Report Bin Not Emptied - Regular Collection (Garbage, Recycle or Garden)

First:

  • Ask the customer, if there is a pink sticker on their bin? If yes, go to the process below named "Yes, there is a pink sticker on the bin"

Click here to view the pink contamination sticker
 

If there is no sticker, the following criteria must be checked before reporting a missed bin collection:

CSO:

1.Check if they have an active bin service with Council - go to 'Property & Rating' > Property Enquiry, then select Summary > Attributes.

Note if you see:
(a) 2 active bin options: This indicates they changed their bin option during the financial year. You must click on each option to review the start and end dates.
(b) Private Service: This indicates that Council does not provide them with a garbage service, advise them to contact their own garbage collectors.
 

2. Check collection day on Intramaps, they can report if it's within 2 business days after the collection day.

Yes, there is a pink sticker on the bin

Advise the customer:

A pink sticker on your bin indicates that it contains contaminated items, with the specific items causing the contamination marked on the sticker.
As a result, the bin will not be collected. Please remove the contaminated items and wait for the next scheduled pickup.

If the customer is upset and angry because we won't return to empty the bin. DO NOT CALL JJ's Waste.
Instead, submit a complaint report, and Waste Management will follow up with them.

In the meantime. they must move the bin from the nature strip until they are contacted.
Follow the complaint process below

How to enter a complaint

Complete Merit

Rubbish > Service issue > General Enquiry


Ask and record in the description of Merit 

  • Briefly explain the issue
     

Advise customer the report will be forwarded to Waste Services Unit, who will follow up with the contractor and get back to the customer within 3 days

If you have confirmed the collection days is correct for this property

Missed bins reason:

  • Customer admits they forgot to put the bins out
  • Customer advises they put the bins out but it was not collected by Council
  • The bin was only partially emptied

Follow the process below based on your working location

Counter staff

Complete Merit

  • Rubbish > Bin not emptied > Select type of bin 
  • Inform the customer that a report is being submitted to JJ's Waste, they will investigate what happened and contact you with an outcome.

Phone staff

CSO:

  • Advise the customer you are transferring the call to JJ's Waste, who will investigate what happened and provide the customer with the outcome.
  • Transfer to JJ's Waste

Merit correspondence Objective folder

CSO:

  • Open the email in the relevant correspondence Objective folder
  • Confirmed the collection was missed, then complete a Merit

    Rubbish > Bin not emptied > Select the type of bin 
     
  • NOTE: in the description box, enter the date and time we received the email from the customer.
  • Catalogue the email correspondence with the Merit number

Snap Send Solve

CSO:

  • Open the email from the SSS Public Folder in Outlook
  • Confirmed the collection was missed, then complete a Merit

    Rubbish > Bin not emptied > Select the type of bin 
     
  • NOTE: in the description box, enter the date and time we received the email from the customer.
  • Delete email in SSS Public Folder in Outlook

Happy/Sad Tags - Bin Recycling Bin Inspection Program

These tags are placed on Recycling and Green Waste bins only.

go to the Recycling Bin Inspection Program page

Recycling Bin Inspection Program

What items can be disposed of in the household bins,

CSO:

The document can be emailed to the customer using the template created in your Outlook
Download Council's A to Z Waste and Recycling Guide

How to report a customer complaint regarding JJ's Waste

If the customer wishes to complain about JJ's Waste services, enter a report

Complete Merit

Rubbish > Service issue > General Enquiry

Ask and record in the description of Merit 

  • Briefly explain the issue

Advise customer the enquiry will be forwarded to Waste Services Unit, who will follow up with the contractor and get back to the customer within 3 days

Contact Details