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What do I do if my Garbage is not picked up?

Our contractor who picks up the Blue Boxes, the Green Bins, the Refuse and the Garden Waste is very diligent at picking up from some 17,000 homes each Friday.  However, mistakes happen and at times I get a few calls from residents who are wondering what to do.

Quite often, it's not until the resident comes home from work that they discover they've been missed.  By that time, all the staff will have left and the switchboard at the Town is closed.  When the resident phones in and leaves a message on the voice mail, they are not sure if they should leave the bins out or take them back in again.  They also don't know if there will be a truck around on Monday, or do they have to wait until next Friday.

While the solution seems easy, there is a lot of coordination required to make that extra trip, and so each call needs to be handled in an individual way.

I have been working with the Waste Management Department and the Contact Centre and we now have a pilot project in place until until November 16, 2007.  We will then analyze the data and make any changes that are required.

The Solution 

Until November 16, 2007  we have extended the Friday hours of the Emergency Waste Management Phone Line  (905-415-7535) until 6:00 PM.  This line will be answered by a live, knowledgeable person from the Contact Centre, who will be able to tell you when a truck will be around.  This service will operate every Friday for Ward 5 during the pilot program.

You can also continue to send an e-mail to Customer Service who will respond to you first thing Monday morning.

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