Container refund points

Over 1,793,374,261 containers returned to date*

FAQs

What is Containers for Change?

The Containers for Change scheme is all about reducing litter and increasing Queensland’s recycling rates. The scheme aims to incentivise recycling by offering a 10 cent refund for every eligible beverage container returned to authorised container refund points (CRPs) across Queensland. Any container returned to a CRP is recycled into new material for a cleaner Queensland.

When did Containers for Change start?

The scheme launched in Queensland on 1 November 2018.

Who runs Containers for Change?

Container Exchange (COEX), a not-for-profit company, was established after being appointed as the Product Responsibility Organisation (PRO) by the Queensland Government and is responsible for managing Queensland’s container refund scheme, Containers for Change. 

You can find out more about COEX here or by emailing enquiries@containerexchange.com.au 

Is Containers for Change run by the government?

No. Although the container refund scheme (CRS) is a Queensland Government initiative, Containers for Change is not managed by the government. Container Exchange (COEX) is the not-for-profit organisation appointed by the Queensland Government to establish and operate Containers for Change. 

Who is Container Exchange (COEX)?

COEX is the not-for-profit company created to establish and manage Containers for Change. 

COEX is governed by a nine-member board with an independent Chair, three independent directors and representatives from the beverage industry. You can find out more about COEX here or by emailing enquiries@containerexchange.com.au  
 

What does Container Exchange (COEX) do?

COEX is the not-for-profit company created to establish and manage Containers for Change. 

COEX is responsible for managing Containers for Change and its operators across Queensland. COEX is focussed on reducing beverage container litter and increasing recycling to keep Queensland beautiful. COEX’s responsibilities include:

•    collecting funds from beverage manufacturers to fund the cost of the scheme,
•    overseeing the operation of container refund points (CRPs), logistics providers, processors and other service providers required to deliver the scheme, and
•    overseeing the online auction portal where accredited recyclers can purchase the containers collected from the scheme to be recycled.

You can find out more about COEX here or by emailing enquiries@containerexchange.com.au
 

Who funds Containers for Change?

Containers for Change is funded by beverage manufacturers who sell eligible beverage containers in Queensland, taking responsibility for reducing the environmental impact of their containers. Each manufacturer contributes a fee for every eligible container they sell in Queensland to Container Exchange (COEX), the not-for-profit that manages the scheme.

Why did the government introduce a container refund scheme (CRS) in Queensland?

The CRS was introduced to help clean up our state by encouraging Queenslanders to recycle their beverage containers and reduce litter. Prior to the schemes’ introduction beverage containers were the second most littered item in our environment and Queensland had one of the lowest recycling rates in Australia at around 44%. Plus, almost three billion beverage containers are generated each year in our state alone!

Which containers are eligible for a refund?

Most aluminium, glass, plastic, steel and liquid paperboard beverage containers between 150ml and 3L are eligible for a refund. Given the scheme aims to reduce litter, eligible containers are typically those consumed outside of the home with the scheme encouraging the proper disposal of these containers. To see if your container is eligible for a refund, enter its barcode here

Eligible containers in Queensland are consistent with the other container refund schemes (CRS) operating across Australia. For the full list of eligible containers registered by the State Government as eligible, please see here.

How do I change my password?

Login to the CRPO web portal. Click on the drop down in the top right corner and click ‘Change Password’.

How can I tell if my container is eligible?

You can check if your container is eligible by:
•    finding the refund mark on the container (“10c refund at collection depots/points in participating State/Territory of purchase”), 
•    entering the container’s barcode into the container checker here, or
•    downloading the Containers for Change app, logging in with your scheme ID account details and scanning the barcode of your container.
 

Why are some beverage containers not eligible for a refund?

The container refund scheme (CRS) aims to reduce beverage container litter in the environment. The containers eligible for a refund are those most commonly consumed outside of the home and so, are more likely to end up in the environment. 

Some ineligible containers are difficult to process and recycle whether that be from the size of the container or the material it’s made from. Accepting these containers may increase scheme costs beyond a sustainable amount. 

Don’t forget that most ineligible containers can still be recycled through local government recycling programs.  

Which containers are not eligible for a refund?

All containers smaller than 150ml and bigger than 3L are not eligible for a refund. Other ineligible containers include:
•    plain milk containers,
•    glass containers which have contained wine or pure spirits,
•    large containers (1L or more) which have contained flavoured milk, pure juice, cask wine or cask water,
•    cordial or vegetable juice containers,
•    wine sachets above 250ml, and
•    registered health tonics.
For the full list of ineligible containers registered by the State Government, please see here. If your local council offers recycling, check with the council to see which containers can still be recycled through their kerbside collection service. 
 

What material types are collected through Containers for Change?

Materials collected and recycled through the scheme include:
•    glass,
•    polyethylene terephthalate (PET) plastic,
•    high-density polyethylene (HDPE) plastic,
•    aluminium,
•    steel,
•    liquid paper board, and 
•    other plastics.

What is a container refund point (CRP)?

A CRP is where customers can exchange eligible containers for 10 cents each. CRPs are run by independent businesses contracted to Container Exchange (COEX) and are responsible for:

•    collecting, counting and sorting returned containers, 
•    paying refunds to customers, and
•    sorting and preparing returned containers for transportation, processing and recycling.

CRP operators receive a handling fee for every container returned.
 

What happens to the containers once they are returned to a container refund point (CRP)?

CRP operators sort the containers into material types after they are returned by customers. Generally, the sorted containers are transported to a processing facility. Here, the processor prepares the material for recycling – usually by crushing the materials into bales.

Accredited recyclers purchase the materials off a secure online auction portal run by Container Exchange (COEX) which they recycle into new products. If the materials are recycled into a new eligible container, the journey starts again!
 

How do I become a container refund point (CRP) operator?

If you are interested in becoming a part of Containers for Change, please email Container Exchange (COEX) at tenders@containerexchange.com.au.

Who receives the refund on the containers put into council kerbside recycling bins?

Containers that are placed into council kerbside recycling bins end up at material recovery facilities (MRFs) for recycling. Container Exchange (COEX) then pay MRFs the refund amount on the eligible containers they collect. MRFs and local councils share in the proceeds from the eligible containers collected from council kerbside recycling bins.

Why are the prices of some drinks going up by 10 cents or more?

Good question! Beverage manufacturers are responsible for funding the scheme as a way of reducing the environmental impact of their containers. These suppliers pay Container Exchange (COEX) around 11.6 cents per eligible container they sell. 

The fee covers the 10 cent refund to customers and material recovery facilities (MRFs), plus payments to those who make the scheme possible – e.g. container refund point (CRP) operators, logistics providers and processors.

Some beverage manufacturers have made the commercial decision to increase the price of the eligible containers they sell to cover these costs. The Queensland Productivity Commission (QPC) has reviewed the scheme to ensure that there was no unjustified pricing behaviour. You can read the QPC report here
 

I’ve seen someone raiding a bin. Is that illegal?

Most councils prohibit people from removing rubbish from a bin placed on a footpath. Breaking the local law may result in a fine, particularly if rubbish or litter is left around a bin after it has been raided. If you are affected by this issue, please contact your local council.

Why don’t I have a container refund point (CRP) nearby?

CRP locations were decided by successful applicants of the open tender Container Exchange (COEX) ran in 2018, based on their knowledge of local communities and economies. Some areas didn’t receive viable applications or any at all which is why some areas don’t yet have comprehensive coverage. 

COEX is still working to bring coverage to these areas by working with councils, local businesses and existing operators to ensure every community has reasonable access to CRPs.

Individuals and businesses interested in operating a CRP should email COEX at tenders@containerexchange.com.au 
 

How can I receive my refund?

Different types of container refund points (CRP) offer different refund options, including cash, scheme ID (via EFT), PayPal, or retail vouchers. Customers can see what payment options are offered at their local CRP by visiting this page – just search your postcode and click on the nearby pins to find the payment options offered by your local CRP. 

How long will it take for my refund to reach my bank account if I have returned my containers through a bag drop container refund point (CRP)?

The time it takes for your refund to reach your bank account will depend on your location:

•    Metro – up to 3 business days
•    Regional – up to 7 business days
•    Remote – up to 10 business days

The varying timeframes are because containers collected at bag drop CRPs are transported to a central depot for counting and sorting. Your refund will be credited to your account after the bags are picked up from the bag drop CRP and counted.
 

Where can I return my containers?

To find your nearest container refund point (CRP), visit this page. Search your postcode or suburb in the map’s search bar and click on the nearby pins to get the details of your local CRP. Scroll down the page to find more information on the different types of CRPs. 

What types of container refund points (CRPs) are there?

There are four types of CRPs in the Queensland scheme where customers can exchange their eligible containers for 10 cents each. This ensures that customers across the state have access to the scheme, even the most remote areas of the state. The types are:

•    Depots 
•    Bag drops 
•    Reverse vending machines (RVMs) 
•    Pop-ups 
 

What is a depot?

A depot is a container refund point (CRP) where customers return their containers to be counted on the spot by a machine or staff – this can be a walk-in or drive-through service. 

Customers can receive their refund immediately in cash, if offered by the CRP operator, or via a scheme ID (EFT). 

Some depots offer a bag drop service at their site so customers can just drop and go and receive their refund into their nominated bank account via their scheme ID.
 

What is a bag drop?

A bag drop is a container refund point (CRP) where customers drop off bags of eligible containers to be counted later. The CRP is typically unstaffed and is either a shipping container, charity bin or cage. Customers label each bag with a scheme ID so when the containers are counted later at a nearby depot, the CRP operator can transfer the refund amount to the customer via EFT. 

Bag drops are designed for convenience, however, it will take longer to receive your refund at a bag drop than at a depot. This is because bag drop sites may not be serviced daily but a few times a week or less – depending on the location. The containers must be collected, transported and counted before the refund amount can be transferred to your account. 
 

What is a pop-up?

Pop-ups are container refund points (CRPs) with a scheduled service where local depot operators come out to meet customers every week, fortnight or month – depending on the location. This type of CRP is found mostly in areas of Queensland with smaller populations. 

Some CRP operators running pop-ups count the customers’ containers on the spot, whereas others will take the bags back to the depot to count later. Payment can be via a nominated scheme ID (EFT) or cash if offered by the CRP operator.
 

What is a reverse vending machine (RVM)?

An RVM is a type of container refund point (CRP) where customers insert their eligible containers into a machine which counts the containers. Customers can receive their refund via a retail voucher or PayPal. 

Given RVMs count containers by scanning their barcodes, they won’t be able to accept containers without barcodes and may have a bit of trouble accepting crushed containers – but customers can return any crushed containers to the RVM operators’ bag drop service.
 

How do I donate my containers?

Charities, not-for-profits, schools, clubs and community groups can raise much needed funds through Containers for Change by registering for a scheme ID. Every registered organisation will have a unique scheme ID which can be used to receive container donations via EFT. 

Anyone in Queensland can donate their containers to the organisation by quoting that scheme ID when returning containers to a container refund point (CRP). You may be able to drop off your containers to them directly if the organisation has a container collection cage or bin on their site.

Check out our registered organisations here to start doing good. 
 

Can I claim a tax deduction when I donate my containers?

No, containers are donated for the charity or community group to collect the refund. Those charities who are eligible for a tax deduction on the refund can do so.

Do I need to provide my driver’s licence when returning my containers?

You’ll need to show your driver’s licence if you return more than 825 containers and sign a declaration form if you return more than 1,500. The container refund point (CRP) operator can refuse to accept your containers if you don’t provide your licence or sign the form. 

Can I return all container material types at all container refund points (CRPs)?

You can return all eligible material types to all CRPs in Queensland. However, if you’re donating your containers, some schools, charities and community groups may choose not to collect certain types of materials for safety reasons (e.g. glass).

What condition do my containers have to be in?

Good question! Containers must be empty and have their lids removed. Glass containers must be intact but other containers can be crushed by hand. However, if they look like they’ve been processed through machinery then the container refund point (CRP) operator may not accept them. 

Containers don’t have to have labels if the CRP operator can recognise the container as eligible. However, reverse vending machines (RVMs) need a barcode to scan and may not be able read the barcode of crushed containers. You can use the bag drop service at the RVM sites to return those containers.

You don’t have to rinse your containers but the cleaner the better for storing them at home.
 

Does my container need to have a label or barcode?

Containers returned through reverse vending machines (RVM) will need a readable barcode so it can be scanned to make sure the container is eligible. 

You can return containers without barcodes or labels at any other container refund point (CRP) if the operator can recognise the container as eligible. CRP operators may find it difficult to recognise containers as eligible if they’re not common products, so it’s up to the CRP operator whether they accept containers without labels or barcodes. 
 

Do I need to remove lids from containers before cashing them in?

Yes please! Lids may seem harmless, but they can actually be dangerous. If a lid is left on when a container is processed the lid can shoot off it, potentially injuring a worker or customer nearby. 

Please place any container lids in your recycling or general waste bins at home. 
 

Can a container refund point (CRP) operator refuse to accept my containers?

Yes. A CRP operator may refuse to accept your container if:

•    it’s ineligible, 
•    it doesn’t have the refund mark,
•    it’s contaminated (e.g. contains dirt, paint, petrol, waste, etc.),
•    it’s not recognisable as eligible (e.g. crushed beyond recognition or no label or barcode), 
•    the CRP operator believes the container has been purchased interstate,
•    the CRP operator believes the container has already been returned through the scheme or to a material recovery facility (MRF),
•    you refuse to provide your license when returning more than 825 containers or sign a declaration form when returning more than 1,500 containers, or
•    the CRP is too full that accepting your containers would be a health and safety hazard.
 

Do I have to sort my containers into material types before taking them to a container refund point (CRP)?

Some CRP operators ask for your containers to be grouped by material type. It’s up to you whether you want to separate your containers before cashing in or wait until you get to the site; although, sorting as you collect may save you time at the CRP.

Do I need to bring my own bags and labels at bag drop container refund points (CRPs)?

Customers should BYO bags and labels when using a bag drop CRP. Make sure the bags are sturdy, so they don’t break in transit – it’s a good idea not to overfill them too. Write your full name and scheme ID clearly on your labels and stick them on or put them inside each bag you’re returning. 

Some CRPs provide bags and labels, but it’s worthwhile to BYO just in case.
 

What is a scheme ID?

Scheme IDs are a great way to receive your refund. They’re a unique code which customers can use at container refund points (CRPs) to receive their refund via EFT. Using your scheme ID means you can track your return history and progress on the Containers for Change app or by logging in here.  

This is the only payment option at some CRPs so make sure you check out the payment options offered by the CRP before leaving home. 

You can sign up for a scheme ID here and start cashing in!
 

How do I register for a scheme ID?

You can register for a new scheme ID here. An activation link will be sent to your nominated email to complete your profile and get your scheme ID.

Where can I find my scheme ID once I’ve registered?

You can find your scheme ID here. Just enter the email address you signed up with and you’ll be emailed your scheme ID. You can add your scheme ID to your Apple Wallet or WalletPasses via this email.

If you would like assistance with finding your scheme ID, give us a call on 13 42 42 or email us at enquiries@containersforchange.com.au.
 

What do I do if I’ve forgotten my password to my scheme account?

You can reset your password here by clicking ‘Can’t sign in?’. A reset password link will be sent to your email address where you can create your new password. 

How do I update my details for my scheme account?

To update your scheme profile, login here. You can update details in the ‘My Profile’ and ‘Account Security’ pages but to update any financial information, please call us on 13 42 42. 

How do I delete my scheme account?

If you would like to delete your account, please call us on 13 42 42 or email us at enquiries@containersforchange.com.au

Where can I find my return history?

Using your scheme ID to receive your refunds means you can keep track of your return history. You can view your return history here by clicking ‘Transaction History’ at the top of the page or by downloading the Containers for Change app.

What do I do when a bag drop or reverse vending machine (RVM) is full, clogged or blocked?

If a bag drop or RVM is full, let a staff member at the container refund point (CRP) know or call the CRP operator. If you can’t find their details at the site, you can call us on 13 42 42 or email enquiries@containersforchange.com.au so we can notify the operator.

What do I do if the reverse vending machine (RVM) doesn’t accept my container?

RVMs scan containers’ barcodes to see if they’re eligible for a 10 cent refund. The RVM won’t accept a container if it can’t read the barcode or if the container is ineligible. 

If the barcode just won’t scan, return the container through the CRP’s bag drop service instead.

If the RVM took your eligible container without counting it, let a staff member at the container refund point (CRP) know or call the CRP operator. If you can’t find their details at the site, you can call us on 13 42 42 or email enquiries@containersforchange.com.au so we can notify the operator. 
 

Why don’t I have a container refund point (CRP) nearby?

CRP locations were decided by successful applicants of the open tender Container Exchange (COEX) ran earlier in 2018, based on their knowledge of local communities and economies. Some areas didn’t receive viable applications or any at all which is why some areas don’t yet have comprehensive coverage. 

COEX is still working to bring coverage to these areas by working with councils, local businesses and existing operators to ensure every community has reasonable access to CRPs.

Individuals and businesses interested in operating a CRP should email COEX at tenders@containerexchange.com.au 
 

Why do most container refund points (CRPs) have different business models and operating hours?

CRP operators are individual businesses contracted to Container Exchange (COEX). Although guided by COEX, each operator decides on their business model which includes their returns process for customers and trading hours. At the end of 2019, there were more than 70 different operators in the scheme and more than 320 CRPs.

What if my payment doesn’t seem to match the number of containers I dropped off?

You can check to see if the containers you dropped off are eligible for a 10 cent refund by searching the products’ barcodes here or by checking out the list here. If you believe all your containers were eligible and the payment is incorrect, please call us on 13 42 42 or email enquiries@containersforchange.com.au

What do I do if I my payment via scheme ID is taking longer than expected?

Keep in mind that payments for containers returned to bag drops and pop-ups won’t be instant since the containers needs to be picked-up, transported and then counted before the refund can be processed. 

If your refund is taking longer than expected, please call 13 42 42 or email enquiries@containersforchange.com.au so we can look into it.
 

What happens if I return an ineligible container?

If you return an ineligible container to a container refund point (CRP), the operator may offer it back to you (if returned to a staffed site) or may place it directly into a general recycle bin. CRP operators aren’t required by legislation to handle ineligible containers.

Will my information remain private?

You can read our privacy policy here.

How can community groups or social enterprises get involved?

Organisations can register with Containers for Change to receive a unique scheme ID attached to the organisation’s bank account. Anyone in Queensland can donate their containers to the organisation by quoting that scheme ID when returning their containers to a container refund point (CRP).

Organisations can promote their scheme ID to their community network to encourage donations, or perhaps collect containers at events they host or run a container collection drive.  

You can sign your organisation up for a scheme ID here.
 

How can I create a scheme ID for my community group or charity?

Raising funds for your community group or charity is easy! Just click here and enter the correct contact details for your organisation. You’ll be emailed an activation link to create a scheme ID for your organisation. 

Once you have your organisation’s scheme ID, you’re ready to start recycling! Now you can use the scheme ID at container refund points (CRPs) when cashing in your containers or share the scheme ID with your network to allow others to donate to your organisation in any location across Queensland. Any containers returned using that scheme ID will send the refund amount to the group’s nominated bank account. 

Please note, it can take up to two business days for the scheme ID of charities registered with the Australian Charities and Not-for-Profit Commission (ACNC) to be approved as we need to make sure all the details, especially the bank account details provided, are correct so you can start fundraising.
 

Can community groups and charities get their container collection cages or bins collected by container refund points (CRPs)?

Infrastructure, such as cages and bins, and the collection of containers may be available to organisations from your local CRP. CRP operators may charge a fee for either service. You can reach out to your local CRP operator to see if this is something they offer. Find their email address by searching your suburb here and clicking on the nearby pin/s. 

Can charities, schools, clubs and community groups become container refund point (CRP) operators?

They sure can! This is another great way for charities and community groups to raise much needed funds; if they are approved as a CRP operator they can also receive a handling fee for each container returned to their site/s. Plus, any containers donated to them would mean the handling fee and the 10 cent refund goes to the charity or community group operating the CRP. 

To express your interest in operating a CRP, please email tenders@containerexchange.com.au 
 

What do I do if I haven’t received a tax invoice and I need one?

Please check your junk email folder in your registered email account. If it’s not there, please phone 13 42 42 or email enquiries@containersforchange.com.au

I’m calling from a Container Refund Point. How do I book collection of my shipper units?

Logistics providers are responsible for container collection. Identify the appropriate Logistics Provider for the CRP calling. Give the caller the number of the Logistics Provider so they can call and book the collection of their shipper units.

How do I create or delete a shipper unit on the POS?

To create a shipper unit, navigate to the shipper unit screen on your POS and select ‘Make Ready’.

Enter the Asset ID number and the empty weight of the shipper unit, which should be clearly labelled on the outside of it.

Once entered, click ‘Create’. This newly-created shipper unit will now be available for activation on your ‘Active Shipper Units’ page.

If you ‘Make Ready’ a shipping unit by mistake, you can delete it by clicking on ‘Delete’.

Please note that not every user has access to this function. When in doubt speak to the person in charge at your CRP.

More detail with screen shots of how to use the POS can be found in the Operator’s Guide provided by COEX in late October.

What if a business or GST-registered entity wants a refund?

Follow the usual process. The tax invoice emailed to the customer provides enough detail for GST-registered entities.

How do I create additional POS users?

Not every user has access to this function. Administrators can create a new user by logging into the CRPO web portal, clicking ‘POS Users’, then ‘Add User’.

What bags can I use?

Any bag can be used but avoid single-use plastic bags whenever possible. Keep in mind, any bag you drop off won’t be returned to you. 

Some container refund points may have a limited supply of bags you can use to collect your containers. Check with the container refund point operator when you cash in. 

How do I order more collection infrastructure for eligible containers?

Advise callers that Processors are responsible for providing collection infrastructure like shipping units and cages. Confirm the designated processor that supplies the collection infrastructure.

Identify the appropriate processor and give the caller the processor’s number. The caller can ring to confirm whether the processor supplies the collection infrastructure they want.

If the processor agrees to provide more collection infrastructure, the caller will need to contact their logistics provider to deliver the new shipping units or cages to their location.

How do I activate a shipper unit on the POS system?

On your ‘Active Shipper Unit’ screen there’s a list of ‘Ready’ shipper units on the left, and ‘Active’ shipper units’ on the right.

Activate a shipper unit by clicking ‘Make Active’.

If you are operating on a bay model, select the bay the shipper unit is going into.

You also need to select the material type to go into each shipper unit.

If an incorrect shipper unit is made active, empty the shipper unit into the correct one and close the incorrect one by entering zero ‘0’ in gross weight and quantity.

Please note: if you are operating a single bay CRP, all shipper units will be listed as ‘Shared Shipper Units’.

Charities / GST exemptions

Where a CRP collects containers from a GST-registered entity that is entitled to GST concessions, the CRP will receive a separate payment from Container Exchange which is equal to the amount of the input tax credit that you cannot claim on the total refund amount. This payment will be included in your weekly claim amounts.

Can I edit POS users?

Administrators can edit user access rights. All users will be either administrator users or transactional users.

The table below outlines the different user rights of the different profiles:

Table

 

When do we (the logistics provider) get paid for the work we do?

On a monthly basis as per the Logistics Services Agreement.

My shipper unit is full! What do I do?

At the beginning of each day, the POS user should ‘Make Ready’ some of the shipper units by entering their asset ID and empty weight.

When viewing the ‘Close Shipper Units’ screen you can select to ‘Close’ a full shipper unit.

The user must enter the ‘Gross Weight or ‘Quantity’ in the shipper unit to close it. Once a shipper unit has been closed, it can be added to the ‘Manifest’.

After this is done, activate one of the ‘ready’ shipper units by assigning the material type and bay. The newly-created shipper unit will appear on the active shipper unit list.

What is a Daily Reconciliation Report?

A Daily Reconciliation Report shows your daily cash reconciliation ‘refund amount’ verification, your daily and week-to-date container quantities per material type and daily and month-to-date GST reporting.

It is an essential daily report for all CRPs. It must be printed and retained for your records.

In case a day is missed, a printed report may be run on any day in the current calendar month, or in the first 7 days of a calendar month for any of the last seven days.

This allows CRPs to print the last report of the calendar month up to day six of the following month.

How do I delete POS users?

Not every user has access to this function. If you’re an administrator you can delete a user by logging into the CRPO web portal, clicking ‘POS User’, then ‘Delete’ a specific record.

I am calling from a CRP. Who is my logistics provider?

Identify the appropriate logistics provider and advise the caller.

What is a ‘Manifest’?

The manifest is the document which lists the shipping units, their contents by material type and volume, their location and destination.

The manifest is required for the transfer of containers from the container refund point to the processor. For a container refund point that also has a contract as a processor, this is called a ‘Transfer’.

Logistics providers require shipper unit weights to check they are handling safe loads.

Manifests must be prepared and printed at time the shipper units are collected.

Manifests will be printed in triplicate: one for the CRP records, one for the logistics provider and one for the processor.

Why do I need a Daily Reconciliation Report?

Your Daily Reconciliation Report shows your daily cash reconciliation refund amount, your daily and week-to-date quantities per material type and daily and month-to-date GST balance.

The Daily Reconciliation Report does not show any audit adjustments that may be processed at a later date.

I cannot login

You must be online to access the CRP Portal. Please follow these steps:

  1. Check you’ve entered the correct username
  2. Check you’ve entered the correct password (make sure Caps Lock isn’t on)
  3. Check your internet connection (do this by accessing another web page)
  4. Check you’re using a current version of a compatible browser: either Edge, Chrome, or Firefox
  5. Restart the Internet browser
  6. Clear the cache in the browser settings (if you are unsure how to do this, enter ‘clear cache’ and your browser name into a search engine)
  7. Restart your PC or device
  8. Check your PC or device for updates, and if necessary perform updates
  9. Contact us by phone: on13 42 42 or email at enquiries@containersforchange.com.au

When is collection of the shipper units or cages from my CRP due?

CRP operators must book their logistics provider to come and pick up collection infrastructure

What is a ‘Transfer’?

Transfers occur in CRPs where a container refund point is on the same site as a processor.

It is simply the transfer of containers of recyclable material from one entity to another.

What is a weekly claim?

The weekly claim is a declaration and submission of the quantity of containers by material type for the previous week, from Monday to Sunday.

I forgot my password

Click on ‘Can’t Sign In’ in the login page and follow instructions.

What type of vehicle is coming to collect my shipper units?

The CRP operator will need to identify who the logistics provider is for their CRP. Then the CRP operator can call the logistics provider to confirm what kind of collection vehicle they will be sending.

How do I book a logistics provider?

Each CRP has been given a list of contracted logistics providers with their contact details.

As each CRP is set up differently, there will be different procedures for each site. Please speak to the CRP manager for advice about the logistics provider for your site.

When sufficient shipper units are full, call the logistics provider to arrange for shipment. Remember that different material types might go to different processors or logistics providers.

When do I submit my weekly claim?

You must submit your weekly claim by 12 noon of the first business day of the following week, ie. Monday. If the following Monday is a public holiday, you must submit it by 12 noon on the next business day.

If you submit your weekly claim after the cut-off time, your claim for the week will not be processed until the following week.

No claim will be processed and paid unless a valid claim is lodged in the stipulated time period.

How do I edit my profile?

Login to the CRP operators’ web portal. Click on the drop down in the top right corner and click ‘Manage Profile’.

How do I make sure people can find my container refund point?

As well as making sure all the information on the Containers for Change website under ‘Where can I return’ is correct. Please provide your Contract Manager with any changes in operation such as opening hours, pick up delays, locations and contact details.

CRP operators are required to engage the community in a number of ways to help support the network, including working with community groups’ donation points.

How do I cancel a booking for collection of shipper units?

Identify the logistics provider for the CRP calling, and give them the number of the logistics provider so they can call and cancel the collection.

How do I create a Manifest on the point-of-sale (POS) device?

When the logistics provider arrives on the site, go into the POS and click on the ‘Manifest’ icon in your navigation pane.

Enter the processor the materials are going to (the destination), carrier, and truck licence plate. (If the logistics provider is operating a prime mover with a trailer, please make sure you record the registration number on the prime mover, not the trailer registration.)

Select the shipper units to be collected using the sliders on the left of the shipper unit list. When all the data has been entered, click ‘Create and Print’.

How do I submit my weekly claim?

You submit your weekly claim by logging into the CRPO portal at: www.business.containersforchange.com.au  Not every user has access to this function.

If you can’t submit your weekly claim online, you can do so through the contact centre by calling 13 42 42 or emailing enquiries@containersforchange.com.au

What are the operating hours of Container Refund Points - are there any controls around operating hours?

Operating hours vary for each operator and site and may be dependent on your contract.  Please ensure you provide the correct information to your Contract Manger to enable the correct information to be updated on the ‘Where can I return?’ page.

CRP: The logistics provider is late, where are they?

Identify the appropriate logistics provider for that CRP and give them the number of the provider so they can call them to confirm arrival time.

How do I sync and when do I need to sync?

There are two types of synchronisations:

  • Reference Data

You should synchronise your reference data every day so your customers can use their Scheme IDs for POS transactions. It also ensures that any other data changes to the POS are updated.

You can check the last sync on the system by clicking ‘Reference Data’ on the POS navigation pane and checking the date/time of the last synchronisation.

Depending on your setup, you may be operating on an automatic sync.

You can check the last sync on the system by clicking the ‘Sync’ icon on the POS navigation pane and checking the date/time of the last synchronisation.

  • Upload Data

Syncing your upload data allows transaction data from your POS terminal(s) to be transferred to the system for payment and reporting purposes.

If your POS is connected to the internet, you will be operating on an automatic sync.

The items that are ‘Waiting to Upload’ will appear on the left-hand side of the screen, with ‘Recently Uploaded’ appearing on the right.

You can initiate a manual upload by clicking ‘Upload Now’.

What payments will I get following my weekly claim?

Container refund points will be paid the following amounts from their weekly claim:

  • reimbursement of cash payments made to customers for refund amounts
  • handling fees
  • any applicable GST recovery for charity-endorsed entities
  • less any audit adjustments.

How is the Container Refund scheme funded?

The Queensland CRS is a product stewardship scheme meaning beverage suppliers who sell eligible beverage containers in Queensland (First Suppliers) take responsibility for reducing the environmental impact of their containers by funding the Scheme. Each First Supplier contributes an average of 11.6 cents per eligible container they supply in Queensland.
 
The First Supplier enters into a Container Recovery Agreement (CRA) with Container Exchange (COEX) who invoice the First Supplier in arrears based on actual sales data, ensuring First Suppliers aren’t required to pay for unsold containers.

Do operators have to accept ALL returned containers even if they are not eligible?

No, the operator will accept all containers returned by customers to the container refund point if they are eligible.

The operator is required to reasonably ensure that all collected containers:

  • are eligible for payment of a refund (ie. are not exempt from the scheme and display a refund mark as required by regulation)
  • have not already been redeemed
  • are reasonably thought to have been purchased in Queensland after the scheme commencement date
  • are not from a material recovery facility where a refund amount or recovery amount has already been claimed for that container.

The logistics provider’s driver has damaged something on my site - who do I call to get it resolve?

Identify the appropriate logistics provider for that CRP and give them the number of the logistic provider so they can call them to discuss.

How do I setup an iPad for bag drop?

To set the iPad up for a bag drop, launch the POS application and navigate to the ‘Settings’ area.

Enable the ‘Bag drop’ mode and ‘Save’.

This is a one-time setup: the iPad will remain in ‘Bag drop’ mode until an administrator logs in and changes the mode.

When will I get paid my weekly claim amount?

Weekly claims will be paid within five business days after a valid weekly claim.

If you submit your claim after the 12 noon deadline, your claim will be processed and paid in next week’s processing cycle.

Who should beverage manufacturers, exporters and retailers contact if they have any questions?

Please call 13 42 42 or email commercial@containerexchange.com.au.

What is the role of the container refund point? If I am a CRP operator, can I also process the containers?

Container refund point operators sort and separate all containers by material type and store the sorted containers.

They then prepare the containers for collection for transport to a processing facility and help enable that process.

CRPOs do not process containers. A person who runs a CRP may also run a processing facility, but they are different contracts.

The logistics provider driver was excellent today, how do I contact the logistics provider to say thanks?

Identify the appropriate logistics provider for that CRP and give the caller the number of the provider so they can call them to discuss.

How do I do a bag drop count?

When a customer’s bag arrives at a CRP, the contents need to be counted and entered into the POS system.

Launch the POS application and navigate to the ‘Bag drop Count’ in the panel on the left.

The functionality of this area is the same as a normal over-the-counter transaction. The user can select from pre-set options regarding the state of the bags when they arrive at the CRP. For example, if a label is illegible or missing, this should be recorded in the drop-down menu. If this happens, the transaction may get rejected. Any information entered in the comments area can be referred to during an investigation, for example, if a customer reports a missing payment.

Please note: there is no cash payment option for bag drop.

If you have a barcode scanner, you can use this to scan the bag’s printed label barcode. The system will then automatically pre-fill the customer’s Scheme ID.

Do I invoice the processor for the transfer of eligible containers?

No. COEX acts as the agent for processors and container refund points. operators do not have to generate invoices to processors for the transfer of eligible containers.

COEX generates and sends the invoices to the processors for you.

What is Containers for Change doing to limit the spread of COVID-19?

Our container refund point operators are adhering to the strict health and safety guidelines advised by Federal and State Governments including physical distancing, ensuring sites are clean and implementing best-practice personal and professional hygiene standards and wearing appropriate personal protective equipment.
 
Where available, customers are being encouraged to use bag drop services to minimise personal contact.  
 
Many depots in our network have set up temporary bag drops to minimise non-essential personal contact.

You can find your nearest refund point on this map.

Who organises for the containers to be collected?

COEX organises the collection of containers from the refund points.

The logistics provider driver has forgotten to load a shipper unit, can we get them to come back and collect it?

Identify the appropriate logistics provider for that CRP and give them the number of the logistics provider so they can call to book them to pick up the missed collection.

How do I update POS software?

The POS device automatically checks for updates daily.

Forced updates must occur immediately, whereas some updates can be deferred until a convenient time. Please follow any instructions received from Container Exchange.

Please note COEX requires container refund points to complete updates outside operating hours to ensure customers are not affected by delays caused by hardware and software updates.

Please check your daily procedures to ensure you allow enough time to complete updates as and when required.

Do I have to invoice Container Exchange for my handling fee?

No. COEX will generate these invoices on your behalf. The invoice will be based on the data you enter into the POS and submit via the CRP Portal.

Can I recycle containers during COVID-19?

Yes, Containers for Change is monitoring relevant authorities’ advice and will continue to provide that guidance to our container refund point operators. However, please check that your refund point is open by looking here before visiting the site.

If you’re not certain about visiting a container refund point, please consider using a bag drop service. 

However, if you’re experiencing flu-like symptoms or are in self-quarantine, please consider the health of others and hold on to your containers while following relevant medical advice.

Who supplies the cages or shipper units the containers are sorted into by material type?

The nominated processing services provider designated by COEX supplies cages or shipper units to CRPs to support operators.

The logistics provider did not drop off any empty collection infrastructure when they collected the full shipper units today, how do I get in touch with them?

Identify the appropriate logistics provider for that CRP and give them the number of the logistics provider so they can call to ask why no empty units were dropped off.

I operate an over-the-counter or mobile container refund point How do I give customers refunds?

  1. Count the number of eligible containers (either manually or using a counting machine)
  2. Select cash refund or scheme ID (only relevant for customers with a Scheme ID) or ‘Other CRPO payments’
  3. Enter the count into the POS
  4. Print a tax invoice and, if applicable, pay the correct cash amount to the customer. Customers with a Scheme ID account will be paid by electronic transfer by COEX.

When will I get paid my handling fee?

Handling fees are paid within five business days after submission of a valid weekly claim.

If you fail to submit your weekly claim by the 12 noon deadline, your claim will be processed and paid in the next week’s payment cycle.

How do I find my nearest bag drop container refund point?

You can find your nearest bag drop on this map. The black pins are stand-alone bag drops but some green pins may also offer a bag drop service – click on the pin to see if the service is offered.

What happens if collected containers are stolen from a container refund point?

Each container refund point is responsible for the security of the collected containers on its premises. Container Exchange will not pay the container refund point a handling fee or refund amount for any containers not received and verified by a processing provider.

The logistics provider delivered the wrong collection infrastructure, how do we get this sorted?

Identify the appropriate logistics provider for that CRP and give them the number of the provider so they can discuss with them.

Do I need to print multiple copies of tax invoices?

For all counter transactions the POS system should automatically print two copies of each tax invoice: one for you to keep and one for the customer.

What is an audit adjustment?

Audit adjustments are made to accounts if discrepancies are found. They can be made to the weekly payment or in arrears (on previous payments) and are shown as an offset either to the refund amount tax invoice or the handling fee tax invoice.

What is a bag drop?

A bag drop is a container refund point where you can drop off bags of eligible containers to an unstaffed shipping container, wheelie bin, charity-style bin or cage to be counted later. 

You should label each bag with your scheme ID so when the containers are counted later, the container refund point operator can transfer the refund amount to you via EFT. 

These bag drops may be stand-alone sites (black pins on the map) or available at over-the-counter depots (green pins of the map).

How do customers get their refund from my container refund point?

Customers who want to be paid by electronic funds transfer are required to register on the Containers for Change website for a Customer Scheme Account ID at: www.consumer.containersforchange.com.au/create-account

The operator must determine if a customer has a Scheme ID. This enables the refund to be deposited into the customer’s nominated bank account by EFT.

Where a customer returns containers using a reverse vending machine, payment is to a customer’s bank account can be automatically issued when they select the option of receiving the refund amount electronically via their Scheme ID.

Where the customer does not have a Scheme ID, or does not wish to use it, the operator must pay any refund to the customer in cash - if the operator provides cash - or a cash equivalent form, which may include (but is not limited to):

  • credit to a credit card or another account (eg. PayPal)
  • a digital wallet
  • voucher or deposit onto a loyalty card.

How do I know a container is eligible for a refund?

If you are manually counting containers, you can check the containers for a 10c refund logo. However, if there is a significant quantity and variety of containers, it will be quicker to run a search online.

When you log into the POS device, you can select the search icon at the top right corner in most screens. This search icon allows you to scan or enter the barcode numbers of the containers, or search the product names, to identify whether a container is eligible for refund.

I operate a bag drop - how do I give refunds to customers?

  1. Collect bags from the bag drop point
  2. Navigate to the ‘Bag drop count’ screen in the POS
  3. Scan the barcode on the printed label fixed to each bag to record it against the Scheme ID (or directly enter the Scheme ID)
  4. Count the number of eligible containers (either manually or using a counting machine)
  5. Enter the count into the POS
  6. Print a tax invoice for your records. COEX will pay the customer directly by electronic funds transfer (EFT).

What is an abatement?

An abatement is a fine or payment to Container Exchange by a container refund point due to the CRP's failure to meet the performance regime ie. If they are not following correct processes.

Abatements are invoiced separately. Payment by the CRP is due within five business days of receipt of the abatement tax invoice.

What is a scheme ID and how do I get one?

Scheme IDs are a great way to receive your refund. They’re a unique code which you can use at container refund points to receive your refund via EFT. 

You need to have a scheme ID to use a bag drop so you can just drop off your containers and receive your refund after they’ve been counted. 

You can sign up for a scheme ID here or, if you’re already registered, you can find your scheme ID and download it to your smartphone’s digital wallet here.

As a container refund point operator am I registered for GST or required to be registered for GST?

If you are unsure whether you should be registered for GST, please seek appropriate professional advice, eg. from your accountant). For additional information visit: https://www.ato.gov.au/Business/GST/Registering-for-GST/

What is a shipper unit on the POS?

A shipper unit is the bin, cage, wool bale, or bulk bag approved by COEX and provided to the container refund point by the processor.

Each shipper unit will have a unique asset ID on the point-of-sale device (POS) for tracking purposes.

Do bag-drops need to print multiple copies of tax invoices?

No. The customer will receive an electronic copy of the tax invoice and remittance to their registered email address once the transaction has been processed.

I cannot login

The POS is designed to work in both an online and offline environment, so you should be able to login without an internet connection.

Please follow these steps:

  1. Check you’ve entered the correct username
  2. Check you’ve entered the correct password (make sure Caps Lock isn’t on)
  3. Check your internet connection (do this by accessing another web page)
  4. Check you’re using a current version of a compatible browser: either Edge, Chrome, or Firefox
  5. Restart the Internet browser
  6. Clear the cache in your browser settings (if you are unsure how to do this, enter ‘clear cache’ and your browser name into a search engine)
  7. Restart your PC or device
  8. Check your PC or device for updates, and if necessary perform updates

Contact us by phone on 13 42 42 or email at enquiries@containersforchange.com.au

How long will it take for me to get paid via a bag drop?

The time it takes for your refund to reach your bank account will depend on your location:
•    Metro – up to 3 business days
•    Regional – up to 7 business days
•    Remote – up to 10 business days

These are estimated timeframes for stand-alone bag drops (black pins here) which take a little longer because containers need to be collected, transported to a designated site and counted before your refund is processed. Refunds via bag drops offered at over-the-counter depots (green pins here) can be quicker since they don’t need to be collected and transported before counting.
 
However, as a result of the social distancing measures, there may be further delays in the counting of your containers.  

What is the best way to communicate directly with Container Exchange?

You can contact us through: operations@containerexchange.com.au or

Go to our website www.containerexchange.com.au and click on ‘contact us’

What is a bay on the POS?

A bay (or a drive lane) is a group of shipper units set up by large CRPs to organise their operations.

For example, there may be one bay of shipper units assigned to each sorting counter. If you use a bay system, the CRP administrator must ensure the bays are correctly setup in the ‘coordination’ section of the POS system.

If you need assistance managing your site settings, please:

phone 13 42 42 or email enquiries@containersforchange.com.au

I operate a reverse vending machine (RVM) - how do I give refunds to customers?

The customer must use a Scheme ID to get a refund from an RVM. The process is:

  1. The customer enters the Scheme ID
  2. The customer places the containers in the chute
  3. The machine counts the number of eligible containers
  4. The machine records the count
  5. The machine provides the customer with a receipt

COEX will process this payment electronically and send a remittance advice to the customer’s registered email address.

A POS user has forgotten their POS PIN number

Ask the person in charge at your CRP for advice.

A manager can reset their PIN by logging into the CRP operators’ web portal, clicking ‘POS Users’, and editing their record.

What do I need to use a bag drop?

You should BYO bags and labels when using a bag drop. Make sure the bags are sturdy, so they don’t break in transit – it’s a good idea not to overfill them too. Write your full name and scheme ID clearly on your labels and stick them on or put them inside each bag you’re returning. 

Some container refund points may provide bags and labels but it’s worthwhile to BYO just in case.

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