Solid Waste Management Services – Customer Service Standards

Visit Circular Materials or call 1-888-921-2686 for residential recycling inquiries including missed collection and recycling bin service requests.
Solid Waste Management Services is responsible for collecting, transporting, processing, composting and disposing of municipal and some private sector solid waste, including garbage, recyclables, organics, yard waste, electronics, household hazardous waste and oversized and metal items. The Division manages four collection yards, one maintenance yard, seven transfer stations, six household hazardous waste depots, two organics processing facilities, Green Lane Landfill and 160 former landfills.

Complaint – Property Damaged

  • Completion Time: (Length of time to complete your request) 30 days
  • Internet Self Serve: (Complete Online) Yes

Operator/Operations Complaint

  • Completion Time: (Length of time to complete your request) 30 days
  • Internet Self Serve: (Complete Online) Yes

Operator/Operations Compliment

  • Completion Time (Length of time to complete your request) 30 days
  • Internet Self Serve: (Complete Online) Yes

Day Time Collection – Missed Collection*

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

*Garbage, Organics, Yard Waste, Christmas Trees, Oversized & Metal Items, Electronics, Household Hazardous Waste

Day Time Collection – Missed Collection – Multiple Addresses**

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

**Garbage, Organics, Yard Waste

Night Time Collection – Missed Collection*

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

*Garbage, Organics, Yard Waste, Christmas Trees, Oversized & Metal Items, Electronics, Household Hazardous Waste

Night Time Collection – Missed Collection – Multiple Addresses**

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

**Garbage, Organics, Yard Waste

Investigate a Missing Bin – Garbage

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

Investigate a Missing Bin – Organic

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

Bin Repair or Replacement – Garbage or Organic

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

New Bin Delivery – Garbage or Organic

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

Additional Bin Delivery – Garbage or Organic

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

Bin Exchange – Garbage

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

Wrong Delivery or Bin Return – Garbage or Organic

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

Request for Pick Up – Household 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 – Missed Collection*

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

    *Garbage, Organics, Yard Waste, Christmas Trees, Oversized & Metal Items, Electronics, Household Hazardous Waste

    Day Time Front-End Customers – Missed Collection*

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

    *Garbage, Organics, Yard Waste, Christmas Trees, Oversized & Metal Items, Electronics, Household Hazardous Waste

    Night Time Curbside Customers – Missed Collection*

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

    *Garbage, Organics, Yard Waste, Christmas Trees, Oversized & Metal Items, Electronics, Household Hazardous Waste

    Front-End Customers – Request for Pick Up – Electronic Waste

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

    Request for Pick Up – Household 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 – Missed Collection – Garbage, Recycling or Organic

    • 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.

    Front-End Customers – Missed Collection – Garbage, Recycling or Organic

    • Completion Time: (Length of time to complete your request) One business day (Tuesday to Friday, excluding Wednesdays)*
    • 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 – Missed Collection – Garbage, Recycling or Organic

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

    Bin Delivery – New, Missing or Damaged Bin – Garbage, Recycling or Organic

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

      Day Time Customers – Missed Collection – Garbage (Bin & Bag), Recycling or Organic

      • 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 – Missed Collection – Garbage (Bin & Bag), Recycling or Organic

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

      Bin Delivery – New, Missing or Damaged Bin – Garbage, Recycling or Organic

      • Completion Time: (Length of time to complete your request) Two to four weeks
      • 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) Yes

        *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) Two days
        • Online Self Serve: (Complete Online) Yes

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

        Date modified: August 14, 2026