The delivery of an excellent level of customer service is a goal which we have set ourselves.
When delivering services such as household waste collection, commercial waste collection, kerbside clean-up waste collection, recycling services, waste advisory services and landfill waste disposal services, we believe that you are entitled to be guaranteed of a certain level of service.
Guarantee
Our Level of Service Guarantee on Domestic Waste Collection
We will ensure that all eligible households are provided with the opportunity to participate in a refuse collection service. All domestic refuse services will be collected on the same day every week. Whenever there is a change in the day of collection we will notify you by written circular at least two weeks prior to the change. Our service will be conducted between Monday and Friday and will operate on all Public Holidays including Christmas Day and Good Friday.
We will supply a standard 240 litre split waste/recycling bin to every householder. We will also supply a second 140 litre waste container or second 240 litre split system on demand for those households requiring a second service on written confirmation from the owner or the owner's agent that the service is needed.
We will ensure that every customer is supplied with a serviceable refuse container.
The public health of the community will be safeguarded through timely and efficient waste storage and collection methods.
Charges for domestic waste services will be charged through Council's Rates system. In the case of casual services or missed services we will require that a separate charge be levied and paid through Council's cash receipting system.
We will ensure that each nominated household will have waste collected at the nominated frequency with the nominated frequency of missed garbage services no greater than 0.05% of the total number of services per year.
Where it is established that a person is incapable of moving their waste bin to the nominated collection point, arrangements will be made for the bin to be serviced from another collection point nominated by that person within the bounds of their property.
Our Level of Service Guarantee on Commercial Waste Collection
We will ensure that, upon written request, the owners of commercial and industrial premises are provided with the waste or waste/recycling service of their choice. These services include a 240 litre (non-split) waste bin, a 240 litre split waste/recycling bin or combinations or multiples of these.
All services will be collected on the same day every week. Whenever there is a change in the day of collection we will notify you by written circular at least two weeks prior to the change. Our service will be conducted between Monday and Friday and will operate on all Public Holidays including Christmas Day and Good Friday.
We will ensure that every customer is supplied with a serviceable refuse container.
The public health of the community will be safeguarded through timely and efficient waste storage and collection methods.
Charges for commercial waste services will be charged through Council's Rates system. In the case of casual services or missed services we will require that a separate charge be levied and paid through Council's cash receipting system.
We will ensure that each nominated commercial premises will have waste collected at the nominated frequency with the nominated frequency of missed services no greater than 0.05% of the total number of services per year.
Our Level of Service Guarantee on Kerbside Clean Up Waste Collection
We shall conduct a series of kerbside clean up services each year to remove excess solid waste from domestic premises. The series will include two combined collections for hard waste and green waste. Scheduling of the services is on a financial year basis. All occupants of domestic premises shall be notified in writing of details relating to the service between 7 and 14 days prior to the collection.
Green waste will be collected separately from hard waste in order that it may be diverted from landfill and processed for alternative disposal.
All hard and green wastes placed out for collection shall be collected within 5 working days of the final date for placement of the waste as indicated on the official notification.
It is incumbent upon recipients of the service to ensure that the weight of material placed on the kerbside for collection does not exceed that which could generally be lifted by 2 labourers at the same time. The total load (hard and green) should not exceed the following volume - 2 metres by 1 metre by 1 metre. Green wastes are required to be bundled in accordance with advice provided on the official notification.
Our Level of Service Guarantee on Recycling Services
Kerbside Services
We shall provide domestic and commercial kerbside recycling collection services in accordance with Levels of Service indicated in the "Domestic Waste Collection" and "Commercial Waste Collection" sections of this document.
Materials to be collected in the service include glass bottles and containers, newspapers, light cardboard, HDPE plastic containers, PET plastic containers, steel/tin cans, aluminium cans and milk and juice cartons (liquidpaperboard).
We, through our contractor, take possession of all recyclable material collected through the service and seek markets to ensure that it is recycled.
Recycling Centres
We shall provide a Recycling Centre at all waste disposal or transfer facilities. The purpose of these Centres is to act as a drop off point for recyclable and reusable materials.
Recyclable materials, which may be deposited, include glass bottles and containers, newspapers, light cardboard, HDPE plastic containers, PET plastic containers, steel/tin cans, aluminium cans, milk and juice containers (liquidpaperboard), car batteries, motor oil, cooking oil and tyres. This is subject to there being collection services for such materials.
There will be no charge for accepting these materials when handling is cost neutral or results in minimal costs. Charges for accepting these materials may be imposed in other circumstances.
Reusable materials, which may be deposited, include furniture, white goods, appliances, toys, building and landscaping materials and the like. This list is by no means exhaustive and could include anything which Recycling Market staff considers is saleable.
There will be no charge for accepting these materials when they are not delivered to the landfill or transfer station with other waste.
Recycling Market
We will operate a Recycling Market for the purpose of selling reusable material collected in the Recycling Centres.
A percentage of the profits at the Recycling Market venture will be made available to charity through the Mayoress' Welfare Committee.
In setting sale prices regard shall be had for:
- The apparent market value of the item, and
- The desirability of diverting such items from landfill, and
- The desirability of maximising financial returns to the charitable organisations who will receive profits from such sales.
Our Level of Service Guarantee on Consultancy Services
We will offer specialised waste management consultancy services to both the private and public sector. The products we offer are based on demonstrated expertise in local government.
The products include management systems to both ISO 14001:1996 (environment) and ISO9001:2000 (quality). The systems can be tailored to address administrative procedures, licence compliance, landfill management services and landfill maintenance procedures.
Benefits to recipients of these services include fast tracking of legal compliance and minimising of organisational legal exposure.
All outputs of this service will be "peer reviewed" before issue to the client.
Our Level of Service Guarantee on Landfill Waste Disposal Services
We will operate Council's waste handling facilities to the highest standard. These facilities include the Browns Plains Landfill and the Carbrook Transfer Station.
We will ensure that signage will be installed at both sites to inform customers of the conditions of entry and charges. In the event of major changes to charges and fees, the public will be informed of such changes at least one month before they take effect.
We will facilitate the ongoing quarterly meetings of the Browns Plains Landfill Community Consultative Group to provide community feedback on operations and planning at the site.
The operations of both sites will be conducted to meet all Commonwealth, State and Council legal requirements.
The efficiency of landfill operations and waste transfer operations will be optimised using continual improvement mechanisms.
We will safeguard the public health of the community through timely and efficient waste disposal methods.
The Browns Plains Landfill will be operated to maintain a balance between preservation of landfill tipping space and the maximisation of return on assets.
We will ensure that effective measures are in place to meet the requirements of the Environmental Protection Act 1994, the Environmental Protection (Interim Waste) Regulations 1996, the Workplace, Health and Safety Act 1995, the Health Act 1937, the Sewerage and Water Supply Act 1949, the Radiation Safety Act 1999, the Environmental Protection (Noise) Policy 1997, the Environmental Protection (Air) Policy 1997, Environmental Protection (Water) Policy 1997, the Integrated Planning Act 1997, the Integrated Planning Regulation 1998, the Environmental Protection Regulation 1998, the Environmental Protection (Waste Management) Regulation 2000, the Plant Protection Act 1989, the Transport Operations Act 1995 and the National Measurement Regulations 1999.
With respect to financial management of the waste handling facilities we shall ensure that:
- The costs of the operation are within budget.
- Revenue is on target to meet budget estimates.
- The return on assets for Council is on target.
- The extent to which pricing decisions have been driven by market rather than cost considerations will be monitored.
Our Level of Service Guarantee on Complaint Resolution
We will attend to complaints regarding the services provided as a priority.
Telephone complaints regarding weekly garbage collection services will be responded to within 24 hours of the receipt of the complaint.
Written complaints concerning contractor performance will be handled within 5 days.
Written complaints concerning contractor performance which require detailed investigations will be finalised within 10 days of the receipt of the complaint.