Report a missed collection by calling us or submitting a request online.

If your waste collection carts were missed, contact us the next business day.

If you do not report a missed collection within this time, your missed carts may not be collected.

Our waste collection contractor works from 7:30am to 7:30pm. Please leave your carts out to ensure service.

Report a Missed Collection

You can report a missed collection online, or by calling our Waste Collection hotline at 604-590-7289.

Report Online


Reasons Your Cart Might Have Been Missed

Excess material in cart

Our collection hauler will not collect overflowing carts. 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 too close to 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.

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. Position your cart so it opens towards the street. The handle should be facing your property and the wheels should be against the edge of the curb.

Timing (7:30am-7:30pm)

Our waste collection hauler works from 7:30am until 7:30pm. Even if the truck typically services your cart at a certain time each week, the driver's route could change unexpectedly on 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, and recycling and garbage bi-weekly. There are no City garbage trucks on the road during recycling week, and vice versa. Review our Collection Calendar or download our Rethink Waste app for weekly reminders.

Unacceptable items found in cart

Unacceptable materials must not be placed in the carts. They contaminate waste streams and must be removed at the processing facilities. This results in financial penalties that may impact municipal waste collection charges.

Remove the unacceptable item(s) and review what is accepted in each of the carts. Do not place any plastic bags (even biodegradable or compostable ones) in the recycling or organics carts.