RecycLA

Council District 11 Survey Results

On October 12, 2017, Councilmember Mike Bonin sent an email to every business in Council District 11 that is registered with the
City of Los Angeles Department of Finance and has an email on file with the Department. Councilmember Bonins email asked for
business owners and landlords to share their experiences with recycLA - Los Angeles n ew system for collecting waste, recycling and
compost from business and apartment buildings.

More than 450 small business owners and landlords responded to the email and completed a brief online survey. T
he results to the
survey can be found below.

Question 1: Did you recycle with your previous waste hauling service provider?
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Council District 11 Survey Results

CUSTOMER SERVICE

Question 2: Receipt of the Change of Service Notification Letter - A letter from the Bureau of Sanitation was supposed to be sent
to each business and apartment complex to inform you of the upcoming change in service provider. Did you receive the letter before
the change in waste haulers?

Question 3: Receipt of the Welcome Packet - Following the Change of Service Letter and just prior to the transition, customers
were to receive a welcome packet from the new waste hauler. Did you receive a Welcome Packet before the change in waste
haulers?
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Council District 11 Survey Results

Question 4: Service Interruptions - Has the new waste hauler missed any pickups?

Question 5: On-Site Waste Assessments - New waste haulers were supposed to arrange on-site waste assessment visits, where
site-specific service levels and pick-up intervals could be established.
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Council District 11 Survey Results

Question 6: Delivery of New Bins - The new waste haulers was supposed to provide customers advance notice to coordinate
delivery of new bins.

Question 7: LASAN Customer Service - The Los Angeles Bureau of Sanitation (LASAN) customer service center was established
to assist with the transition. Have you reached out to LASAN and what was your experience like?
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Council District 11 Survey Results

RATES AND COSTS

Question 8: New Base Rates - The RecycLA program was designed to create predictable and protected rates. Has this been your
experience?

Question 9: New Fees - Fees are assessed on top of base rates, and could include charges that did not exist under previous waste
hauling contracts. One example is "a distance and access charge" each time the waste hauler rolls a receptacle more than 100 feet
out to the refuse truck. Have you been charged any new fees under the new waste hauling system?
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Council District 11 Survey Results

Question 10: Billing Transition - What has your experience been with the transition from one billing system to another?

Question 11: Billing Accuracy - Does your bill accurately reflect the combination of your new base rate and a fair accounting of any
new fees? Is the balance on your bill what was agreed to in your waste assessment with the new waste hauler?
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Council District 11 Survey Results

Question 12: Waste Assessment Results - An on-site waste assessment visit is where site-specific service levels and pick-up
intervals can be established through direct meetings with the customer.
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Council District 11 Survey Results

FINAL THOUGHTS

Question 13: Is your business recycling more or less with the new waste hauler than you were before the change?