Solid Waste Management Services – Customer Service Standards

Day Time Collection – Not Picked Up*

• Completion Time: (Length of time to complete your request) 24 hours (Tuesday – Friday)
• Internet Self-Serve: (Complete Online) Yes

*Garbage, Recycling, Organics, Yard Waste, Christmas Trees, Bulky Furniture and Metal items, Electronics, Household Hazardous Waste

Day Time Collection – Multiple Addresses Not Picked Up **

• Completion Time: (Length of time to complete your request) 24 hours (Tuesday – Friday)
• Internet Self Serve: (Complete Online) Not available

** Garbage, Recycling, Organics, Yard Waste, Christmas Trees, Bulky Furniture & Metal items, Electronics, Household Hazardous Waste.

Night Time Collection – Not Picked Up **

• Completion Time: (Length of time to complete your request) 24 hours (Monday – Thursday)
• Internet Self Serve: (Complete Online) Yes

** Garbage, Recycling, Organics, Yard Waste, Christmas Trees, Bulky Furniture & Metal items, Electronics, Household Hazardous Waste

Night Time Collection – Multiple Addresses Not Picked Up **

• Completion Time: (Length of time to complete your request) 24 hours (Monday – Thursday)
• Internet Self Serve: (Complete Online) Not available

** Garbage, Recycling, Organics, Yard Waste, Christmas Trees, Bulky Furniture & Metal items, Electronics, Household Hazardous Waste

All Customers – Organic Container – Missing

• Completion Time: (Length of time to complete your request) 14 days
• Internet Self Serve: (Complete Online) Yes

All Customers – Organic Container – Repair (Wheel, Lid, Body)

• Completion Time: (Length of time to complete your request) Seven days
• Internet Self Serve: (Complete Online) Yes

All Customers – Request for Pick Up – Hazardous Waste

• Completion Time: (Length of time to complete your request) 24 hours (from scheduled date, not creation date)
• Internet Self Serve: (Complete Online) Yes

Garbage Bin – Investigate a Missing Bin

• Completion Time: (Length of time to complete your request) 21 days
• Internet Self Serve: (Complete Online) Yes

Blue Bin/Garbage Bin – Repair [Repair or Replace Broken Bin]

• Completion Time: (Length of time to complete your request) Seven days
• Internet Self Serve: (Complete Online) Yes

Blue Bin/Garbage Bin – Deliver a New Bin

• Completion Time: (Length of time to complete your request) 21 days
• Internet Self Serve: (Complete Online) Yes

Blue Bin/Garbage Bin – Deliver an Additional Bin

• Completion Time: (Length of time to complete your request) 14 days
• Internet Self Serve: (Complete Online) Yes

Blue Bin/Garbage Bin – Exchange

• Completion Time: (Length of time to complete your request) 14 days
• Internet Self Serve: (Complete Online) Yes

Blue Bin/Garbage Bin – Exchange – Pick Up a Wrongly Delivered Bin

• Completion Time: (Length of time to complete your request) 14 days
• Internet Self Serve: (Complete Online) Yes

Day Time Curbside Customers – Not Picked Up*

• Completion Time: (Length of time to complete your request) 24 hours (Tuesday – Friday)*
• Internet Self Serve: (Complete Online) Yes

* Garbage, Recycling, Organics, Yard Waste, Christmas Trees, Bulky Furniture & Metal items, Electronics, Household Hazardous Waste

Day Time Front End Customers Only – Not Picked Up**

• Completion Time: (Length of time to complete your request) One business day (Monday – Friday, *Excludes Wednesdays)
• Internet Self Serve: (Complete Online) Yes

**Garbage, Recycling, Organics, Yard Waste, Christmas Trees, Bulky Furniture & Metal items, Electronics, Household Hazardous Waste

Night Time Curbside Customers – Not Picked Up**

• Completion Time: (Length of time to complete your request) 24 hours (Monday – Thursday)
• Internet Self Serve: (Complete Online) Yes

**Garbage, Recycling, Organics, Yard Waste, Christmas Trees, Bulky Furniture & Metal items, Electronics, Household Hazardous Waste

Front End Customers Only – Request to Pick Up: Electronic Waste

• Completion Time: (Length of time to complete your request) 14 days (Monday – Friday, *Excludes Wednesdays)
• Internet Self Serve: (Complete Online) Not available

All Customers – Request for Pick Up: Hazardous Waste

• Completion Time: (Length of time to complete your request) 24 hours (from scheduled date, not creation date)
• Internet Self Serve: (Complete Online) Yes

Day Time Curbside Customers – Not Picked Up: Garbage or Recycling

• Completion Time: (Length of time to complete your request) 24 hours (Tuesday to Friday)*
• Internet Self Serve: (Complete Online) Not available

* If missed collection is reported before 2 p.m. on the scheduled collection day, pick up is same day. If missed collection is reported after 2 p.m. on the scheduled collection day, pick up is the following business day.

Day Time Front-End Customers Only – Not Picked Up: Garbage or Recycling

• Completion Time: (Length of time to complete your request) One business day (Tuesday – Friday, *Excludes Wednesdays)
• Internet Self Serve: (Complete Online) Not available

*If missed collection is reported before 2 p.m. on the scheduled collection day, pick up is same day. If missed collection is reported after 2 p.m. on the scheduled collection day, pick up is the following business day.

Night Time Customers – Not Picked Up: Garbage or Recycling

• Completion Time: (Length of time to complete your request) 24 hours (Monday – Thursday)
• Internet Self Serve: (Complete Online) Not available

Garbage or Recycling Container: Missing/Damaged

• Completion Time: (Length of time to complete your request) 21 days
• Internet Self Serve: (Complete Online) Not available

Request for Additional Recycling Container

• Completion Time: (Length of time to complete your request) 21 days
• Internet Self Serve: (Complete Online) Not available

Day Time Customers – Not Picked Up: Yellow Bag Garbage, Recycling or Organics

• Completion Time: (Length of time to complete your request) 24 hours (Tuesday to Friday)*
• Internet Self Serve: (Complete Online) Yes

*If missed collection is reported before 2 p.m. on the scheduled collection day, pick up is same day. If missed collection is reported after 2 p.m. on the scheduled collection day, pick up is the following business day.

Night Time Customers – Not Picked Up: Yellow Bag Garbage, Recycling or Organics

• Completion Time: (Length of time to complete your request) 24 hours (Monday -Thursday)
• Internet Self Serve: (Complete Online) Yes

All Customers – Organic: Missing

• Completion Time: (Length of time to complete your request) 14 days
• Internet Self Serve: (Complete Online) Not available

All Customers – Organic: Repair

• Completion Time: (Length of time to complete your request) Seven days
• Internet Self Serve: (Complete Online) Not available

All Customers – Recycling: Repair

• Completion Time: (Length of time to complete your request) Seven days
• Internet Self Serve: (Complete Online) Not available

All Customers – Organic or Recycling Container: Request for Additional

• Completion Time: (Length of time to complete your request) 14 days
• Internet Self Serve: (Complete Online) Not available

Transfer Station Comment

• Completion Time: (Length of time to complete your request) Seven days
• Internet Self Serve: (Complete Online) Not available

Transfer Station Odour Complaint

• Investigation Time: (Length of time to investigate your request) Seven days
• Completion Time: (Length of time to complete your request) up to 30 days*
• Internet Self Serve: (Complete Online) Not available

*In the event that remedial work is required.

Empty Overflowing Litter Bin

• Completion Time: (Length of time to complete your request) 24 hours
• Online Self Serve: (Complete Online) Yes

Clean Up/Pick Up Litter **

• Completion Time: (Length of time to complete your request) Three days
• Online Self Serve: (Complete Online) Yes

** From laneway, sidewalk & boulevard or during/after a special event