Quality Customer Service Program

All solid waste collection companies operating in Fairfax County are permitted by Fairfax County and are required to be bonded, insured and to operate within the requirements of Chapter 109.1 of the Code of Fairfax. In addition, some companies have chosen to take part in a voluntary Quality Customer Service Program.

NOTE: Quality Customer Service Standards #1, 2, 3, 4, 5 and 8 are strictly voluntary and are not enforceable by the county. The remaining standards: #6, 7, 9 and 10 are mandated by Chapter 109.1 and must be followed by ALL solid waste collection companies – even those who did not join the Quality Customer Service Program.

YOU are important to us as a customer. We understand that reliable service is as important as the price you pay for that service. We want your experience with our company to be positive. We want you to know what services you can expect for the price you are paying, and we want you to be satisfied with the services you are receiving. Therefore, we commit to the following basic principles:

1. We will provide separate collection for trash and recycling as agreed.
2. We welcome your feedback about our services and will maintain a customer service telephone line (and website) to receive your comments, answer your questions and address your concerns.
3. We will diligently address your customer service inquiry within one business day of being notified.
4. We will operate safely in your neighborhood and use employees trained for the job.
5. We will use environmentally friendly products when we can.
6. We will not collect in your neighborhood before 6:00 a.m.
7. When it is necessary to increase your base rate, we will notify you of the amount of the increase at least 30 days before it takes effect.
8. If you require services in addition to those covered by your base rate, we will either provide those services for an additional charge or let you know where you might obtain such services if we are unable to provide them.
9. We will distribute information to every new customer regarding our policies and procedures, including acceptable materials for curbside recycling and collection, and will update that information as changes occur.
10. We will provide refunds to customers who cancel service in accordance with our policies.

This program was developed through a joint effort of the Solid Waste Task Force, the Fairfax County Chamber of Commerce, the solid waste collection firms operating in the county, and the Fairfax County Government. The Quality Customer Service Program seeks to reduce customer service problems identified during the preparation of the 20-year Solid Waste Management Plan.