City of Chilliwack grows frustrated with E360S, threatens fines for missed curbside collections

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In a candid acknowledgement, the city says E360S and its collection crews and supervisors have been working hard, but it is apparent that more resources are needed through the transition period. Instead of a single driver that was operating garbage trucks, two-man crews have been seen throughout Chilliwack on Friday, May 15.

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“The contractor brought two additional collection vehicles and crews (drivers and swampers to load waste) into service this week, but unfortunately collections have been impacted by some mechanical issues and illnesses,” the city said. “Additional vehicles, drivers and swampers will be in place next week to support collections. At the City’s request, they have also added more customer service representatives to manage calls and emails from residents with collection concerns.”

As it did earlier this month in a statement to Fraser Valley Today, the City of Chilliwack is apologizing for shortcomings associated with the new contractor.

“We recognize that current service levels do not meet expectations, and we apologize for the inconvenience. Thank you for your patience as we continue to work with the contractor on corrective measures,” the city said.

Missed collections

The city says E360S will arranging make-up collections on Saturday, May 16, to address streets that have been missed over the past two weeks. If your materials have not been collected, please place them at the curb by 7 a.m. on Saturday.

To report missed collections, please continue to contact E360S at chilliwack@e360s.ca or during business hours, call 778.860.3864. If you are unable to reach E360S, or if your materials have not been collected within three business days of reporting the missed collection to E360S, please contact the City’s Curbside line directly at curbside@chilliwack.com or 604-793-2787 (press 0 to speak to City staff).

The city says it has received enquiries about why the curbside program and contractor changed. The contract with the previous curbside collection contractor expired at the end of April, and the new curbside collection contract was established following procurement legislation pursuant to the city’s purchasing policy.

“A competitive bidding process was used that took into consideration the contractor’s pricing, as well as their qualifications and other technical criteria. E360S’ proposal addressed their qualifications and other technical considerations and provided very competitive pricing for residents, which resulted in them being awarded the contract in March 2025,” the city said. “City staff have been meeting with E360S regularly since early 2025 as they planned for the launch of the new curbside collection program and continue to work closely with them to ensure they resolve the issues that are arising.”

Earlier this week, Chilliwack Mayor Ken Popove said he got the memo loud and clear from Chilliwack residents about the new curbside collection rollout and its apparent shortcomings, but hopes residents can be patient while the new contractor tries to get it right.

“There’s been a whole host of emails that have come my way. Folks have got to realize this is a new operator,” Popove said. “It’s got some hiccups, there’s no doubt. Emterra was with us for 20-plus years. We’re gonna get a better deal money-wise with this new outfit that’s doing it. Yep, there’s some hiccups, there’s slow pickups, there’s missed pickups, but you know, let’s just give them a chance.”

Popove promises the experience will get better for residents.

“There’s been a whole host of emails that have come my way, not very happy about what I just explained. I guarantee you it’ll get better,” he told Slingerland. “It’s something new. (E360S) has gotta get into a groove.”

When asked whether he knows when the old bins will be picked up, Popove said he didn’t have an exact date.

“Soon, I don’t know, Glen,” Popove said. “They’re supposed to pick up the week after they’ve picked up your recycling and garbage, etc. Just be patient everybody. It’s gonna happen. Continue to send me emails. I know folks aren’t happy. It’s gonna be OK.”