PSC order requires trash service to make changes

KANAWHA COUNTY, W.Va . (WSAZ) — The West Virginia Public Service Commission released an order for Waste Management, requiring the company to make improvements after months of customer complaints.

“I was simply getting inundated with complaints in February and March,” Del. Andy Shamblin, R-Kanawha said.

Shamblin went to the PSC with complaints in March, leading to a statewide investigation of operations.

“My constituents should not really have to go to their delegates or senators to try to remedy problems with garbage pickup, and garbage pickup is an essential service. It’s a service really, that we take for granted until it isn’t performed,” Shamblin said.

The PSC released its final order to the company on Friday, requiring Waste Management to immediately start making changes.

• Give customers a yearly reminder to update contact information.
• Provide a plan of action in the case customers are missed.
• Provide a plan of action for service interruptions.
• Track customers with service issues exceeding five days.
• Remove charges for extra bags.
• Issue credits for missed pickups exceeding 12 days.
• Placing a toll-free number with a live representative.
• Filing a monthly status report for missed pickups exceeding 12 days.

Shamblin said the most common complaint was poor communication with the company.

“We have an aging and an older population in West Virginia, and they need the ability to speak to someone on the phone so that they can resolve these issues and get updates,” Shamblin said.

Shamblin said he appreciates the cooperation with Waste Management, and he hopes for better service across the state.

“The PSC order has the affect of law,” Shamblin said. “They must comply with it, the PSC has the ability to monitor, to check and also to issue penalties if their order is not followed.”

WSAZ reached out to Waste Management for an interview, but the company only provided the following statement:

“WM believes we have been operating in full compliance with West Virginia Code and the Commission’s rules. We have no objections to identifying ways to better communicate future service delays, especially those due to inclement and severe weather, to customers and to the Commission. We will continue to work with the PSC on their recommendations as we strive to provide the best service to the residents of West Virginia.”

The PSC said the order doesn’t apply to all utilities, but it’s a notice for higher standards in response to complaints.

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