FAQs

Frequently asked questions

First check to see whether there was any tag or sticker that might explain why your bins couldn't be emptied. This may be because of recycling contamination, or the truck being physically unable to empty your bin.

If there's no tag or sticker, please let us know using Report a Problem and select the "Rubbish-Non collection of bins" option. The collectors will aim to have your bins emptied the next day.

We will contact you later in October/November to discuss your requirements.

The new service has greatly increased the recycling capacity of most households so the council-run community recycling stations were no longer necessary. They also were often heavily contaminated.

Only the new blue crates are being used for glass collection. The old green recycling crates belong to you and you may want to repurpose them. If you don’t want them, we can  arrange to pick them up (and then recycle them).

The cost of the service will be included in your rates bill.

For many ratepayers, the new service will save them money.  If you used our rubbish bags, and you used one or more bags per week, then the new service will be cheaper for you. For those of you who used fewer than one Council rubbish bag per week, you may end up paying slightly more.

Our new system gives everyone access to a city-wide collection service and will result in fewer carbon emissions for our planet.

If there's an issue with your bin delivery, and you haven't already received a letter or response from the council, please log it via our bin enquiry form.

Please let us know via bin enquiry form with your selections and we can arrange this for you.

Your bins should be out on the kerb by 6am on your collection day, or you can put them out in the evening before collection day. It’s advisable to bring your bin back inside your property within 24 hours of your rubbish, recycling or garden waste being collected.

If you can’t get your recycling and rubbish to the kerb for collection due to a disability or medical reason and you have no one to put it out for you, we can help. Please let us know via our bin enquiry form and we’ll work together to make sure your bins get collected.

If your collection day falls on either Good Friday, Christmas Day (25 December) or New Year’s Day (1 January), then your collection will take place on the first Saturday immediately after the public holidays. Collections will take place as normal on all other public holidays.

Your landlord pays for the new rubbish and recycling bins as part of the property’s rates. If you want to change the size of your bins, please talk to your landlord.

You can still request assistance for kerbside collection due to a disability or medical reason if you are a tenant. Please let us know via our bin enquiry form and we’ll work together to make sure your bins get collected.

Yes, when you first visit the web app on mobile you should be prompted to add the app to your homescreen. If you've dismissed the prompt you'll be asked again after at least a week.

If you'd like to add the app manually, please follow the below instructions for your device.

iOS

  1. In Safari, go to www.toogoodtowaste.nz
  2. Tap the Share icon (the square with the arrow pointing out of it) at the bottom of the screen.
  3. Tap Add to Home Screen.
  4. Follow the onscreen instructions.

Android

  1. In Chrome, go to www.toogoodtowaste.nz
  2. Tap the three vertical dots at the top of the screen.
  3. Tap Add to Home Screen.
  4. Follow the onscreen instructions.