If your road does not appear in the App, it may be possible that the road may not receive kerbside services. Please contact Council to enquire about whether we can service your property. If your road is a new road, we will need to add it to the App. To help us improve your experience, please contact Council to have the road added. You can contact Council by using the ‘Make a Request’ link under the ‘More Info’ section at the bottom right of the App home screen
Council provides an assisted service for occupiers who, through a medical condition or disability, are unable to place their wheelie bin at the collection location*. This service is only available if there is no able bodied person residing at the premises. This service includes retrieval and return of wheelie bins from within your property boundary, not exceeding a distance of 50 metres from the collection location*. If an occupier requires an assisted service they are required to lodge: * a completed Assisted Service Request - Waste and Recycling Collection application form; and * a current medical certificate/letter from a medical professional stating that the occupier is unable to place their wheelie bin at the collection location* for emptying. An updated medical certificate/letter must be provided every two years for occupiers requiring an ongoing service. If approved, the assisted service will commence within 10 working days of approval. * Collection location - means a place at, or adjacent to, premises at which a standard general waste container associated with the premises can be easily accessed by a general waste collection vehicle without causing obstruction. To request an in-home collection service, select the ‘Make a Request’ link under the ‘More Info’ section at the bottom of the App home screen and provide details about the reason for your request. Alternatively contact Council on 1300 790 919 [tel:1300790919].
Waste bins are collected once per week. Recycling bins are collected once per fortnight. Find you bin service day by setting your street address in the app. To do this, click on the Menu icon in the top left corner of the App home screen, and click on Settings > Address. Search your address and select. You can also choose to add reminders for collections. To do this, click on the Menu icon in the top left corner of the App home screen, and click on Settings then tap the bin Reminders toggle to turn on, then select the preferred time you would like to be notified on the day before collection.
Waste and recycling collection vehicles contain cameras which allow drivers to see the waste and recyclables in the bins and scan the waste and recyclables for hazardous items or contaminants as the bin is emptied into the truck. If the driver sees anything on the camera (or anything visible from the road) that looks like it could be hazardous or a contaminant, the driver will place the bin down and the bin will not be serviced. If the driver confirms that there is hazardous waste or a contaminant they will report this to Council.
The Waste and Recycling truck drivers will leave a sticker on the bin if they notice there is a problem with the waste or a request to assist the collection driver to provide an efficient service on your next collection day. It may be any of the following requests or reasons: * place your bin(s) on level/higher ground * place your mobile bins 1 metre apart * place your mobile bin(s) 1 metre away from trees/posts/poles * place mobile bin(s) away from parked vehicle(s) – vehicle obstruction has occurred * Place mobile bin(s) where repositioned today in future * Place mobile bin(s) out for collection by 6am * Place mobile bin(s) as close as possible to kerb, wheels and handle facing back towards your house * Wrap/bag dusty materials such as vacuum cleaner dust or grass clippings * Mobile bin lids must be closed as overloaded bins will not empty completely * Mobile bin is overweight – truck cannot lift * Not your kerbside collection day/week * Materials in mobile bin not acceptable Materials in recycling mobile bin that are not recyclable
Daily collection routes can change without notice, so to avoid your bin being missed make sure bins are put out before 6:00 am on the collection day (or the night before).
If your bin has not been collected, there could be a number of simple explanations. * It is not your bin service day or recycling service week. * The bin was not presented on time. Bins should be presented before 6:00 am on servicing day (or the night before). * A bin service is not connected to the property or additional bins have been presented. * The bin is not a Council bin (i.e. private purchase or from a different local government area). This can be an indication that there is not a service connected to the property. * Sometimes the driver may be delayed on the collection route due to things beyond the driver’s control. When this happens, the driver will come back and collect your bin as soon as possible. * There may have been a route change or driver change, and your bins were accidentally missed. * There may have been long items protruding from the bin. Lids should be able to close – long rigid items can fling out of the hopper when loaded and damage the truck or other passing vehicles. Long items can be taken to a Waste Facility or broken down into smaller pieces. * The bin was too heavy to lift (truck lifting devices have an in-built safety cut-off at 85kg). Heavy items, such as builders waste, workshop items, earthen material (soil, rocks, tree branches/stumps) should be taken to a Waste Facility. * The bin was emptied but waste compacted into the bottom of the bin was stuck. This can be avoided if you put heavier or denser waste on the bottom of the bin, and lighter less dense waste on top, and not compact the waste into the bin. * The bin is in an unsafe servicing location, facing the wrong way or there were obstructions preventing servicing (such as overgrown vegetation, power lines). * The bin was contaminated with liquid waste or hazardous waste (like asbestos and gas cylinders) or the recycling bin was contaminated with general waste. Where a bin is presented but can’t be serviced, the driver will usually leave a sticker on top of the bin explaining why the bin was not serviced.
Replacements and repairs are free of charge. The bins are the property of Council and the contractor maintains the bins as part of providing the waste collection and recycling service. If your bin requires maintenance, please submit a request to Council via the ‘Make a Request’ link under the ‘More Info’ section at the bottom of the App home screen or contact Council on 1300 790 919 [tel:1300790919].
Bins are serviced on all public holidays including Christmas Day, Boxing Day, New Year's Day, Good Friday and Easter Monday.