Find out what to do if your recycling, garbage, or organics cart was not picked up. 

When to report a missed collection

If your waste carts were not collected, first review the possible reasons for missed collection. If none of these apply, you can report the missed collection the next business day. City staff will review the incident and determine if the driver should return to service the carts. 

Missed collections must be reported the next business day. Reports made on your scheduled collection day, or later than one business day, will not be reviewed. 

Important reminders

  • Waste collection takes place between 7:30am and 7:30pm.
  • Carts must remain at the curb throughout this time to ensure collection.
  • If you've reported a missed collection, leave your carts at the curb.

What happens after you report

Once your report is submitted, City staff will review the incident, including video footage, to confirm whether the carts were placed out correctly and on time. Based on this review, the City will determine whether a return visit by the collection truck is warranted.

We aim to ensure fair and consistent service for all residents and appreciate your understanding as we review each case carefully.

Reasons your cart might have been missed

The cart wasn't out during collection hours (7:30am–7:30pm)

Curbside collection occurs between 7:30am and 7:30pm. Please note that collection times may vary week to week, and routes can change without notice.

Garbage, recycling, and organics are collected by different trucks, which often arrive at different times throughout the day.

Why collection times may vary:

  • Traffic delays
  • Road closures or construction
  • Weather conditions
  • Mechanical issues
  • Different drivers or vehicle availability
  • Route changes

Because of these factors, your cart may be picked up earlier or later than usual. 

To ensure it’s collected:

  • Place carts at the curb before 7:30am.
  • Leave them out until 7:30pm, unless they’ve already been serviced.

Trucks will not return for carts that are placed out late.

If your cart has not been collected by 7:30pm, you can report a missed collection on the next business day.

There was too much material in the cart

To keep Surrey’s streets clean and safe, the City does not collect carts that are overflowing. Overfilled carts can cause garbage to spill during collection, leading to litter on roads and sidewalks.

Please ensure your cart lid closes completely to avoid missed collection. This helps prevent litter, protects the environment, and shows respect for your neighbours and community.

To prevent overflowing carts:

Compacted material

Carts that are too tightly packed may not be serviced and could be left behind. Our collection drivers make every reasonable effort to empty each cart, but when materials are overly compacted or jammed, they may not empty fully. For safety reasons, drivers cannot use excessive force to dislodge stuck items, as this may damage the cart or cause it to fall into the truck.

To ensure your cart is emptied properly:

 

The cart was blocked

We do not collect carts that are too close to a car, tree or another cart. We do not want to damage waste collection 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.

More cart positioning instructions

  • Remove or cut back any hedges or branches to provide clearance.
  • 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.
There were unacceptable items in the cart

Received multiple warnings or educational materials

Contamination stickers and postcards are intended as educational tools to help you sort correctly. If you've received multiple warnings and continue to place unacceptable items in your carts, collection may be refused.

Homeowner and landlord responsibility

If you’re a landlord, it’s your responsibility to ensure your tenants are using the carts correctly. Please take the time to educate them on what materials are accepted in each cart to help prevent contamination and missed collections.

Neighbours using your cart

If you suspect a neighbour is placing items in your cart without permission, we encourage you to speak with them directly to resolve the issue. The City is not able to intervene in these types of civil matters.

To avoid service disruptions, please carefully review what is accepted in each cart and ensure only accepted items are placed in the correct carts. 

Do not use plastic bags in recycling or organics carts (even if marked biodegradable or compostable).

It was the wrong cart

We collect:

  • Organics: every week
  • Recyclables: every two weeks, alternating with garbage collection
  • Garbage: every two weeks, alternating with recyclables collection

There are no garbage trucks on the road during recycling week, and vice versa.

See collection schedules.

Report a missed collection online

The quickest way to let us know.

Contact

You can also report a missed collection by phone at 604-590-7289.

Report a waste collection issue

If your property was accidentally damaged during waste collection, please report it by making a claim through the City's risk management team.