Report a missed collection

What to do if your collection was missed

Our trucks have cameras installed to check and verify missed collections. Investigation of a missed collection may incur us a cost.

Food scraps, rubbish and recycling bins placed on the kerbside and a collections truck fitted with a video camera.

Before you call

Check the following before you call:

Is it after 4.30pm on your collection day? You can only log missed collections after 4.30pm. The truck may still be coming.
Was your bin or bag placed out on the correct collection day?
Was your bin or bag at the kerbside before 7am (unless you have an earlier collection time)?
Is there a sticker on your bin explaining why we have not emptied it?
Do you have an Auckland Council bin or bag or are your collections managed by a private company?

If it is after 4.30pm and you have read these points and still believe we have missed your collection, phone us on 09 301 0101.

Helpful information about missed collections

What to do with rubbish if your collection was missed

You can wait until your next collection day or you can dispose of household rubbish at a transfer station (charges may apply).

See How to get rid of unwanted items for more information.

What happens after you report a missed collection

Three images on the missed collections process. The first shows food scraps, rubbish and recycling bins on a kerbside. The second shows a video recording being viewed on a tablet device. The third shows a contractor with a rubbish bin.

If you call us to report a missed collection and your bin or bag was placed out correctly, we will log a request with our contractor.

You will be provided with the following information about next steps:

Leave your bin on the kerbside at the usual collection spot.
Our contractor will view video recordings to confirm a missed collection.
If the recordings show your bin was missed, it will be collected within one working day.

Note: If video recordings show the contractor was not at fault, we will inform you to take your bin or bag back to your property.

Where to place your bin or bag for collection

You should place your bin or bag on the kerbside before 7am on your collection day. The bin or bag should not be placed on the road.

Some properties have earlier collection times. See Find your rubbish, recycling, and food scraps collection day.

Lock your food scraps bin by placing the black handle in upright position. Put your food scraps bin next to your rubbish and recycling bins with enough space for our collection trucks to safely empty bins.

If you share the berm with your neighbours, you should place the food scraps bin in a cluster or group.

For more information, see How to use your food scraps bin.

What to put in your bin for collections

For information on what items are accepted and not accepted in your rubbish, recycling or food scraps collections, see:

Public holiday collections

Collections are typically delayed by one day on public holidays. See Public holiday collections or sign up for holiday reminders.

Register now

Maximum weight for rubbish, recycling and food scraps collections

We do not pick up rubbish bins or bags, food scraps bins or recycling bins if they are too heavy.

If your food scraps bin is frequently over-full you can request an additional food scraps bin at no cost. Phone us on 09 301 0101.

Maximum weight allowances:

Bins	80L	120L	240L	360L	23L
Rubbish bin max. weight	20kg	30kg	60kg	N/A	N/A
Recycling bin max. weight	N/A	30kg	60kg	90kg	N/A
Food scraps bin max. weight	N/A	N/A	N/A	N/A	14kg

Bags and crate	40L	45L	60L
Rubbish bag max. weight	10kg	N/A	10kg
Recycling bag max. weight	10kg	10kg	N/A
Recycling crate (Aotea/Great Barrier Island only) max. weight	N/A	N/A	10kg

What to do if you missed your inorganic collection

There are other ways of disposing your household items.

See If you miss the inorganic collections in your area for more information.