Your Rights Under the NYC Commercial Waste Zones (CWZ) Program

• The right to choose from at least three licensed carters operating in your Commercial Waste Zone.
   
• The right to review and negotiate the terms of your service agreement before signing.
   
• The right to receive transparent pricing, including rates that are at or below the City's maximum caps for refuse, recycling, and organic waste collection.
   
• The right to access contracts and customer support in English, Spanish, and Arabic. Additional translations are available upon request.
   
• The right to cancel service with 14 days’ written notice if you are on a month-to-month agreement.
   
• The right to a detailed invoice showing itemized charges, billing frequency, and service dates.
   
• The right to file complaints directly with the NYC Department of Sanitation (DSNY) or the Business Integrity Commission (BIC) if you believe your rights are not being respected.
   
• The right to request a Customer Rights Summary and a copy of the maximum rate sheet at any time.
   

Need Help or Have a Complaint?

If you have questions or believe your rights have been violated, please contact:

5 Borough Waste Removal Inc. 

📞 Phone:  (718) 480-6489  

📧 Email: info@5bwaste.com

NYC Department of Sanitation (DSNY)

🌐 Website: [www.nyc.gov/dsny](https://www.nyc.gov/dsny)

NYC Business Integrity Commission (BIC)

📞 Phone: (212) 676‑6275  

🌐 Website: [www.nyc.gov/bic](https://www.nyc.gov/bic)

We are committed to resolving customer concerns promptly and fairly.

1. How to Submit a Dispute
    
   • Email: disputes@5bwaste.com
      
   • Phone: (718) 480-6489 (ask for Customer Relations)
      
   • Online: Submit a request through our customer portal
      

1. Resolution Timeline
    
   • Initial response within 2 business days
      
   • Escalation to a Service Manager if unresolved within 7 business days
      
   • If no resolution is reached within 15 business days, customers may request mediation by DSNY or BIC
      

1. Missed Collection Complaints
    
   • We will return to collect within 12 hours of your complaint, unless non-collection is authorized under DSNY rules, or the matter is otherwise resolved with you.
      

 We provide contracts and customer support in English, Spanish, and Arabic.
If you need service in another language, we will arrange interpretation or provide translated materials upon request.