Waste contractor apologizes for poor Newmarket service

Newmarket Era
January 14, 2014
By Chris Simon

They're sorry.

Representatives of Green For Life, the waste collection contractor for Newmarket and several other municipalities in the Greater Toronto Area, have apologized for the company's oft-delayed local service over the last month.

The statement was made to Newmarket council members during a committee meeting last night.
"I wish we could have done something to improve the collections," GFL Environmental Corp. district manager Craig Nelson said. "It's something we're not used to. We understand there are issues with our collection. It's being looked at very seriously."

Newmarket is one of several local municipalities that has experienced delays in collection over the last few weeks.

Aurora council has asked for an immediate review of its collection contract, while Whitchurch-Stouffville councillors met this morning to debate the issue.

GFL blames last month's ice storm, heavy snowfall and recent extremely cold temperatures for the bulk of the problems. The weather caused driver injuries and vehicle breakdowns for the company.

Increased collection volume from the holiday season and GFL staff turnover also contributed to the backlog.

Everyone appreciates there were unique weather events, Councillor Chris Emanuel said, but these issues go back much further.

Councillor Joe Sponga refused to accept the apology.

"GFL is a national company. You expect me to buy this story?" he said, addressing GFL representatives. "You're making money on my back. It's private industry. I shouldn't feel sorry for you. Get your act together and pick up the garbage like you agreed to do."

The company has held the contract since 2012, after it purchased the previous provider, Turtle Island. Notable issues started surfacing in April 2013, when GFL missed yard waste collection dates.

However, Newmarket has received a "disproportionate" number of collection complaints since November.

That includes 750 during the first full week of January, public works services director Christopher Kalimootoo said in a report to council.

"Most of the complaints were for missed green and blue bin collection, as garbage pickup was near normal levels," he said.

Delays in collection have caused great confusion, frustration and anger with residents, councillors and staff, he said.

Council is expected to ask staff to review the GFL contract next week. If councillors proceed as planned, staff will determine if there is any legal recourse the town can take against GFL to recover losses associated with the collection slowdown.

GFL has taken several steps to address the issues, such as hiring several mechanics, adding a new collection route in Newmarket and placing more efficient collection trucks in its fleet.

Company representatives also pledge to improve communication with the town, so residents can be alerted to potential problems earlier.

The company will also issue a letter of apology through local media.

The extent of damage, in terms of the town's relationship with residents, is quite significant, Mayor Tony Van Bynen said, noting it's good to hear there's an action plan going forward.