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Augusta staff outline cart-audit and billing fixes after cases of multiple cans and disputed charges
Summary
After a contractual change shifted cart responsibility to a private carrier, staff described increased billing disputes and a multi-phase cart audit; staff committed to policy changes, an AMCS platform rollout, and follow-up with affected residents including one case where a rental was recorded with seven carts.
Augusta public works staff told commissioners the city's switch of cart responsibility to its new vendor, Coastal, created operational friction in the fall that increased turnaround time for billing-related service requests. Staff presented three years of performance data showing a pre-contract-change turnaround of roughly 90% resolved within five business days and a post-change three-year aggregate of about 84.4% within five business days; staff said weekly then monthly coordination…
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