RECYCLE DEPOT CUSTOMER FEEDBACK AND DISPUTE RESOLUTION POLICY

Recycle Depot is committed to providing consumers with an inviting, positive, and reliable experience each time consumers return CRV material at any of the locations operated by its recycling operator partners. Recycle Depot empowers its recycling operator partners to solve all consumer concerns on-site at the time they are raised by the consumer; however, consumers may wish to communicate their concerns directly to Recycle Depot.

To facilitate this communication, Recycle Depot has established the dispute resolution policy below to address any consumer concerns regarding non-payment, underpayment, recycling operator performance, or any other issues related to Recycle Depot's CRV redemption program. This policy is designed to ensure timely, fair, and equitable resolution of any concerns or disputes in an effort to reinforce consumer trust and program accountability.

FILING A COMPLAINT
Consumers can file a complaint regarding any issue related to the Recycle Depot redemption program through the following channels:

• A toll-free phone number: (855) CRV-CASH / (855) 278-2274

• A “Customer Feedback” form available on the Recycle Depot’s website http://www.circularcrv.com/customer-feedback
   

ACKNOWLEDGMENT
Recycle Depot is committed to acknowledging receipt of all consumer complaints by e-mail within three (3) business days of receipt and provides the consumer with a unique reference number for tracking. Upon receiving a complaint, Recycle Depot documents it and logs key details digitally, including the consumer’s contact information, the nature of the complaint, and any supporting materials, into its complaint database to ensure accurate tracking and follow-up.

An electronic acknowledgment is sent to the consumer’s email address, including the reference number, confirmation of receipt, contact information for further inquiries, and, when possible, an estimated timeframe for follow-up. The complaint is then assigned to the appropriate staff member for investigation and resolution.
 
INVESTIGATION
Recycle Depot investigates all complaints and involves relevant parties, including its own field staff, or redemption site operators and their staff, as necessary. Transaction records, documentation provided by the complainant, and other relevant data are reviewed to investigate and resolve disputes and complaints involving non-payment or underpayment, and any other issues raised by consumers.
 
RESOLUTION AND ESCALATION PROCEDURE
Recycle Depot formally responds to all complainants within ten (10) business days of receiving consumers’ complaints by e-mail, outlining the findings from investigations, the outcome, and any corrective actions taken. If refund discrepancies are identified, Recycle Depot ensures the consumer receives the correct refund value or appropriate compensation.

If a complainant is dissatisfied with the Recycle Depot’s resolution, they may escalate the complaint to a Recycle Depot management member for further review. If the issue remains unresolved after internal escalation, Recycle Depot will provide the complainant information on how to contact and file a complaint with CalRecycle. Upon request, Recycle Depot will provide CalRecycle information collected regarding the complainant’s dispute.

RECORDKEEPING AND REPORTING
Recycle Depot maintains detailed records of all complaints, investigations, and resolutions for a minimum of five (5) years. Complaint data is analyzed quarterly to identify operational trends, address systemic issues, and improve program operations.