Report a missed collection by calling our hotline or submitting a request.
Report a Missed Collection
If your carts were missed, contact us the next business day. Failure to report a missed collection within this time may result in your missed carts not being collected.
Our waste collection hauler works until 7:30pm so please leave your carts out until then to ensure service.
Reasons your cart may have been missed:
Excess Material in Cart
Our collection hauler will not collect overflowing carts, as the material will spill onto the streets as it is being collected. Ensure that the cart lid is closed and order additional carts if needed. Learn how to prepare excess material in your cart for pick up.
Cart is blocked
If your cart is blocked by an obstacle like a car, tree or another cart our collection hauler will not service the cart. This is to prevent damages to vehicles or private property. Ensure proper spacing between the carts and all other obstacles.
Ensure the carts are at least:
- 1 meter (3 feet) away from any object (light pole, fence, hydrant, tree, or other carts);
- 3 meters (10 feet) of clearance above the cart; and
- 1.5 meters (5 feet) from parked vehicles.
Please remove or cut back any hedges or branches to provide clearance for our collection crews. Wherever possible, place carts on opposite sides of your driveway. Place your cart so that it opens toward the street - the arrow on the lid should point toward the centre of the lane or street (the handle will be facing your property). The wheels should be against the edge of the curb.
Our waste collection hauler works from 7:30am until 7:30pm. Even if the truck typically services your cart at a certain time, the driver's route could change unexpectedly, any given day. Collection vehicles will not return to a household that has their carts placed out late. To ensure collection, place your carts out before 7:30 am and leave them curbside until 7:30pm. If your cart is not collected by 7:30pm, report a missed collection the next business day.
Wrong cart placed on curb
The City of Surrey collects organics every week, but recycling and garbage carts are collected on a bi-weekly schedule. There are no city garbage trucks on the road during recycling week, and vice versa. Refer to our Collection Calendar to follow our bi-weekly schedule or download our Rethink Waste app for weekly reminders of which cart to place at the curb.
Unacceptable items found in cart
Unacceptable materials must not be placed in the carts, as they contaminate the waste streams and must be removed at the processing facilities. This additional step results in financial penalties that may impact municipal waste collection charges. Remove the unacceptable item(s) and refer to our website for what is accepted in each of the carts. Do not place plastic bags (even biodegradable or compostable ones) in the recycling or organics carts.