Frequently asked questions

If you can’t find an answer to your question about Container Collect, please contact our customer service team on 13 42 42.


Scheduling a collection


Q. How do I make a booking?

A. There are two ways you can book a home collection of your empty containers.

  1. Via the Containers for Change app, or
  2. Using the booking form on the Container Collect webpage

Once you have logged into the app with your email and password, select ‘Container Collect’ and follow the prompts to schedule your booking. You will only be able to make a booking if your suburb is currently part of the free trial.

Q. Why isn’t Container Collect available in my postcode?

A. Container Collect is currently on trial in selected postcodes across Queensland and there are exclusions that apply within these postcodes. We hope to roll the program out to more suburbs after the trial’s success.

Q. How do I cancel or change a booking?

A. When you make a booking on the website, you will receive an email which will allow you to cancel or change your booking. If you book via the app, you can edit/cancel within the app itself OR via the link in the email you receive.


Bags and containers


Q. Do I need to sort my containers?

A. Sorting is not required; the container refund point will do this when counting your containers. You just need to make sure all containers are eligible by using the barcode scanner in the app and that the lids have been removed.

Q. What bag should I put my containers in for collection?

A. Please use any sturdy bag to make sure it does not break in transit. Please keep in mind that any bag you use will not be returned to you.

Q. How should I label my bag?

A. You can write your scheme ID clearly on a piece of paper and either place it inside or tape it securely to your bag. Alternatively, you could clearly write your scheme ID in marker on the bag if the colour allows the writing to be visible.


Our collection service


Q.Who will be picking up my bags?

A. The refund point operator servicing your area during the trial will arrange a driver to collect your bags.

Q. Where should I leave my bags?

A. When you make a booking, you will need to specify a location for your bag(s). You can edit this up to 24 hours before pick-up. If it changes within 24 hours of pick-up, please advise us of this change by calling 13 42 42 so we can inform the driver directly.

The app provides some guidance on locations, but we suggest you choose a spot hidden from public view and with clear and safe access. For apartments, we would recommend checking with your body corporate for a suitable location.

Failure to leave your bag(s) in a safe place accessible to the driver may result in your bag(s) being unable to be picked up.

Q. If I am at home, can I ask the driver to knock/buzz my door?

A. The collection trial does not currently allow for door-to-door service. This means your bags must be in a spot that is accessible to the driver. This is so the driver doesn’t have to rely on the customer being home to pick up their bags.

Q. How do I know my bags have been collected? Will I get a notification my bags have been collected?

A. You will get an email within 48 hours of pick-up to confirm that your bags have been collected.


Missing/lost bags


Q. I left my bags out and they weren’t picked up.

A. Please check that the location of your bag(s) was listed correctly in your app booking. If this was correct, it may be the case that this location was unsafe or inaccessible to the driver. Please reschedule for next week, changing the location of your bag(s) if possible.

Q. My bags were stolen before the driver arrived.

A. Customers will receive confirmation of pick-up within 48 hours. If you did not receive a confirmation but your bags are gone please call 13 4242 and our team can check with the operator allocated to your area.

Unfortunately Containers for Change cannot take responsibility for the security of containers left for collection.




Q. When will I receive my refund?

A. Your containers will be counted and processed within 48 hours of pick-up. How long it takes for the money to reach your account will depend on what bank you are with along with delays during peak periods.

Q. My payment doesn’t match the number of containers I’ve returned.

A. Only certain beverage containers are eligible for a refund. If you have checked that all the containers you returned were eligible, let us know by calling 13 42 42 so we can investigate this with the operator.


The App


Q. How do I download the app?

A. The app is available for download on the Apple store and Google Play store here.

Q. What are my logins for the app?

A. You need to have an existing Containers for Change scheme ID in order to use the Container Collect program. If you do not have an account, visit to sign up.