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Commercial Service Questions

  • My bin was not picked up. How do I get it emptied?

    We work hard to complete your services on the scheduled day. If there are any service delays, we’ll do our best to keep you informed by phone or text. If your contact details change, let us know by updating your details here.

    If you have not heard from us, please email orders@wm.nz or contact us on 0800 10 10 10.

  • What happens when we have delays?

    If there are any service delays, we’ll do our best to keep you informed by phone or text. If your contact details change, let us know by updating your details here.

    If there are widespread issues – for example due to COVID service disruptions – we’ll update the My Region page on our website with the latest information.

  • What happens if my collection falls on a public holiday?

    Check the My Region section of our website for the latest information about collections in your region.

     

  • What can go in my bin?

    Click here to view our acceptance criteria.

  • What happens if my bin is contaminated?

    If your bin contains unacceptable material, we will endeavour to contact you to remove the contamination from your bin so we can collect it on your next available collection day.

    Alternatively, you can opt in for a contaminated collection where we will collect your recycling bin as general waste for an additional charge. Email us at orders@wm.nz to request a contaminated collection.

    Please note if there is hazardous material in your bin, we cannot collect it. However, we may be able to provide a suitable hazardous waste disposal option. Complete a sales enquiry form and we will get in touch.

  • How do I keep my site service and contact details up to date?

    We rely on current contact details to keep you informed about any changes to your services. Please complete this form if you need to update your contact details.

    Please use this form to let us know if any other information about your site changes, such as access hours.

  • I need to lock my bin; how do we make sure the driver can unlock it?

    Please contact our Customer Services team to arrange a WM New Zealand padlock. This will allow our driver to unlock the bin when they arrive to service it – reducing the chance of a missed service.

    We will courier the padlock to you for you to place through the lock bar on the bin. If your bin does not have a locking bar, please let us know.

    There may be a charge if you require a replacement padlock.