Loading...
HomeMy WebLinkAbout2025-01-30; Republic Services' Action Plan for Enrolling Residents Receiving Services Without an Active Account (Districts -All); Gomez, PazTo the members of the: CITY COUNC11 Date\ \3o\25" CA / CC v' CM /ACM~M{3)-L._ January 30, 2025 Council Memorandum To: From: Honorable Mayor Blackburn and Members of the City Council Paz Gomez, Deputy City Manager, Public Works Via: Sheila Cobian, Assistant City Manager ~ {city of Carlsbad Memo ID# 2025013 Re: Republic Services' Action Plan for Enrolling Residents Receiving Services Without an Active Account (Districts -All) This memorandum provides information on an action plan developed by Republic Services, aimed at notifying residents who have placed carts for collection without an active service agreement or payment and to guide them through the Republic Services' enrollment process. Background After conducting a three-month service audit, Republic Services determined that approximately 500 residential accounts are currently receiving trash, recycling and organics hauling services without an active service agreement or payment in place. City staff collaborated with Republic Services to develop a clear action plan to address this discrepancy, emphasizing a proactive outreach campaign to encourage enrollment compliance. Discussion The action plan prioritizes proactive customer service by having Republic Services provide ample notice and opportunities for these residents to voluntarily enroll. If residents fail to enroll within the specified timeframe, Republic Services will proceed with auto-enrollment for these accounts. The following action plan was developed to encourage enrollment and avoid service disruptions: • February 3-14, 2025: Using a list of residential addresses identified through the audit, Republic Services will tag carts of residents who do not have an active service agreement. This tagging will serve as an initial notice to inform residents that they need to take action such as enrolling for services. Attachment A provides a sample cart tag template. • February 17, 2025: Postcards will then be mailed to both the property owners and site addresses (if different), providing clear instructions on how to enroll. The postcards will emphasize the importance of taking timely action to avoid auto-enrollment. Attachment B provides a sample postcard template. Public Works Branch Environmental Sustainability Department 1635 Faraday Avenue I Carlsbad, CA 92008 I 442-339-2646 t Council Memo -Republic Services' Action Plan for Enrolling Residents Receiving Services January 30, 2025 Page 2 • February 28, 2025: This will be the final day for residents to contact Republic Services and resolve any issues related to their account. Residents must act by this date to avoid auto-enrollment. • March 1, 2025: Auto-enrollment will begin for all residents who have not contacted Republic Services by the February 28 deadline. Those residents who are auto-enrolled will receive a letter informing them of the change to their account status and the beginning of service, as shown in Attachment C. No back payments will be assessed to these new accounts. Staff anticipate that this proactive customer service approach will minimize or eliminate the need for bin removal by Republic Services or any enforcement action by the city. Next Steps Staff will closely monitor this action plan and work closely with Republic Services to ensure compliance with current solid waste regulations. Attachments: A. Cart Tag Template B. Postcard Template C. Auto-Enrollment Letter Confirmation Template cc: Geoff Patnoe, City Manager Cindie McMahon, City Attorney Gary Barberio, Deputy City Manager, Community Services Laura Rocha, Deputy City Manager, Administrative Services Gina Herrera, Assistant City Attorney Kristina Ray, Communication & Engagement Director James Wood, Environmental Sustainability Director Avecita Jones, Senior Program Manager ATTACHMENT A URGENT NOTICE: ACTION NEEDED Dear Carlsbad Resident, Our records show that there is no active trash account or payment for service at this address. To avoid any disruption in service, please contact Republic Services immediately at 760.332.6464 to set up your account. If you believe this notice is a mistake, or if you already have an account, please call us right away at 760.332.6464 so we can resolve the issue. Thank you for your attention to this matter! RepublicServices.com/ CarlsbadCA ©2024 Republic Services, Inc. ~R"n REPUBLIC" ~'\\ SERVICES Sustainability in Action Dear Carlsbad Property Owner/Resident, Our records show that there is no active Republic Services trash account or payment for service at this address. To avoid any disruption in service, please contact Republic Services customer service immediately at 760.332.6464 to set up your account. If we do not hear from you by February 28, 2025, waste services will be auto-enrolled effective on the following day, and you will be billed for ongoing collection. If you believe this notice is a mistake, or if you already have an account, please call us right away at 760.332.6464 so we can resolve the issue. Thank you for your attention to this matter! &RT-REPUBLIC~ ~'\\ SERVICES RepublicServices.com/CarlsbadCA Sustainability in Action ~R~ REPUBLIC. ~~ SERVICES 5960 El Camino Real Carlsbad, CA 92008 Republic Services [Your Company Address] [City, State, ZIP Code] [Date] [Resident's Name] [Resident's Address] Carlsbad, CA {ZIP Code] Dear Carlsbad Property Owner/Resident, ATTACHMENT C Our records indicate that, as of February 28th, we have not received any communication from you regarding the setup of your Republic Services trash account. As a result, waste collection services have been automatically enrolled at your property, effective March 1 2025. You will now begin to receive regular waste collection services, and charges for these services will be billed accordingly. Look out for your first bill that will be mailed to your residence on March 20th. Bills are sent bi-monthly and include the cost of 2 months of service. If you believe this auto-enrollment is an error, or if you have any questions or concerns regarding your account, please contact Republic Services customer service immediately at 760-332-6464. Our team is available to assist you in resolving any issues or to discuss your service needs. Thank you for your attention to this matter. We appreciate your cooperation and look forward to serving you. Sincerely, Republic Services Phone: 760-332-6464 Email: CarlsbadService@RepublicServices.com