Collection Issues

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COVID 19

COVID-19 Update:

Below are changes to our curbside programs and services, and ways you can help during these challenging times:

Use our online form to report collection concerns since our phone lines are very busy at this time.
Our waste drop-off facilities have re-opened. However, our waste management offices remain closed until further notice.

This means that residents will be able to drop off garbage, large items, yard waste, organics, recyclables, used cooking oil and household hazardous waste. Regular hours of business: Monday to Saturday, 7 a.m. to 6 p.m. Fees will apply. No cash, please; pay with credit and debit cards.
Compost and mulch will not be available for pick-up.
At our Waterloo site, the Habitat for Humanity ReStore trailer, Goodwill Donation Centre and Bicycle Reuse program bunker will remain closed.
Our offices will remain closed. Containers (blue boxes, green bins) are available at the Household Hazardous Waste (HHW) depots:
- 201 Savage Drive, Cambridge (Monday to Saturday, 7 a.m. to 6 p.m.), and
- 925 Erb Street West, Waterloo, Gate 2, (Monday to Saturday, 7 a.m. to 6 p.m.).
The landfill is open to curbside collection contractors and commercial customers during regular hours. Electronic methods of payment only. No cash, please.
We appreciate your patience and understanding as we are trying to protect the wellbeing of residents and workers.

Bulky item collection (items that do not fit into an approved garbage bag or can) resumed on May 25, 2020. Please read this news release for details. Limits apply.
Garbage collection limits will be temporarily extended from four to six bags/cans every second week for each household or each duplex unit, and from 10 to 12 garbage bags/cans for small apartment buildings (having six or fewer units). This is to allow anyone who is sick to put recyclables that have touched their face in the garbage. We ask residents to please continue to limit the garbage they put out as much as possible to support curbside crews.
Yard waste collection started on April 13. Every-second-week collection will follow the 2020 yard waste calendar. Please do what you can to minimize how much you set out in consideration for collection staff at this time. Either hold on to some yard waste, or compost it in your backyard. Check this new release for details.
Our public tours are cancelled until further notice. Consider going on a virtual tour instead! Check out our 360 video, a virtual tour that takes you behind the scenes of our sorting centre and landfill.
Please take these extra steps to help protect collection crews:

Put all gloves, face masks, and cleaning wipes into a garbage bag.
Put all garbage in bags, including if you set out a garbage can for collection. Unbagged (loose) garbage items will not be collected. Tie all garbage bags tightly shut.
Place used tissues and paper napkins in the garbage, rather than the green bin.
Use liner bags (either paper or certified compostable plastic) in the green bin. Close the liner bag when you set your green bin out for collection.
If you are sick, place any item that has come into contact with your mouth, nose or eyes into the garbage. This includes items you would normally put in the blue box (or blue recycling cart, if you live in multi-unit building) such as water bottles, pop cans, milk/juice containers, etc.
And follow Public Health's recommendations about physical (social) distancing. We appreciate that you and your children may be interested in watching the collection crews work, but please do so from at least two metres away. Thank you!

Reminders:

For containers you do put in the Containers Only blue box, put them in loose. Do not bag.
Put all cleaning wipes in the garbage, even the "flushable" ones.

Facts on waste collection and disposal during the COVID-19 pandemic

When will curbside bulky, large item collection begin again?

Bulky item collection resumed on May 25. Every-second-week collection will follow the 2020 waste collection calendar; residents in the City of Kitchener and the Townships will be able to set out bulky items during the week of May 25, and residents in Waterloo and Cambridge will be able to set out bulky items during the week of June 1.

Limits will apply:

3 bulky items per household
10 bulky items for eligible small apartment buildings (up to 6 units).

Please use Waste Whiz search tool to find out if your item is allowed for Bulky Item collection, and how to prepare it.

Why are you expanding the garbage bag limits?

Garbage limits have been temporarily expanded to handle potential increases in the volume of garbage as more people self-isolate at home. The increased limits should also assist anyone who is sick and putting items that have touched their face into the garbage, include all recyclable items (water bottles, pop cans, etc.). Used tissues and napkins should also be put into the garbage during this time, rather than the green bin. The extra bags are not in place for spring cleaning.

Single family homes: 4 bag limit increased to 6 bags every second week
Small apartment buildings (3 to 6 units): 10 bag limit increased to 12 bags every second week

What can I expect when I drop off items at the Regional transfer station?

Our drop-off facilities re-opened to the public on May 4, 2020.

We are now open during normal hours: Monday to Saturday 7 a.m. to 6 p.m.
Sites are expected to be extremely busy, particularly on Saturdays. Long line-ups and wait times, typical of this time of year under normal circumstances, will be even longer as staff limit the number of vehicles permitted on site at one time and ensure an appropriate distance between drop-off areas.
When possible, please limit your access to the sites (essential trips only), and observe physical distancing.
Regular fees apply. No cash, please; pay by credit and debit cards only.
Household Hazardous Waste depots have also re-opened.
Programs that are not available:
- Compost and mulch are not available for pick-up.
- At our Waterloo site, drop-off programs for bicycles, building materials (Habitat for Humanity Restore trailer), and household goods (Goodwill Donation Centre trailer) are closed.

How will you be protecting the public/staff at transfer stations?

Physical barriers to prevent vehicles from pulling up close to one another for drop-off
New signs reminding residents to keep at least two metres of distance
Restrictions on the number of vehicles on site at any time
Plexiglass barriers at the weigh scales (where all work surfaces are continually wiped down)
Only accepting credit/debit (with a preference for TAP) and no cash. These are consistent with what is currently in place and working well for our curbside and commercial/business users currently using the sites

How will you deal with long line-ups?

Staff will be on hand to direct traffic on site, but residents are cautioned: at this time of year, our sites can typically see more than 1,000 vehicles a day. Line-ups will be long, as will wait times. We ask for everyone’s patience, and remind everyone that it is still “not business as usual”.

Why won’t compost be available for gardening?

We are re-opening to support essential waste service drop-off, particularly household hazardous waste and bulky items, where there are few other options in the community. We know the site will be busy and wait times will be long, and have decided to postpone this non-essential option for now to help manage site traffic.

Why do I need to use a green bin liner?

A liner bag helps contain the waste and makes it easier for material to exit the green bin, limiting exposure for our collection crews. Without a liner bag, items tend to stick to the sides of the container. The less handling of waste and containers, the healthier it is for the collection crews. Reminder: Please close the liner bag when you set your green bin to the curb for collection.

Why do I have to use a garbage bag, instead of having loose garbage in a can?

As a health precaution for the crews, it is important to limit their exposure to all waste, particularly any material that may come from sick families. Unbagged garbage is a blowing litter concern at all times, and is also currently a health concern. The less unnecessary handling of waste items and containers, the better it is for keeping crews healthy.

Are you still collecting green bins and blue boxes?

Yes, the majority of in-home waste comes from the green bin and blue box, and if residents are healthy, these items do not pose any concern for our crews. We encourage sorting of all items that can be recycled or composted, to continue diverting as much waste as possible from the garbage.

Here are some ways to help keep collection safe and efficient for our crews:

Use a liner bag in your green bin. Please close the liner bag when you set your bin out for collection.
If you are sick, put everything that has touched your face (tissues, paper napkins, juice containers, food scraps, etc.) in the garbage.
Use these tips to fit more into your blue box, such as crushing pop cans.
When you are setting out on windy/stormy days, please prepare your blue box items so they do not create litter.
Set out all your items by 7 a.m. on your collection day.
While you may be setting out more for collection, weight limits have not changed. Please ensure each blue box and green bin does not weigh over 23 kilograms (50 pounds).

How are you keeping crews safe?

As best as possible, collection crews have implemented their own health and safety procedures. Residents can help by taking these extra steps to protect them:

Put all facial tissues and napkins into the garbage, not the green bin.
Use a liner bag in the green bin (paper liner or certified compostable liner). Please close the liner bag when you set your bin out for collection.
Put all garbage into a garbage bag, not loose in a garbage can.
If you are sick, put any item that has touched your mouth, nose or eyes into the garbage. This includes items you would normally put in the blue box, such as water bottles, pop cans, milk and juice cartons, etc.

How can I report a collection issue?

The online form is the very best way to report any curbside collection concerns. This form is available online or on our app, Waste Whiz. Please include your email in the form to allow our staff to follow up on the issue.

Is there anything else I can do?

Please try to reduce the amount of waste you make and hold off putting your green bin and blue boxes out for collection until full. Now would be a good time to review your in-home waste patterns and find new ways to reduce waste. We suggest you start by playing the recycling game available on our Waste Whiz app, good for kids and adults alike!

Use the Waste Whiz below to find out how to recycle or dispose of an item or click on the other tabs to find your collection schedule, or play a sorting game. Under "Need help?" tab, set or modify your collection reminders, print out your personalized collection calendar, report a concern, or get other assistance.

This site determines waste services for residents living in single and semi-detached homes in Waterloo Region. Apartment buildings, businesses, condominiums and townhouse residents should call the Region's 24 / 7 customer service team at 519-575-4400 for more information.

Collection during snow events: Crews do their best to complete collection each day. However, during snow events, collection may be delayed due to road and weather conditions. If you set out items for collection, please ensure they are set out by 7 a.m. on your collection day and are visible and safe to access (keep at ground level, do not place on snowbanks). If your items are not collected by 6 p.m. on your collection day, please contact our Call Centre at 519-575-4400. We appreciate your patience.

Different trucks pick up different materials starting at 7 a.m. on each collection day (they work into the evening). The time that your items are collected will vary week to week depending on various factors such as the amount of materials at the curb, routing changes, road construction, and weather and road conditions. Collection crews sticker and leave behind unacceptable items.

Below is information to help you avoid collection issues, or figure out why your item(s) were not collected.

Top 7 tips to ensure your items are collected

Set out your items by 7 a.m. on your collection day. Collection crews start at 7 a.m. and their routes change without notice.
Set out your items as close to the street as possible, in a safe and accessible spot at the end of your driveway. Items placed behind or on top of snowbanks, or on opposite side of sidewalks cannot be collected.
Ensure your items are visible. Please do not place items behind parked cars, light posts, or snowbanks.
Properly sort and prepare your items. Check Waste Whiz (at the top of this page) to find out how to prepare specific items for collection. Use this sorting guide. Do not set out hazardous items.
Use approved collection containers.
Stay within the weight limit of 23 kilograms (50 pounds) for each blue box, green bin, garbage bag or can, bundle, and yard waste item.
Stay within the set out limits for garbage and bulky items. If you have garbage bags/cans over the limit, use garbage tags.

Troubleshooting guide to "Oops!" stickers and common collection issues

When an item has been set out on time and not collected, the collection crew will leave a sticker to indicate why it wasn't collected.

Below is a troubleshooting guide that shows each type of sticker, how to deal with items that were not collected, and how to prevent getting a sticker.

Oops! Not allowed sticker

Oops! Not allowed: An item may not be allowed due to health and safety issues, by-law requirements, or it may not be something that we collect curbside. Some examples include:

Bagged recyclable containers (cans, cartons, bottles and jars) in a blue box
Styrofoam in a blue box
Regular plastic bags in a green bin
Electronic waste (not collected at the curb - use local drop-off programs)
Broken glass, and syringes which are not safe to collect
Incorrect type of collection container

Check the Waste Whiz for details on how to properly prepare and dispose of your item.

Oops not bundled properly

Oops! Not bundled properly: Items that need to be bundled, such as cardboard, wood or branches, need to be sized and tied correctly for collection crews to pick up safely and to fit into their trucks.

Check the Waste Whiz for details and properly prepare the bundles for your next collection day.

Oops too heavy

Oops! Too heavy: Each blue box, green bin, garbage bag/can, bundle, and yard waste item must be no heavier than 23 kilograms (50 pounds). If your item exceeds the weight limit, split up the material into separate containers/bundles and set out on your next collection day.

Oops too many

Oops! Too many: There are limits on the number of garbage cans/bags you can set out for collection. Please:

Check the limits for garbage and bulky items.
Use a garbage tag for each garbage bag/can you set out that is above the limit.
Remove the items from the curb that were not collected, and set out on your next scheduled collection day within the limits. Option: Bring extra items to a Regional waste management site. Fees will apply.

Oops! Contents were frozen sticker

Oops! Contents were frozen: Items could not be collected because they were frozen to the container at the time of collection. This sometimes happens with blue box items and green bin organics.

Ways to ensure your items are easy to empty out:

Bag/bundle paper and boxboard before you put it in your blue box
Make sure your blue box is clean and dry before you place materials in it
Drain liquids before placing organics in the green bin
Use liner bags (and loosen the liner bag when you set the green bin to the curb)
Layer paper organics with food scraps in your green bin
Placing a paper egg carton or balled up newsprint on the bottom of your green bin.

Oops wrong week sticker

Oops! Wrong week: Garbage, bulky and large items, and seasonal yard waste are not collected every week. Bring in your item(s) from the curb and put them back out on your next scheduled collection day.

Please note also that Christmas trees have a specific collection period. Check the Holiday/Christmas trees schedule.

Winter tips: How to set out items for collection in cold and snowy conditions

Collection crews cannot collect items that are not safe to access, are not visible and are frozen inside of containers. Use these tips to help keep pedestrians, vehicles and our collection crews safe, and collection efficient in cold, snowy conditions:

Snow shoveled ledge with containers out for collection Make sure items are easily accessible.

Place the items either at the end of your driveway or shovel a ledge in the snowbank near the end of your driveway. Please make sure the ledge or "shelf" is on the road-side, not the sidewalk-side.
Do not place items on top of snowbanks.
Clear any snow and ice that may accumulate.

Ensure containers are visible.

If you use garbage bags, use black or green garbage bags. Do not set out garbage in white garbage bags.
Do not set items behind snowbanks, parked cars, shrubs or lamp posts.
Brush off snow that may accumulate on your items.
Set your items on the left-hand side of your driveway (looking at your house from the street). This makes it easier for the collectors to see your items when they are driving down the street.

Ensure your organics are easy to empty out of your green bin:

Drain liquids before placing organics in the bin
Use a liner bag and loosen it from the sides when you set your green bin out for collection
Layer paper organics with food scraps
Place a paper egg carton or balled up newsprint on the bottom of your green bin

Place items out the day of collection by 7 a.m., rather than the night before.

Consider not setting out your waste during major snow events.

Thanks for helping to make collection safe and efficient.

TIP! Remove your empty containers promptly so they don't get buried with snow, blow around or get damaged. Make sure your address is written on your containers, too!

How to set out items in windy or stormy conditions and prevent litter

Don't set items to the curb the night before collection if a storm or high winds are expected. Place your items at the curb by 7 a.m. on the day of collection if the weather is better. If it is still windy/stormy, consider waiting and set out your items next week.
Save lightweight items for your next collection day.
Prepare your blue box materials so that they do not blow away:
- Crush containers so they fit better in the blue box, and aren't as easily lifted by wind.
- Stuff all plastic bags in one bag and tie the handles of the outer bag.
- Put paper in a plastic grocery bag and tie the handles of the bag.
- Flatten, size, and bundle all boxes, such as corrugated cardboard.
- Stack your blue boxes. Place your Paper Products and Plastic Bags blue box on top of your Containers Only blue box.
Write your address on your blue boxes, green bin, and garbage can in permanent marker. This makes it easier for them to be returned.

Thanks for preventing litter in our community!

Top 5 tips to prevent summertime pests

Empty and rinse all food and beverage containers before placing them in your blue box.
Bury food scraps with paper waste (such as shredded paper and facial tissues), and keep the lid closed at all times. (Check out this flyer for more tips for preventing and controlling pests in your green bin.)
Clean your blue boxes, green bins, and garbage cans often. Freshen them up with natural deodorizers such as baking soda or white vinegar.
Set all items on the curb for collection by 7 a.m. on your collection day. Do not set them out the night before.
Replace broken or cracked blue boxes, green bins and garbage cans.

Collection in a construction zone

When streets are under construction, waste collection vehicles cannot safely or directly access the items you set out. Managers of the construction project will be responsible to coordinate with Region of Waterloo Waste Management staff to assure collection, and should communicate with you about waste collection details. In most cases, construction crews will move all the waste to certain location(s) on adjoining streets which are accessible to our collection crews.

To help, please

Write your address on each of your blue boxes and green bins, using permanent marker. This helps your containers to be returned to you.
Use garbage bags instead of garbage cans.
Ensure all of your items are prepared correctly.
- Do not overfill blue boxes.
- Keep within the limits for garbage and bulky items.
- Keep within the weight limit (23 kilograms, 50 pounds) for each container, garbage bag, and bundle.
- Ensure each container can support its contents. For example, please ensure paper yard waste bags do not tear when lifted.
Set out items on schedule, such as the every-second-week collection schedule for garbage/bulky items, and seasonal yard waste.
Follow the set-out times required by the construction project manager. It may be earlier than 7 a.m.
Keep informed. The Region and local municipalities provide information about construction projects.

Tips for moving day

Due to COVID-19, Regional waste offices are closed until further notice, and collection and drop-off programs have changed. Please refer to the information at the top of this page for details.

Whether you are moving into or out of Waterloo Region, below is information to help prevent collection issues.

Moving in

Welcome! We hope that you join our community in recycling all you can, preventing litter, and saving space in our one-and-only landfill.

Here are some steps to get you started:

Find out your collection service by going to our Collection by Building Type page. Or check your eligibility, collection day and schedule by typing in your address in our online Waste Whiz Search tool.
Get the correct collection containers.
- If you are in a large apartment building or townhouse complex, contact your site manager for an orientation to the waste management programs and get the correct containers.
- If you are in a detached single family home, duplex, or small apartment building (having six or fewer units) and receive Regional services, you can pick up a green bin and blue box for no charge at our Household Hazardous Waste depots located at 201 Savage Drive, Cambridge, and 925 Erb Street West (Gate 2), Waterloo, Monday to Saturday, 7 a.m. to 6 p.m.
Create an 'eco depot' in each of the key areas of your home. Have collection containers in your kitchen and bathrooms to help proper sorting and collection of waste.
Learn about our programs. Check out our web pages for curbside, cart, and drop-off programs, and brochures and other available resources. Remember to set all your items out by 7 a.m. on your collection day, do not go over the weight and garbage bag limits, and set out the correct items on the correct week.
Put the 3 Rs (Reduce, Reuse, Recycle) into practice. Check out our waste reduction tips to avoid waste every day, even during holidays, and a directory of local reuse stores and organizations. Recycling is very important to our community since the very first Blue Box program was invented here - so please recycle all you can.
Flatten and bundle all corrugated cardboard.
Use our waste app for collection schedule reminders and program updates.
Use the Waste Whiz search box to find out how to deal with an item.
Sign up for our electronic newsletter to keep up-to-date on our programs and services.

Again, welcome to Waterloo Region. If you have any questions about our programs and services or have a collection concern, we are here to help. Please contact our Call Centre at 519-575-4400 available 24 hours a day, every day.

Moving out

We know it's a busy time for you, but please plan ahead and figure out what you need to dispose of, and how you can dispose of items.

If you have curbside collection, please remember that the number of bulky items is limited every second week, and that items above the limit will not be collected.
If you have extra garbage, please use garbage tags.
Gather up batteries, unused or expired medication, paint, and other Household Hazardous Waste and drop it off at local depots.
Sort through your clothing and household items, and donate things you no longer want or need.
Sort through your food. Consider donating food you no longer want to local food banks, as appropriate. For food that has expired, please remove packaging, rinse and recycle packaging accepted in the Blue Box program and Blue and Grey Cart program, and place the food in your green bin (maximum weight is 23 kilograms (50 pounds).
Clean and leave behind the Region of Waterloo blue boxes and green bins, or the reusable recycling bags (for multi-unit buildings). These containers belong to the address.