CSWD adopts customer code of conduct to protect staff and improve customer interactions

The Chittenden Solid Waste District board unanimously adopted a customer code of conduct on June 24 intended to reduce abusive or harassing interactions at drop-off centers, depots and district facilities.

Staff explained the policy sets expectations for customers — including refraining from discriminatory language, threats, and verbal harassment — and establishes dispute-resolution steps and consequences for violations. Amy Juul said the policy was developed with input from managers, legal counsel and the executive board, and that staff also consulted the district’s Justice, Equity, Diversity and Inclusion group.

"We had 330,000 customer transactions in fiscal year 26," Amy said, noting the large volume of customer interactions as rationale for a clear, published policy and for posting at facilities and on the website. Staff said the district will use a webpage, signage at drop-off centers (including QR-code links) and other outreach channels to publicize the policy.

Commissioners asked where problem interactions are most frequent; staff identified the depot and Williston drop-off as places that have seen more heated exchanges, and staff described practical drivers such as appointment requirements and load-pricing that can prompt frustration. The board discussed providing clear escalation paths so frontline workers are not left managing angry customers alone; staff said managers' contact information and QR-code signage are planned as part of rollout.

The board moved and carried the policy adoption and asked staff to proceed with implementation and public outreach.