FAQ

In our efforts to safeguard the health and safety of our employees as well as the surrounding communities and to prevent the further spread of the COVID-19 virus, please be informed that customers are encouraged to make appointments to enter Trienekens’ Headquarters & Depot. To make an appointment or for further assistance, call Trienekens Hotline at 082-612300 (Monday-Friday, 8.30am-5.30pm), email customercare@trienekens.com.my or contact the company through its mobile app, Trienekens Customer Care.

What are your Office hours/Hotline hours?
Our office hours are from 8.30am – 5.30pm on Mondays – Fridays. We are closed on weekends (Saturdays & Sundays) and Public Holidays.

Our Hotline (+6082-612300) is active from 8.30am – 5.30pm on Mondays – Fridays.

Opening hours for Kuching Integrated Waste Management Park’s walk-in Customers are from 8.00am – 4.00pm on Mondays – Fridays and from 8.00am – 11.00am on Saturdays. We are closed on Sundays and Public Holidays.

Which Councils are serviced by Trienekens? What are my bin entitlements?
In Kuching City, Trienekens services domestic dwellings within the jurisdiction of Kuching North City Hall (DBKU), Kuching South City Council (MBKS), Padawan Municipal Council (MPP) and certain areas under the Serian District Council (MDS). Generally, households here are provided with 120-litre mobile garbage bins which are emptied twice a week. Additional waste of reasonable volume which are properly packed in closed garbage bags and placed beside the bin will also be collected. Usage of wheel bins under these Council jurisdictions is compulsory.

How many times does Trienekens collect municipal household waste? What are the collection days/ schedule for my area?
Trienekens collects twice a week from households with basic entitlements. To ask about your collection day/schedule, please call our Hotline at +6082-612300 for more information.

What can I do to ensure my waste is collected?
Residents are advised to place their bins outside their homes the night before collection day to ensure that the bins are emptied. Bins placed inside the compound of the house or premise or in an inaccessible location will not be emptied. Any additional waste should be packed in proper garbage bags and placed next to the wheel bin.

How Do I Collect A Bin For My New House?
Please call our Hotline at +6082-612300 or use Trienekens Customer Care mobile app to apply for a new bin/request for a collection appointment/request for delivery services/ request for more information.

A copy of the following documents are required for verification purposes :

• Assessment bill
• Utility bill (SEB, KWB or Telekom)
• NRIC

How Do I Apply For A Bin For My New Business Premise?
A copy of the following documents are required for verification purposes when applying for a new bin for commercial premises:

• Letter Of Request (To include company’ name, address, contact person and contact number)
• Assessment Bill
• Trading Licence
• Utility bill (SEB or KWB)
• Copy of NRIC

Please call our Hotline at +6082-612300 or use Trienekens Customer Care mobile app to apply for a new bin/request for delivery services/request for more information.

How do I exchange or get my damaged bin repaired e.g. broken lid, wheels etc. ? Are there any charges?
Damaged household bins can be repaired at no cost. Households who wish to repair or exchange their damaged or broken garbage bin are advised to call our Hotline at +6082-612300 for detailed instructions and advice. In general, residents will be informed to bring their bin along with the necessary documents (NRIC and utility or assessment bills) to the company’s head office at Jalan Sungai Tapang for further action. To make an appointment or for more information, please call our Hotline at +6082-612300.

Business owners who wish to repair or replace their commercial premise’s damaged bins are advised to call our Hotline at +6082-612300 to arrange for a bin inspection, on site. No charges will be imposed for repairing damaged commercial bins. However, if the bins are found to be beyond repair, new replacement bins will be provided subject to prevailing charges.

My bin is missing/ stolen – how do I report/replace with a new bin? Are there a charges?
For missing or stolen household bins, users are required to report the loss at the nearest police station (if possible, include the bin’s serial number). A replacement bin shall be provided upon submission of the following documents:

• Original copy of the police report
• Assessment bill
• Utility bill
• Copy of NRIC

An Administration fee will be charged for replacement of the missing bins. Please call our Hotline at +6082-612300 for more information.

For missing or stolen business/commercial premise bins, users are required to report the loss at the nearest police station. The customer will have to pay the full replacement cost of the missing bin, and also provide the following documents:

• Original copy of the police report
• Assessment bill
• Utility bill
• Trade Licence
• Copy of NRIC

Once payment has been made, a replacement bin will be delivered directly to customer’s premise. Please call our Hotline at +6082-612300 for more information.

I am moving into a second hand property which does not have a garbage bin on site. What should I do?
Please call our Hotline at +6082-612300 for further assistance.

Can I buy extra bins?
Bins are not for sale. Households are not allowed to have more than one bin.

Business/commercial entities who would like to request for extra bins or additional collection frequency may apply for Additional Collection Request (ACR) services with additional charges. Please contact your relevant local Council for more information.

Do you collect old tyres?
We do not collect old tyres. Please contact your local recycler or council for advice on how to dispose of old tyres.

Do you pick up oversized waste items?
Items such as home furnishings, mattresses, carpets and household appliances may require special handling and/or advanced notice. Call our Hotline at +6082-612300 for availability, charges or to schedule a pickup.

Do you collect additional household waste (that cannot fit in my bin)?
Any additional waste should be packed in proper garbage bags and placed next to the wheel bin on collection day. We do not collect stray items that are not properly packed in garbage bags or bulky items such as furniture, large electrical appliances e.g. fridges, ovens, etc. ; construction waste and large amounts of garden waste.

How do I report illegal dumping?
Please call your respective Council to report illegal dumping of waste in your area.

How do I lodge a complaint regarding waste management services?
Please fill in the Customer Feedback form, call our Hotline at +6082-612300, or email customercare@trienekens.com.my

How do I apply for extra/larger bins or additional collections?
Customers who wish to apply for additional bins or additional collection frequency services from the relevant local councils namely Kuching North City Hall (DBKU), Kuching South City Council (MBKS), Padawan Municipal Council (MPP) and Serian District Council (MDS) (limited to Siburan, Tapah and Beratok) are advised to call their respective council’s Department of Public Health (Solid Waste Unit) directly for ACR application.

What are the available bin sizes?
There are 4 sizes available namely 120L, 240L, 660L and 1000L.
• 120-litre – 500 (w) x 480 (l) x 930 (h) mm
• 240-litre – 675 (w) x 580 (l) x 1075 (h) mm
• 660-litre – 765 (w) x 1360 (l) x 1235 (h) mm
• 1000-litre – 1060 (w) x 1370 (l) x 1350 (h) mm

Can I request for more than 2 times/week collection?
Yes, you can. For a certain fee, customers have the option to choose from 4 to 6 times/week collection. Please contact your respective local council for more information.

How do I terminate my Additional Collection Request (ACR) service?
Please contact your respective Council for advice.

In our efforts to safeguard the health and safety of our employees as well as the surrounding communities and to prevent the further spread of the COVID-19 virus, please be informed that customers are encouraged to make appointments to enter Trienekens’ Headquarters & Depot. To make an appointment or for further assistance, call Trienekens Hotline at 082-612300 (Monday-Friday, 8.30am-5.30pm), email customercare@trienekens.com.my or contact the company through its mobile app, Trienekens Customer Care.

What are the available RoRo container sizes?
3.5cubic meter RoRo – 5 ft(w) x 12 ft(l) x 2 ft(h) *Kuching only
10cubic meter RoRo – 7.5ft(w) x 15 ft(l) x 4 ft(h)
16cubic meter RoRo – 7.5 ft(w) x 18 ft(l) x 4.5 ft(h)
20cubic meter RoRo – 7.5 ft(w) x 20 ft(l) x 5.0 ft(h)

How many days will the RoRo container be placed on site?
3.5cubic meter RoRo containers will be placed at the customer’s premise for 2 working/business days. Other sized containers will be placed at the customer’s premise for 3 working/business days. Additional charges will be applicable if you wish to extend the placement period.

What are my payment options?
Full payment must be made in advance either by online fund transfer, by cheque or by cash (at Trienekens’ office). Please call our Hotline at +6082-612300 or email customercare@trienekens.com.my for more information.

After payment has been made, can I change the placement dates/ put the service on hold?
If you wish to put the service on hold, please call our Hotline at +6082-612300 for arrangements, at least 2 working days before the appointed placement day.

How much waste can I dispose of in a RoRo container?
Each container can hold up to a maximum of 8 tonnes. Please do not exceed this amount.

What types of waste are unacceptable to be disposed of in a RoRo container?
These items/waste are not acceptable: Tyres, Electronic waste (Refrigerators, Monitors, Computers, Microwaves, Televisions, Ovens and other electrical appliances), Used Motor Oil, Chemical Products, Cars Batteries, Animal Carcasses, Clinical Waste (Syringes, Sharps/Needles etc), Asbestos, Flammable Liquids, Aerosol/Paint Cans, Fluorescent Tubes and all Non and Contaminated liquids.

What is considered/classified as Scheduled Waste?
All waste listed under the First Schedule of Environmental Quality (Scheduled Wastes) Regulations 2005 of Environmental Quality Act 1974 is considered Scheduled Waste, except for SW431 (waste from manufacturing or processing or use of explosives).

Which authority/regulatory body is in charge of Scheduled Waste?
The Department of Environment (DoE).

What should I do if I wish to dispose of Scheduled Waste?
Please call our Hotline at +6082-612300 for assistance, or email customercare@trienekens.com.my with your request and include the following:
• Company name
• Company address
• Contact person
• Contact details – Email/Telephone/Fax
• Inventory of Schedule Waste

How do you treat Scheduled Waste?
Schedule waste is disposed of, or treated via secure land-filling or incineration.