All complaints shall be made directly to the Environmental Services Department and shall be given prompt and courteous attention. In the case of an alleged missed scheduled collection, the City shall investigate and, if such allegations are verified, shall arrange for the collection of the refuse not collected within twenty-four (24) hours after the complaint is received and verified. The Environmental Services Department shall not be held responsible for collection of any refuse which has not been placed at the curb, at the appropriate time. The Manager of Environmental Services may at his/her discretion direct his/her employees to pick up the uncollected refuse. When complaints are received from the same address more than twice in a calendar year and it has been established by said Manager that the Department is not at fault, then the refuse will be picked up at a fee of forty-five dollars ($45.00) which will be added to the Utility Services Bill. (Ord. 12721-17. Passed 5-24-17.)