Troubleshooting Common Bin Problems

Physical Damage

Common types of bin damage include:

• Cracked or broken body: Structural damage to bin walls causing contents to leak
• Broken wheels: Mobility issues preventing bin movement
• Damaged or missing lid: Exposure to weather, pests, and odor issues
• Broken handles: Difficulty moving or positioning bins
• Worn hinges: Lid won't stay closed or falls off
• Rust or corrosion: Particularly in older metal bins

Missing Bins

Situations where bins are not at the property:

• Bin removed during collection and not returned
• Bin stolen from property
• Bin blown away during storms
• New resident unaware of bin location
• Bin never delivered for new account

Overfilled or Overweight Bins

Collection issues due to excessive waste:

• Lid won't close due to overflow
• Bin too heavy for mechanical lifting mechanism
• Waste compacted creating disposal hazards
• Multiple bags placed beside full bin

Contamination Issues

Wrong waste type in specialized bins:

• General waste in recycling bins
• Liquids poured into bins
• Hazardous materials in regular bins
• Hot ashes or coals causing melting

Initial Information Gathering

Ask the customer these diagnostic questions:

Damage Classification System

Step-by-Step Procedure

1. Document the issue:
   • Open Service Request ticket → Bin Maintenance
   • Select damage type from dropdown
   • Add detailed description
   • Attach customer-provided photos if available
   • Note bin serial number (visible on bin or in account history)
2. Determine cause:
   • Normal wear and tear → No charge
   • Collection damage → No charge, investigate with operations
   • Customer misuse → Possible charge, escalate to Team Leader
   • Vandalism/theft → Police report may be required
3. Verify account status:
   • Check payment status (no outstanding overdue amounts exceeding 60 days)
   • Confirm service address matches property
   • Review bin allocation (customer entitled to bin per contract)
4. Schedule service:
   • Category 1: Routine maintenance queue
   • Category 2: Standard replacement schedule
   • Category 3: Priority/emergency replacement
5. Communicate timeline:
   • Provide specific date or clear timeframe
   • Explain interim waste disposal options if needed
   • Give ticket reference number
   • Confirm contact details for appointment

Investigation Steps

Before arranging replacement, investigate the circumstances:

1. Check collection history:
   • Review last 3 collection dates
   • Check if bin was noted as present during recent collections
   • Look for driver comments about bin location
2. Verify bin ownership:
   • Confirm bin was assigned to this address
   • Check bin serial number matches account records
   • Review bin delivery date if recently assigned
3. Explore possible locations:
   • Ask if customer checked common areas (shared bin stores, back of property)
   • For communities: Contact building management about central bin storage
   • Check with neighbors (especially for windy day incidents)
4. Determine disappearance reason:
   • Post-collection displacement: Bin not returned to property after service
   • Weather-related: Strong winds moved bin off property
   • Theft: Deliberately removed from property
   • Municipal action: Removed due to bylaw violation

Resolution Pathways

Addressing the Immediate Issue

When customer reports bin not collected due to being overfilled:

1. Explain collection policy: "Our collection vehicles can only lift bins where the lid can close fully. This is for safety and to prevent spillage during transport."
2. Provide immediate solution:
   • Remove excess waste and place in bags beside bin for next collection
   • Book additional one-time pickup for excess waste (fee applies)
   • Compress waste to reduce volume if safely possible
3. Schedule makeup collection:
   • Next scheduled pickup will collect properly filled bin
   • If urgent: Arrange special pickup within 48 hours (surcharge applies)

Addressing Root Cause

Help customer prevent recurrence:

• Assess waste generation: "Let's talk about your typical waste volume to find the best solution."
• Suggest bin upgrade:
  • From 120L to 240L
  • From 240L to 360L
  • Add second bin to property
• Review collection frequency:
  • Increase from weekly to twice-weekly
  • Seasonal adjustment during high-waste periods
• Educate on waste reduction:
  • Separate recyclables to reduce general waste volume
  • Compost garden waste instead of binning
  • Compress cardboard and packaging
  • Break down boxes before disposal

Wheels and Mobility Issues

When customer reports difficulty moving bin:

Lid Problems

Common lid issues and resolutions:

• Lid won't close:
  • Check for obstructions or overfilling
  • Inspect hinges for damage
  • Verify lid hasn't been swapped with wrong size
  • If hinge broken: Schedule lid replacement
• Lid falls off completely:
  • Broken hinge pins
  • Priority repair/replacement within 48 hours
  • Provide temporary cover if needed
• Lid won't stay open:
  • Worn lid stopper mechanism
  • Safety concern during filling
  • Non-urgent repair, schedule within 2 weeks

When Bins Are Tagged for Contamination

If collection crew left contamination notice on bin:

1. Explain the violation: Identify what was found in bin (photos may be available)
2. Review proper segregation:
   • General waste: Food scraps, diapers, non-recyclable packaging
   • Recycling: Paper, cardboard, plastic bottles, metal cans, glass
   • Hazardous: Batteries, chemicals, e-waste (separate collection)
3. Instruct on correction:
   • Customer must remove contaminating items
   • Place in correct bin type
   • Request re-collection for next scheduled day
4. Document in system:
   • Note education provided
   • Track repeat violations (three strikes policy for willful violations)
   • For commercial: May affect account standing after repeated issues