How to log stolen, broken bins

Residents are advised to log a complaint if a bin is stolen or damaged with Joburg Connect for a replacement.

A replacement fee for a stolen or damaged bin will be charged. Pikitup will replace any bins damaged while carrying out its duties.

If a bin is lost, stolen or broken, not by Pikitup staff, the following process is applicable:

•  The customer must log a call or query with the Joburg Connect call centre, 0860 56 28 74 or 011 375-5555.
•  The call centre must create a trouble ticket with a reference number.
•  The bin replacement levy is payable upfront prior to a replacement bin being issued to a customer. The customer must make a payment at the nearest walk-in centre.
•  The customer must email or fax proof of payment to Pikitup customer services. The proof of payment, which must also indicate the ratepayer’s account number, can be faxed to 086 677 6682 or 011 712-5322.
•  Pikitup customer services must print, scan and email proof of payment, the customer’s state of account and trouble ticket to the relevant depot.
•  The depot must prepare documentation for delivery of a bin.
•  The depot must contact the customer to agree on a delivery date.
•  The depot delivers the bin to the customer.

If a bin was broken by a Pikitup truck driver or workers, the following procedure is applicable:

•  Log a call or query with the call centre.
•  The call centre agent must create a trouble ticket with a reference number.
•  The customer must obtain an affidavit from their nearest police station which must include the reference number, truck registration details and day and time of the incident.
•  The customer must submit the affidavit to the relevant depot.
•  The depot must assess the complaint and compile a report.
•  The depot regional manager must make a decision to replace bin based on the incident report.
•  The depot must prepare documentation for delivery of a bin.
•  The depot must contact the customer to agree on a delivery date.
•  The depot delivers the bin to the customer free of charge