Solid Waste Management Services – Customer Service Standards

Day Time Collection – Not Picked Up*

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) within two business days (Tuesday – Friday)

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

Day Time Collection – Multiple Addresses Not Picked Up **

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) 24 hrs (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 **

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) One to two business days (Monday – Thursday)
• Internet Self Serve: (Complete Online) Metals items, Electronics and HHM SRs not available oniline. All others available online

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

Night Time Collection – Multiple Addresses Not Picked Up **

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) 24 hrs (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/Damaged

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

All Customers – Request for Pick Up – Hazardous Waste

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

Blue Bin/Garbage Bin – Investigate a missing Bin

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) 14 days
• Internet Self Serve: (Complete Online)

Not availableBlue Bin/Garbage Bin – Repair [repair or replace broken Bin]

• Investigation Time: (Length of time to investigate your request) N/A
• 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/additional Bin

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

Blue Bin/Garbage Bin – Exchange

• Investigation Time: (Length of time to investigate your request) N/A
• 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

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

Day Time Customers – Not Picked Up*

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) One to two business days (Tuesday – Friday)*
• Internet Self Serve: (Complete Online) Not available

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

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

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) One to two business days (Monday – 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 Customers – Not Picked Up**

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) One to two business days (Monday – Thursday)
• Internet Self Serve: (Complete Online) Not available

**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

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

All Customers Request for Pick Up: Hazardous Waste

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

Day Time Customers – Not Picked Up: Garbage or Recycling

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) One to two business days (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

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) One to two business days (Tuesday – 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.

Night Time Customers – Not Picked Up: Garbage or Recycling

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) One to two business days (Monday – Friday)
• Internet Self Serve: (Complete Online) Not available

Garbage or Recycling Container: Missing/Damaged

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

Request for Additional Recycling Container

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

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

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) One to two business days (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.

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

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) One to two business days (Monday -Thursday)
• Internet Self Serve: (Complete Online) Not available

All Customers – Organic or Recycling Container: Missing/Damaged

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

All Customers – Organic or Recycling Container: Request for Additional

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

Transfer Station Comment

• Investigation Time: (Length of time to investigate your request) N/A
• 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.

Remove Graffiti from Litter Bin

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) Seven days
• Online Self Serve: (Complete Online) Not available

Install, Re-install, Replace Missing, Relocate or Remove

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) 14 days
• Online Self Serve: (Complete Online) Not available

Empty Overflowing Litter Bin

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) 24 hrs
• Online Self Serve: (Complete Online) Not available

Clean Up/Pick Up Litter **

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) Three days
• Online Self Serve: (Complete Online) Litter pick up from sidewalk SR is available online

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

Remove posters from street furniture

• Investigation Time: (Length of time to investigate your request) N/A
• Completion Time: (Length of time to complete your request) Six weeks*
• Online Self Serve: (Complete Online) Not available

* The time frame includes original investigation by ML&S and laying charges before SWMS is called in to removed posters. Actual removal could be done within three days.