Ville de Gatineau
Frequently asked questions concerning collection delays
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Frequently asked questions concerning collection delays
Frequently asked questions concerning collection delays

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Waste collection is an essential service for residents, and we are mindful of the inconveniences caused by delays in that service. For that reason, Gatineau is determined to make the best possible decisions given the current market to minimize the consequences for the service.

What causes collection delays?

Several factors may account for delays:

  • the general labour shortage in Quebec: many cities are facing the same issue in regard to waste collection; and
  • natural disasters and other unforeseen situations (floods, tornadoes, pandemics, etc.), which further complicate crisis management and increase the amount of waste to be collected.

It should be noted that delays are generally made up within 24 hours.

What is Gatineau doing to address the situation?

Gatineau is working with the provider on finding permanent solutions to limit the delays. For example, since the beginning of 2020, the special collections schedule has been modified to facilitate the distribution of resources between the east and west sectors.

Gatineau is also looking in the best practices and approaches used by other municipalities to optimize collection.

In addition, as it does with all of its suppliers, Gatineau is closely monitoring the provider to ensure that it strictly meets the service standards set out in the contract.

Contract and call for tenders

Why was the contract with the current provider extended?

Given the current situation throughout the province, extending the contract is the most advantageous option for Gatineau.

After reviewing several scenarios, Gatineau came to the following conclusions:

  • the prices under the current contract are reasonable and predictable, but may be higher under a new contract;
  • the quality of service provided is comparable to that in other parts of Quebec, and a new contract would not guarantee a solution to the issue of labour shortage or collection delays; and
  • despite the situation, the current provider and Gatineau have a good working relationship.

As a result, given the issues and complexities, taking advantage of the clause to extend the contract for two more years was the best solution, with the fewest risks.

Why make a decision so quickly if the contract only terminates in May 2022?

The decision on whether or not to extend the contract must be taken two years ahead of time. A new contract must be signed well ahead of the service period to give the provider the time to order vehicles for its fleet. In addition, the process for this type of call for tenders involves an average of nine months of preparation before the contract can be signed.

Key dates

  • August 31, 2016: Four-year contract (June 1, 2017 to May 29, 2021) signed, with the option of extending the contract for three additional one-year periods.
  • December 4, 2019: One-year extension, from May 30, 2021 to May 29, 2022.
  • December 9, 2020: Two-year extension, from May 2022 to May 2024.

Cooperation by residents

Can I help speed up the collections?

Yes! Here are some of the things you can do to facilitate and accelerate the collection operations:

  • in the winter, only put bins out when they are full, in particular the brown bins, which are emptied every week;
  • place bins and waste in an orderly and safe fashion; and
  • unlock the rodent protection latch when you put the bin out.

What should I do if my waste has not been collected?

Collections take place between 7 a.m. and 6 p.m. If your containers are not emptied, you can place a request between 6 p.m. on collection day and 6 p.m. the following day. If your collection is on Fridays, you have until noon the following day to place your request online or with 311.

Requests help the provider identify any oversights along the collection route. The provider corrects any oversights the following day before proceeding with its collection for that day.



About Gatineau

Recognized for its quality of life, Gatineau is a city of 291,000 inhabitants. It is located on the north shore of the Ottawa River, and extends east and west of the Gatineau River.

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