Thank you for those who took the time to provide valuable feedback regarding the Bookable Hard Waste Satisfaction Survey.

We received over 2,000 survey responses, results showed a split preference between the current bookable service model and the previous shire wide blanket model. Convenience and flexibility was the key driving factor for positive viewpoints for the current bookable model, specifically, for those moving house, buying new appliances or away from home during shire-wide blanket schedules. Key concerns raised throughout the survey were messy streets, waste piles out for too long and processes not been followed by users.

Results provided valuable feedback and recommendations to the booking and collection process, as well as highlighting communication and user barriers.

This feedback has guided a number of improvements including:

• scaled up staffing to increase service capacity
• improve compliance and behaviour change
• collection route improvements for greater efficiency
• updated capabilities of the online booking portal including greater booking flexibility & clearer information
• improvements to the webpage so information is easier to find, and
• increased communications and engagement materials.

A further review to be conducted at the end of the contract period for future tendering opportunities.

Thank you for completing the satisfaction survey for the bookable hard waste collection service. We are currently reviewing and considering all the survey data. Please 'follow' the page for further updates.

Background

During July and early August all Cardinia Shire residents were invited to complete a survey which asked for feedback about:

• levels of awareness about the bookable hard waste service
• potential barriers to your use of the service
• aspects of the bookable hard waste service that were liked
• ideas for improving the service.

This survey was about our residential bookable hard waste service only. This is the service managed by Council where you can book two free hard waste collections per year, through the Council website or by phone. It does not cover personally arranged paid pick-ups by private contractors.

The survey was anonymous and closed on 12 August 2022.

Your feedback will help us understand if we need to make any service adjustments (within contractual scope) and know what we need to do to improve service awareness, take up, correct usage, and satisfaction of the bookable service. While significant changes might not be possible within our current contract, the survey results will provide us with a better understanding of the community’s needs and set an understanding for future planning.

We will not be making any significant changes to the hard waste service until the current five year hard waste collection contract ends.

We may however make some small improvements based on your feedback between now and the end of the contract.