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Multi-Family Waste Requirements

Commercial Customer Service Agreements

Customer service agreements

When you enter into a service agreement with a commercial hauler, you are signing a contract. The initial term of the service agreement can be between two to five years, with one-year automatic renewals after the initial term.

Things to look for and compare when reviewing an agreement include, but are not limited to:

1. The initial term length 

2. The size of each container and the frequency of collection being offered

3. A total of additional charges, such as:

  • Environmental charges/fees
  • Bin drop or bin replacement charges/fees 
  • Fuel charges

4. What remedies, if any, the hauler will offer if service is not being rendered per the agreement (i.e. missed pick-ups). What options do you have for credits or fixing the issue(s)?

Illustrated paper on a manila envelope with blue pen on top and the word "contract" written across top. open_in_full
Photo of person in business attire pressing word "Request" on virtual screen open_in_full

Requesting a copy of your customer service agreement

Need a copy of your service agreement/contract? Contact your current commercial hauler to request a copy of your service agreement. You may call, email or send a request via standard mail. Sacramento City Code chapter 13.24.270(d) requires commercial franchise haulers to provide customers with a copy of their service agreement upon request.

If you have requested a copy of your service agreement from your current hauler, but have not received a response, please email the City of Sacramento's Commercial Waste Compliance team for assistance at wastecompliance@cityofsacramento.org and include the following information:

  • Your business/commercial property name
  • The service address for the property
  • Your commercial solid waste account number
  • The date(s) you requested your service agreement
  • The contact method used (ie: phone, email, mail).

Customer service agreement terms from city code

There are requirements in Sacramento City Code (13.24.570) that all service agreements from franchised haulers must abide by. Check to see that the terms of the agreement you are signing meet the following*:

  1. It is clearly labeled as a service agreement. 
  2. Describes the services to be provided by the hauler and the cost for providing such services. 
  3. Clearly states the initial term and renewal terms. 
  4. Automatic renewal for successive periods is no longer than one year, unless either party gives written notice of termination by mail or e-mail at least 30 days prior to termination date of the current agreement. 
  5. Customers are to receive written notice of price increases not less than 30 days prior to the effective date of such price increase. 
  6. Includes language stating that collection containers will be removed from the property of a customer within 3 days of final termination of services to the customer. 
  7. Does not require customers to pay over three months liquidated damages during the renewal term and over six months liquated damages during the initial term of the service agreement. 
  8. Does not require a customer to give a franchised waste hauler the exclusive right to provide recycling services or organic material collection services as a condition of a waste hauling contract unless the customer affirmatively indicates that is its desire. 
  9. Does not require customers to give notice of any offer by a competitor or require customers to give franchised waste haulers the right to respond to such an offer. 
  10. Provides requirements relating to the frequency and hours of collection, the size, placement and care of the containers pursuant to the standards set forth in Sacramento City Code 13.24.350, and special collections.

*If you have been provided a proposed or current service agreement/contract that does not meet the requirements listed above, please reach out to us at: wastecompliance@cityofsacramento.org for assistance.

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