Customer Service Hotline
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Solid Waste and
Emergency Response
&EPA Customer Service Plan
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United gfateS Environmental protection Agency
CUSTOMER SERVICE HOTLINE
Office of Solid Waste and
Emergency Response
Pilot Customer Service Plan
Mission
EPA's Office of Solid Waste and Emergency Response
(OSWER) maintains a contract-operated customer service
hotline to promote public awareness and involvement for its
programs. The hotline responds to questions from a wide range
of audiences with up-to-date information about waste manage-
ment, underground storage tanks, chemical accident prevention,
and Superfund sites. The hotline also responds to requests for
relevant documents, including federal regulations.
Service to our Customers
We serve the general public, state and local government
representatives, consultants, industry, members of trade associa-
tions, health professionals, lawyers, and others with diverse
backgrounds and varying degrees of knowledge.
We are available through a toll-free telephone system. You
may reach the hotline at (800) 535-0202 or via TDD, a telecom-
munications device for the hearing impaired, (800) 553-7672 ,
from 8:30 a.m. to 7:30 p.m. Eastern Standard Time.
Our Customer Service Standards
Your questions will be answered courteously, accurately,
and as promptly as possible, in either English or Span-
ish, or via TDD.
Every Information Specialist will listen to your questions
and help you find the information you seek. Hotline staff
will provide you the most current and accurate informa-
tion.
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Your inquiry will get an immediate response.
~ If we cannot answer your question immediately, vj/e will
let you know within five days how long it will take to get
an answer. In addition, the information Specialist will
give you his/her name so that you can call for mere
information or to check on progress.
If your call needs to be addressed by another Agency,
state, or local program, we will tell you whom to call to
obtain your answers.
If your information is available electronically, we will tell
you how to access it through EPA databases, Internet, or
other sources.
Actions to Improve Service
To provide you with the most accurate information and
efficient service, we have an automated message system which
immediately supplies information on regulatory "hot topics" and
directs you to the appropriate hotline program area at the touch
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of a button. For regulatory information, you will speak with a
hotline staff member who specializes in that area. Document
orders are referred to document specialists who quickly take and
respond to your orders.
We will work with all of the Agency hotlines to advertise the
availability of hotline services to the public, to provide callers with
appropriate referrals to other sources of information, and to
improve overall customer service. We will also develop standard
materials, such as customer satisfaction surveys, and put a
system in place to get your feedback on a regular basis.
Questions, Comments, or Complaints
We want to give you excellent service. We want to hear from
you about the quality of our service. Please call Carie VariHook
Jasperse at (202) 260-7388 or write to:
U.S. EPA
Attention: OSWER Hotline Project Officer (5305)
401 M Street, S.W.
Washington, D.C. 20460
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