Residential properties in CGD get one free hard waste collection per financial year if they are paying for Council residential garbage levy.
These properties are not paying a garbage levy so aren't eligible for a free collection.
- Properties with private collections
- Commercial or industrial property
- The Willow Lodge Caravan park residents advise them to speak to the caravan park managers.
- Properties that have been demolished and have return their bins to Council. (if customer insists they have Council bins at their property, see below process)
Counter process: if customer wants to book a hard waste or amend an existing booking
For new booking:
CSO:
- Offer to make the booking for the customer.
- Click to book a hard waste collection
- Provide pamphet to customer if they wish to contact WM to make their booking
Amend an existing booking
CSO:
- Advise customer to contact WM directly to amend the booking.
Phone process: if customer does not make a IVR selection
CSO:
- Cold transfer WMManagement, they will make the booking or amend existing booking
How can residents make a booking
Residents can book a collection:
- By calling WM Waste Management Services on 9721 1915 between 8 am and 5 pm Monday to Friday.
- Online at www.hardrubbishmelbourne.com.au
- Call Council on 8571 1000 and press 2 on the IVR (call will be transferred to WM)
WM Waste Management Services will advise when items to be collected are to be left out and when the collection will take place.
What happens after they make a booking
They will send the following:
- Hard Waste Brochure with rules and guidelines, plus information on what items are accepted and not accepted for collection.
- Pink “BOOKED" sticker – this sticker should be displayed when placing your hard waste out
- If the pink “BOOKED” sticker does not arrive in time, still place your items out the weekend before your booked collection date.
- It is highly recommended that you have your hard waste collected from inside your property (e.g. your front yard), if possible.
Additional hard waste collection (customer to pay)
Residents can book additional hard waste services throughout the year at their own cost. These additional services will be paid directly to WM Waste Management Services at the time of booking.
Booking can be made by calling WM Waste Management Services on 9721 1915 between 8 am and 5 pm Monday to Friday.
When do they put out the hard waste out?
Only to be put out the weekend before the collection date. If not, your free collection will be forfeited.
Maximum amount allowed: 3 cubic metres.
There are two options to choose from when placing your hard waste out for collection
Option 1: Putting hard rubbish on your property – highly recommended
We encourage you to choose the option of having your hard waste collected from inside your property (e.g. your front yard), if possible. This:
- allows you to arrange the item for collection at a time that suits you
- removes the opportunity for others to add to your pile and you exceed the 3 cubic metre allowance
- helps maintain a clean and tidy street
Collections from inside your property must be easily accessible and within five metres of the property entrance.
Option 2: Putting hard rubbish on the nature strip
If you choose to put your hard waste on the nature strip, items MUST NOT be put out earlier than the Saturday prior to the scheduled collection week and must be out by 6 am on the Monday of the scheduled week of collection.
Important collection information
- If the pink “BOOKED” sticker does not arrive in time, still place your items out the weekend prior to your booked collection date.
- Ensure material is out for collection by 6 am on Monday. Please do not add to the collection pile after 6 am on a Monday.
- All of your waste may be not be removed on the same day.
- Your items may be collected by one or more vehicles.
- All material collected (including compacted material) is taken to the Knox Transfer Station (KTS) for sorting and recycling.
- A 'knock back' notice will be placed in your letterbox if any non-compliant items are placed out for collection.
- If rubbish is put outside for collection too early, you may be contacted by local laws to remove or bring back inside.
Scavenging Hard Waste
Reports of scavenging can only be taken if the following conditions are met
- Callers must be willing to leave their details
- Anonymous reports may not be followed up
- have a photo or video clearly showing the scavenging with
- person's identity and/or
- car registration and/or
- location of where the scavenger lives
- Caller is willing to provide evidence of scavenging
Service Issues, Complaints and Special Requests Related to Hardwaste
Reports related to special requests:
- Unable to place items on the nature strip due to a disability
- Request for an additional free pick-up due to specific circumstances
- Complaint about the contractor regarding hard waste collection issues
- Had a prior booking but couldn't put out the hard waste due to unforeseen circumstances. Can another free collection be arranged?
- The property is rented, and the previous tenant already used the free collection. Can an additional free collection be provided?
Advise the customer that you will complete a report for them. The waste department will review and contact them back within 5 business days
Additional dumping on booked collections
- The resident is concerned that their rubbish won't get picked up due to additional dumping of rubbish.
- Reports that some else is adding dumped rubbish to their booked collection
CSO:
- Assure the resident that this is a common occurrence. They must wait until the following Monday after their booking date. Then contact us if still some rubbish has not been picked up.
Is the resident calling after the rubbish has been collected and some is still remaining? If yes enter a report.