Existing customer support FAQs

Collection times can vary as routes change during the day, so we do not guarantee a fixed pickup time. If the timing is causing an access or noise issue, we can review the run and any practical time constraints for your site.

Request a timing review →

First, please check that your bin was placed at the agreed collection point and was accessible to our driver. If your collection was missed, please report it to us with the address or suburb, service type, collection date, and any relevant access details. This will allow our team to review the collection run and determine the next steps. Please note: Once a missed collection is reported, we will review the run and arrange a collection on the next available day

Report a missed collection →

If the driver cannot safely access the agreed collection point, the service may not be completed. Tell us what blocked access and request the next or an extra service. We can also review the site notes to help prevent the same issue.

Request an extra pickup / update access notes →

Yes. Extra pickups or overflow services can be requested, subject to the service type and route availability. Send the site details, waste stream and what needs collecting so the team can confirm the next available option.

Request an extra pickup →

Yes. We can review your collection day or frequency when your site’s needs change. Any change depends on route and access requirements, so tell us the site and the schedule you would prefer.

Request a service / schedule change →

Our collection services operate 7 days a week, 365 days a year, including public holidays. If your site has different access hours or restrictions on a public holiday, use Existing customer support so those site requirements can be reviewed.

Public-holiday access support →

Yes. An existing service can be adjusted if you need more, fewer or different bins. Submit a service-change request with the site details and the change you need, and the team will confirm the suitable setup and any service implications.

Request a service / bin change →

Report a missing, stolen or damaged bin as soon as practical, with the site details, bin type and a short description. A photo can help for damage. The team will assess repair or replacement; timing and any charge depend on the circumstances and your service agreement.

Report a bin issue / replacement →

Bin cleaning can be arranged for Rubbish Direct bins, either as a one-off or on a regular schedule. Exchange or lock options may also be available depending on the bin and site setup. Use the bin-issue route and include any access or key requirements.

Account / billing support →

Use the Account / billing support route for Direct Debit, invoice or account-detail changes. Do not send card, bank-account or other sensitive payment details in a comments box. Provide your customer, business or site identifier and an invoice number if relevant, and the team will confirm the approved process.

Account / billing support →

Contact us before moving bins or ending the service. Availability at a new address, notice requirements and any charges depend on the destination and your service agreement. The team will confirm the relocation, new schedule or cancellation process that applies.

Relocate / cancel service →