address, date and time received, Contractor's response, and the date and time of the response. The Contractor shall provide this information to the Recycling Manager monthly, or upon request. 4.2.4. Contamination. The Contractor shall describe the process and/or options they will use to address contamination when evident in a Recycling Cart. Please note that the City will not support the use of financial penalties against Residential Properties. 4.3. Additional Services Required 4.3.1. Spring and Fall Recycling Day Events. The Contractor shall provide, at no additional charge, personnel and equipment (truck(s) and roll -off dumpsters) to collect Recyclable Materials and scrap metal at the City's annual spring and fall recycling events (potentially additional materials if agreed upon between the Contractor and the City. Events are typically held on the first Saturday in May and the last Saturday in September at the City's Public Works Campus (14199 Jasper St. NW, Ramsey, MN 55303). Events begin at 8:00 a.m. and end at 12:00 p.m. (any customer in line at 12:00 p.m. will be serviced). Personnel are required to arrive by 7:30 a.m. on the event date (or 30 minutes prior to start time should the event time ever be adjusted). The following equipment and labor shall be provided biannually for recycling events: 6