Customer Service Standards

Solid Waste Management Services – Customer Service Standards

Solid Waste Management Services is responsible for collecting, transporting, processing, composting and disposing of municipal and private sector solid waste, recyclables, organics, electronics waste and household hazardous waste. The division manages 13 maintenance and operating yards, two single-stream recycling facilities, one organics processing facility, seven transfer stations and household hazardous waste depots and the Green Lane Landfill.

To start your service request call 311.

Complaint / Property Damaged

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

Completion Time
(Length of time to complete your request)
30 days

Internet Self Serve
(Complete Online)
Not available

Operator / Operations Complaint

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

Completion Time
(Length of time to complete your request)
30 days

Internet Self Serve
(Complete Online)
Not available

Operator / Operations Compliment

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

Completion Time
(Length of time to complete your request)
30 days

Internet Self Serve
(Complete Online)
Not available

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)
1 - 2 Business days (Tuesday - Friday)*

Internet Self Serve
(Complete Online)
Yes - 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

* If missed collection is reported before 2p.m. on the scheduled collection day, pick up is same day. If missed collection is reported after 2p.m. on the scheduled collection day, pick up is the following business day.

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)
1 - 2 Business days (Monday - Thursday)

Internet Self Serve
(Complete Online)
Yes - 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

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

  

Multi-Residential Collection - 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)
1 - 2 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

* If missed collection is reported before 2p.m. on the scheduled collection day, pick up is same day. If missed collection is reported after 2p.m. on the scheduled collection day, pick up is the following business day.

Multi-Residential Collection - 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)
1 - 2 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

* If missed collection is reported before 2p.m. on the scheduled collection day, pick up is same day. If missed collection is reported after 2p.m. on the scheduled collection day, pick up is the following business day.

Multi-Residential Collection - 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)
1 - 2 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

  

Curbside Collection - (ABCDs) - 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)
1 - 2 Business days (Tuesday - Friday)*

Internet Self Serve
(Complete Online)
Not available

* If missed collection is reported before 2p.m. on the scheduled collection day, pick up is same day. If missed collection is reported after 2p.m. on the scheduled collection day, pick up is the following business day.

Curbside Collection (ABCDs) - 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)
1 - 2 Business days (Tuesday - Friday)*

Internet Self Serve
(Complete Online)
Not available

* If missed collection is reported before 2p.m. on the scheduled collection day, pick up is same day. If missed collection is reported after 2p.m. on the scheduled collection day, pick up is the following business day.

  

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)
1 - 2 Business days (Tuesday - Friday)*

Internet Self Serve
(Complete Online)
Not available

* If missed collection is reported before 2p.m. on the scheduled collection day, pick up is same day. If missed collection is reported after 2p.m. on the scheduled collection day, pick up is the following business day.

  

  

Litter Collection - Litter Bin Program - 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)
3 days

Internet Self Serve
(Complete Online)
Litter pick up from sidewalk SR is available online

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

Litter Collection - Litter Bin Program - 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)
6 weeks *

Internet Self Serve
(Complete Online)
Not available

* The timeframe includes original investigation by ML&S and laying charges before SWMS is called in to removed posters. Actual removal could be done within 3 days.