Frequently asked questions

Below you will find answers to the most common questions. For further assistance, please contact our customer service.

About invoices

I received an invoice that shows two collections, but my waste collection schedule specifies one collection per month?

We provide waste collection every 28 days, which is commonly referred to as “once a month.” However, since calendar months are not exactly 28 days long, the collection date gradually shifts over time. As a result, in some months there may be two collections—for example, on the 1st and 29th, the 2nd and 30th, or the 3rd and 31st.

When preparing invoices, we rely on the agreed collection cycle of 7, 14, 28, or 84 days, depending on the contract terms, schedule, and the actual number of collections carried out. The term “once a month” is informal and is not defined in the contract or schedule, and therefore cannot be used as a basis for accurate billing.

You can find all the details regarding your contract and invoices in the e-customer service portal.

I received an invoice indicating two collections, even though my waste collection schedule states that there should be only one collection per quarter.

We carry out waste collection every 84 days, which generally corresponds to once per quarter. However, because a quarter lasts approximately 90–92 days, the collection cycle does not align exactly with calendar quarters. As a result, two collections may occasionally fall within the same quarter.

Invoices are issued based on the agreed collection cycle of 7, 14, 28, or 84 days, in accordance with the contract terms, service schedule, and the actual number of collections completed. The phrase “once per quarter” is informal and not defined in the contract, and therefore cannot be used as a basis for precise billing.

You can review all details related to your contract and invoices in the e-customer service portal.

I haven't received the invoice. What should I do?

If you have not received the invoice by the 10th day of the month following the billing period, please contact us via the e-self-service portal, by phone, or by email.

Why am I unable to see the e-invoice or the standing order agreement in my bank account?

The customer must activate the e-invoice or standing order agreement in the bank through which they intend to pay the invoices. The agreement in the bank is based on the reference number provided in the waste collection contract. This reference number is linked to a specific contract and consists of eight digits (similar to the customer number in the waste contract, with an additional digit).

If multiple e-invoice or standing order agreements are created in different banks using the same reference number for one waste collection contract, only the first agreement concluded will be considered valid.

If you wish to change the bank used for payments, the existing agreement must first be properly cancelled in the current bank, and then a new agreement must be set up in the new bank. If a fixed-term payment agreement has been arranged in one bank and you want to transfer payments to another bank, payments through the new bank will start only after the original agreement has expired or has been terminated early.

About contract

How to conclude the contract?

To enter into a contract, please complete the appropriate form on our website. The contract will then be sent to you for digital signature. Please make sure to sign the contract once you receive it.

I would like to cancel the contract. What should I do?

To cancel the contract, please complete the appropriate form on our website and select “Terminate a contract” (option 6) when submitting your request.

I have a valid contract with Eesti Keskkonnateenused, so why does the e-self-service portal display a message stating that the contract has not been concluded?

This may happen if the personal identification code of the contracting party has not been entered into our database. To access the e-self-service portal, your personal identification code must be submitted to Eesti Keskkonnateenused and linked to the relevant contract. Please contact us so we can update the information accordingly.

How to modify the data in the contract?

To update your details, please use the e-self-service portal. If the necessary changes cannot be made there, kindly contact our customer service for assistance. Please get in touch with us.

The property to which the waste collection contract was sent is unoccupied and no waste is being generated. What should I do?

If the property is unoccupied and no waste is being generated, you should submit an application to your local municipality requesting an exemption from waste collection.

Waste collection

Is waste collected at a specific fixed time?

Waste collection is not carried out at an exact fixed time. However, collections do not take place during quiet hours — from 22:00 to 06:00, or on the night before a public holiday from 00:00 to 07:00. Please note that some municipalities may have different regulations regarding quiet hours. The permitted service timeframe is defined in the local municipality’s waste management regulations as well as in the customer contract.

I would like to request an additional (unscheduled) collection. What should I do?

An additional (unscheduled) collection can be ordered through the e-customer service portal.