Pikitup

NEW PROCEDURE TO BE FOLLOWED WHEN REQUESTING BINS

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Annexure A: First time bin request
BY CUSTOMER
Step 1:
Customer to Log a call or query with the Call Centre on number (011) 375 55555 / 0860 502874 (0860 JOBURG) and obtain a reference number, then client must go to the Walk-In-Centre and pay a fee equivalent to the cost of the bin of R370.00 (excl. VAT), for an additional bin, then send the proof of payment via email or fax to the responsible official who is to deliver bin. Pikitup reserves the right to charge for delivery cost of the bin.

BY PIKITUP
Step 2:
Pikitup officials will obtain the reference number directed by the Call Centre and prepare documentation for delivery of bin.
Step 3:
Responsible depot to contact customer to agree on delivery date.
Step 4:
Responsible depot delivers bin to the customer and customer would be expected to sign for the bin delivery.

Annexure B: Additional Bin
BY CUSTOMER
Step 1:
Customer to Log a call or query with the Call Centre on number (011) 375 55555 / 0860 502874 (0860 JOBURG) and obtain a reference number from the Joburg Connect Call Centre agent to track your query.
BY PIKITUP
Step 2:
Pikitup officials will obtain the reference number directed by the Call Centre and prepare documentation for delivery of bin.
Step 3:
Responsible depot to contact customer to agree on delivery date
Step 4:
Responsible depot delivers bin to the customer and customer would be expected to sign for the bin delivery.

Annexure C: Lost / Stolen Bin -how can I get a replacement Lost or Stolen bin?
BY CUSTOMER
Step 1:
Customer to Log a call or query with the Call Centre on number (011) 375 55555 / 0860 502874 (0860 JOBURG) and obtain a reference number, Bin will be replaced once for free within a period of 8 years, which is a bin life span, any additional request after this the client would be charged a fee equivalent to the cost of a bin. The client must go to the Walk-In-Centre and pay a fee equivalent to the cost a bin of R370.00 (excl. VAT) for stolen or lost bin, then send a proof of payment via email or fax to the responsible official to deliver a bin.

BY PIKITUP
Step 2:
Pikitup officials will obtain the reference number directed by the Call Centre and prepare documentation for delivery of bin.
Step 3:
Responsible depot to contact customer to agree on delivery date.
Step 4:
Responsible depot delivers bin to the customer and customer would be expected to sign for the bin delivery.

ANNEXURE D: BROKEN OR DAMAGED – how can I get a replacement of Damaged or Broken bin?
BY CUSTOMER
Step 1:
Customer to Log a call or query with the Call Centre on number (011) 375 55555 / 0860 502874 (0860 JOBURG) and obtain a reference number. Broken or damaged bin will be replaced at no cost to the customer, on condition the broken or damaged bin is returned to the responsible Pikitup official. BY PIKITUP
Step 2:
Pikitup officials will obtain the reference number directed by the Call Centre and prepare documentation for delivery of bin.
Step 3:
Responsible Depot to contact customer and arrange delivery date, upon the date of delivery, Customer Support Officer will collect the damage or broken bin and issue the new bin to the client.

ANNEXURE E
Frequently Asked Questions

1.
If I had logged a query for Additional and Replacement of lost or stolen bin before 1 March 2017 (and after 1 March 2017), would I still be required to pay the bin replacement charge?
Prior 1st March 2017 queries will be attended to at no fee for a Replacement or Additional bin. However after the 1st March 2017 the additional bin and replacement charge for lost and stolen bins will be effected.

2.
Will Pikitup replace my bin at no charge if it gets damaged again after getting my bin replaced recently?
Yes, Pikitup will replace damage or broken bins at no cost only if damaged bin returned to Pikitup, upon delivery and receipt of the new bin.

3.
What is the waiting period for a bin delivery?
As was published and communicated through the Customer Charter, the turnaround is seven (7) days, unless there are other challenges beyond Pikitup’s control from the supplier.

4.
Will I be notified prior to the delivery of my replacement bin?
Pikitup will make every effort to notify customers prior to the delivery of a bin. The Contact Centre and Walk-in-Centre will update accounts with correct customer contact details during interfaces with customers and customers are encouraged to ensure that their correct details are with the Contact Centre and Walk-in-Centre.

5.
I’m not at home during the day so will Pikitup deliver my bin over the weekend?
Pikitup may deliver bins over the weekend, though this isn’t the norm as depots are closed during weekends.

6.
With so many robberies and house burglaries committed in Johannesburg, how will I know if the people claiming to deliver are really Pikitup staff? i.e. will there be any identification tags, branded clothing etc. for me to identify them by?
Pikitup personnel tasked with the delivery of bins would have a Pikitup branded truck, and clothing.

7.
Will I need to sign for the bin personally, or can I get any member of my household to do so on my behalf?
Any member of the household or helper over the age of 18 years of age may sign the delivery note. It is important to sign confirming delivery of the bin.

8.
May I collect the bin directly from Pikitup’s offices? If yes, who is the contact person at Pikitup and what is their contact information?
Yes, arrangements can be made to collect the bin at your nearest Pikitup Depot. Your reference number provided when you logged the call with Joburg Connect should be produced during collection and proof of payment where it is applicable.

9.
What are the Pikitup depot operating times and are they open on weekends?
Pikitup’s Depot Operating hours are weekdays from 07h30 to 15h30 for any delivery or collection of bins. Depots are not open on weekends.

10.
Pikitup confirmed that residents are to continue using ordinary refuse bags as an interim measure. I noticed that the bags have not been collected by Pikitup, should I wait for next week’s collection or may I log a call for special collection?
Pikitup will collect plastic refuse bags from customers awaiting delivery of their wheelie bins. Should the customer’s refuse bag not be collected, customers can enquire with the Contact Centre or log a call. Alternatively customers may on an exceptional basis take their refuse to their nearest garden site for disposal in the appropriate disposal area demarcated for this purpose.

11.
Can I choose to use a plastic refuse bag or non Pikitup Branded bin for residential waste disposal?
No, unless directed so by Pikitup in designated areas, only approved Pikitup bins may be used for containerisation of general domestic waste.

12.
Will Pikitup collect my extra plastic bags that I place next to my 240l bin on collection days?
Yes, they will collect but It remains the customers’ responsibility to obtain additional wheelie bins if their single bins do not sufficiently provide for their refuse disposal
requirements. On an exceptional basis Pikitup may collect extra plastic bags placed outside with their wheelie bin on collection days.

13.
Can I take the 240l wheelie bin with if I move to another property?
No, this is not allowed

14.
What is the process to obtain bins for Special Events?
Customers are to contact the nearest depots per the list on the Pikitup website (www.pikitup.co.za) and arrange for bins for special events. Client will be provided with Pikitup account where the money must be deposited, and then Customer Support Officer will arrange bin delivery after validating payment with Finance.

15.
Will I be charged for refuse if no Bin is delivered?
Yes, refuse is charged when a property has been registered. The charge is not based on collection of a bin but for the collection of refuse.
Will I be charged if there is no refuse collection?
Yes, the refuse charge is a monthly charge which encompasses many facets, not only collection and hence this monthly charge cannot be apportioned.

_________________________________________________________________________________
City of Johannesburg
Pikitup
Pikitup Head Office
Jorissen Place
66 Jorissen Street
Braamfontein
2001
Private Bag X74
Braamfontein
Johannesburg
2017
Tel +27(0) 11 712 5200
Fax +27(0) 11 712 5322
http://www.pikitup.co.za
http://www.joburg.org.za

Community Notice- Bin Procedure 06 March 2017

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