A. Upon receipt of any notice of dispute from a customer about any bill, charge, or service, the franchisee shall thoroughly investigate the matter and promptly report the results of its investigation to the customer. Except in the event a customer has attempted to improperly dispose of hazardous waste in violation of the administrative operations standards and rules adopted by council, a franchisee shall not refuse service to any customer during a time of dispute.

B. If the franchisee is not able to resolve a dispute with the customer, the customer may contact the city manager or designee who will act as an informal arbitrator in an attempt to resolve the matter. Should the dispute remain unresolved, the franchisee or customer may then pursue the matter in any court with jurisdiction. [Ord. 872 § 8.8, 2014.]