About My Solid Waste Bill
What information Must Be On My bill?
The bill must include the company’s name, trade name, address, and toll-free phone number of where to call for information or to dispute bills. In addition, the bill must include:
- All rates and charges listed as a separate line item.
- Dollar amount and percentage rate of taxes or fees.
- Billing period.
- Due date.
- Date bill becomes past due.
When does a bill become past due?
Not until all services for the billing period have been provided. Bills can be for one, two, or three months of service.
How do I dispute a bill?
Contact the company and try to resolve the complaint with them. You must be allowed to speak to a supervisor. If you cannot get your dispute resolved with the company, contact the UTC. Once UTC staff initiate an investigation, companies are required to respond to staff within two full business days.
How can I learn more about the rates my company charges?
Many companies will post them to their website or send you a copy of their rates if you ask. If not, a copy must be available for public inspection at the company’s office. You may also review company tariffs (a document outlining rates, terms and conditions for providing service) on our website, at the UTC office in Lacey, or request that a copy be mailed to you. Unless the tariff is unusually large, there is no charge for this mailing.
How is my utility rate determined?
Many factors contribute to the cost of garbage, recycling, and yard waste services, including disposal fees, equipment, repair and administrative costs, employee wages, taxes and compliance with local regulations. When any of these costs increase, a company may seek approval from the UTC for a rate increase.
How will I know if my company is proposing a rate increase?
Your company is required to inform all customers of proposed rate hikes before they go into effect. Customers may comment in writing about any proposed rate increase or in person at public meetings. You can send us a letter or submit a comment on our website.
What can I do if I think my company raised my rates without proper notice?
If you feel your rates were increased without proper notification, speak with the company first; you can request a supervisor. For more information, read Customer Notice Requirements If you are still dissatisfied, contact the UTC.
How can I get more information about a pending rate increase?
Call the UTC’s Consumer Protection Help Line for information about participating in the rate-setting process. You may also request that your name be placed on an “interested persons” mailing list so that you are notified of any hearings regarding changes to your company’s rates.
How does the UTC decide whether to approve a rate change?
UTC staff examine all rate increase proposals to see if the request is fair, just, reasonable and sufficient. This review includes an audit of the company’s expenses. Comments from the public are also considered. After this review, UTC staff make recommendations to the three-member commission at a public hearing at which customers are allowed to speak on the proposal. The UTC may choose to approve changes proposed by a company, grant lower or higher rates, or postpone the rate increase for further investigation.
Deposits
When must I pay a deposit for service?
Generally, if you have good credit, you will not have to pay a deposit. If you do not have a satisfactory credit rating, you might be required to pay a deposit before service begins. Examples of conditions that might require a deposit include:
- An unpaid overdue balance owed to the same or any other garbage company.
- Your service was canceled by another garbage company for failure to pay amounts owing when due during the prior 12 months, or you have received two or more delinquent notices from any garbage company in the prior 12 months.
- Another occupant at your address has an overdue bill owed to the garbage company for service at the same address.
How much will my deposit be?
The deposit amount is based on the estimated annual billings: two-twelfths for monthly billing, three-twelfths for bimonthly billing, and four-twelfths for trimonthly billing.
When is my deposit due?
Half of the deposit is due when service is started, with the balance is due in two monthly installments.
When will I get my deposit back?
Once your deposit is paid in full, your deposit will be refunded after you pay your bill satisfactorily for 12 consecutive months. At that point, your deposit will either be applied to your next bill or returned to you. In either case, you will get your deposit amount plus interest. “Satisfactory payment” means you cannot have received more than two delinquency notices within the last 12 months, and the company has not started cancellation of your service.
Service Cancellations
Can my service be canceled without my permission?
Yes, if any of the following apply:
- You do not pay bills on time,
- You fail to keep a payment arrangement,
- You violate rules, service agreements or approved tariffs,
- The company believes it would be hazardous, unsafe or dangerous to persons or property to provide service,
- The company believes that driveways or roads are improperly constructed or maintained, do not have adequate turn arounds, or have other unsafe conditions, or
- You began service under dishonest or fraudulent means, such as using another person’s name.
Can a company cancel my service while I am disputing the bill?
As long as you pay undisputed portions of your bill, a company may not cancel your service if you’re attempting to resolve a complaint with the company’s representatives or if the UTC is investigating your complaint.
Must a company notify me before it cancels my service?
Yes. The company must provide you with two notices. The first notice must be mailed to you. The second notice can be delivered by telephone or by placing a notice or tag on your garbage container or primary residence door.
Are there any exceptions to the notification requirement?
Yes, if the cancellation is due to danger to life or property, dishonest or fraudulent use, or violation of a law requiring immediate cancellation.
May a company charge to restore my service?
Yes, if it removed your garbage containers and must redeliver them and its tariff contains a redelivery fee.
Restarting Service
The garbage company must restart your service on the next scheduled pick-up date, unless you ask it not to do so, once the cause of cancellation has been corrected or you pay all proper charges due or make satisfactory payment arrangements.
If I don’t owe a company anything, can I still be denied service?
A company can deny service if you live outside their service territory; if in the company's judgment, providing the service would be hazardous, unsafe, or dangerous to persons or property; if in the company's judgment, driveways or roads are improperly constructed or maintained, do not have adequate turn arounds, or have other unsafe conditions; if you have an overdue bill from the company for the same class of service at the same or a different location, and satisfactory arrangements for payment of the overdue unpaid bill have not been made; you request service at a location where there currently resides a former customer who has an overdue bill from the company for the same class of service at the same location, and satisfactory arrangements for payment of the overdue bill have not been made; or you obtained or retained service from the company by dishonest or fraudulent.
Service Complaints
What are some examples of service-related complaints?
Some examples include the delay of new service, missed collections, and refusal of service.
What should I do if I have a service issue with my garbage company?
You should first contact your company and ask them to investigate your complaint. If you are not satisfied with their response, escalate your complaint by requesting to speak with a company supervisor. If you are still not satisfied, you may file a complaint with the UTC.