FAQ

On this page we have put together questions asked by our customers and prepared answers to them. We will also be happy to answer your questions by phone, email or mail. Our contact details can be found on the Contact information page.

WASTE MANAGEMENT

Can I decide the waste container emptying interval by myself?

You can agree on a suitable emptying interval for your waste container, but the waste management provisions should be taken into account.

Do I need to mark the waste container in any way?

The waste container should at least be marked with the property address.

Can I cancel a single emptying or suspend the service for a specified period?

Yes you can. It should be reported at least three days before the emptying that you want to cancel, or the beginning of the suspension period. You can cancel by email or telephone.

Where should I place the waste container on the plot?

The waste container should be placed as close to the boundary of the plot as possible and next to the road, so that the driver has unimpeded access to it. The customer is responsible for arranging unimpeded access to the waste container. For example, a vehicle in front of the waste container, a loose dog on the yard or an overweight container can prevent the driver from accessing the container. In this case the container is not emptied, but the fee is still charged. The provisions of the municipality should be taken into consideration when placing the waste container, as they can have very detailed instructions on where the container must be placed.

Why does not the garbage truck drive to the front yard of the private house in the conurbation?

Urban yards are often small and are also increasingly paved. The heavy garbage truck can damage the structures of a small yard with inadequate support capacity, which is why it is generally forbidden to drive onto yards in urban areas. The driver picks the container from the yard on foot, which is why the container should be located next to the driveway intersection.

I would like to use a shared waste container with my neighbour; can I do that?

Yes you can. A shared waste container is purchased by the close neighbours together, and it is emptied in accordance with the agreed emptying schedule.

The costs of emptying is divided between the participants of the shared waste container according to a mutual agreement. If the participants want an own invoice for their share, the invoicing address of all participants must be reported to us (at least 10% per property).

Why does the driver not empty all waste containers of the housing association at the same time?

When a housing association has several waste containers with the same waste fraction (e.g. three 660 litre mixed waste containers) they form a container group. The drivers have been instructed to always empty at least one container of the group, and in addition the containers that are over 50% full. This keeps the waste management costs of the housing company reasonable and allows for using reserve containers without causing dramatic cost increases. If your housing company wants that all containers are emptied on the same day, notify us by email.

Why can’t the waste driver warn us if our car is in front of the waste container? We were at home and could have moved the car.

Waste drivers have a long daily route, which is why all unnecessary delays on the route have been cut to a bare minimum. Drivers are instructed not to go and sound the doorbell in such situations, but they can ask to move the car if the customer is outside.

The waste container should always be accessible, even if a car is on the yard. The emptying day can vary due to public holidays or vehicle breakdowns, which is why it is important to ensure unimpeded access to the container. The container should be located so that the car does not have to be moved elsewhere during the emptying day.

I received a letter that snow was not cleared / the container was frozen / there were ridges of snow on the road. Why didn’t the driver empty the container? There was not that much snow.

The drivers empty the waste containers that they have safe access to. It is especially important to maintain the waste container and its surrounding, simply because of the work safety of the driver. Frozen containers and yards, as well as undone snow removals always increase the risk of accidents. Dragging a full waste container in the snow is hard, and in addition, the wheels of the container can lock up or break. Waste drivers are instructed not to empty the waste container if it is not possible to do so safely.

A sludge truck or log truck is able to turn on our yard, why isn’t the garbage truck?

The garbage truck has a short wheelbase, which causes a lot of weight on a small area, while a log truck has a long wheelbase and the weight is distributed on a larger area. As the garbage truck can weigh up to 26 tonnes and the weight is mainly on the back of the truck, it cannot drive on soft terrain (e.g. grass or road with inadequate support capacity) without the risk of causing damage to the yard or the truck.

The driver said that the road was slippery, and the container was not emptied. We were able to drive onto the yard with our car, so why couldn’t the garbage truck drive there?

The garbage truck can weigh over 26 tonnes and especially in the winter severe damages can be caused if the driver loses control of the truck. The track width of the truck is also different than that of a passenger car. Drivers perform all emptying works on the list even during the winter, and containers are never left unemptied without a reason. If the yard is slippery in the winter, the waste container should be moved closer to a bigger road for the time.

WASTE CONTAINERS

Who should wash the waste container?

The holder of the property (inhabitant) is responsible for keeping the waste container clean. In housing associations, the cleaning of the waste container may be left to the maintenance company.

My waste container broke during an emptying. What shall I do?

Please contact the customer service of Hettula Oy so that we can register in your customer information when the container broke. It is likely that the waste truck driver has already reported the broken container through our electronic drive control system. If possible, take pictures of the broken container and send them to our customer service in order to speed up the processing of your case. In addition, please state the make, model and year of manufacture of the container, which are often found on the lid.

As a general rule, containers that are over five years old are not compensated, because the plastic of the container suffers from fatigue with age. Typical damages due to plastic fatigue are cracks on the side or the band, and twisting. When the waste container is broken due to its age, it usually breaks during the emptying.

It may also be broken due to the error of the driver. In this case the container is compensated. On the other hand, damages caused by misuse (e.g. overfilling or overloading) are not compensated.

If it is suspected that the waste container has broken due to a manufacturing defect or because the container is not suitable for mechanised loading, we recommend that you contact the dealer with the form provided by the consumer agency as soon as possible. A high-quality waste container has a several-year frame warranty, and the damages are compensated by the seller if they are not caused by the driver.

What is a good waste container?

Waste management provisions set the minimum requirements for a waste container. Waste containers that are moved by hand must be suitable for mechanised loading, and they must have wheels, handles and a lid. When you purchase the container, it is advisable to make sure the container is suitable for mechanised loading and to ask about the warranty period. The waste container should last for several years, and a sign of good quality is a long frame warranty.

For example, the suitability for mechanised loading of a 240 litre waste container can be ensured by checking that it is marked with the standard EN 840-1 or EN840.1. It should also be marked with a brand or a manufacturer, its volume, the maximum weight and the manufacturing date. The standard requirement has been a part of the waste management provisions since 2016.

Please ask us for more information. You can also purchase standard-marked waste containers from us.

Why is there waste in my container after the emptying? Why was the container not emptied completely?

During the winter, the most common cause is that the waste has frozen to the container. At other times the waste can be stuck in the bottom of the container due to overfilling, i.e. the waste has been compacted too much in order to get room for more waste. The container is emptied mechanically. The compacted waste does not always gets emptied. The customer is responsible for ensuring that the container is not overfilled and that there are not any liquids in the waste that could cause freezing.

In these situations, the customer should loosen the waste and put it in a bag. It is not recommended to compact the waste when the container is full, but rather it should be packed in a waste bag placed next to the container. Compacting can also damage the container.

Why does not the driver empty the container by hand? There was a brush next to the container that the driver should have used.

The stuck waste is often hard to get off, which means that it is time consuming. We have instructed our drivers to not try and get the stuck waste out of the bottom of the container. Trying to get the stuck waste out is also a work safety hazard, because the driver cannot know what is in the container. The holder of the waste container should ensure that the waste is not frozen or stuck to the bottom. The drivers are permitted to tip the container a few extra times in order to get the stuck waste get emptied as well. They cannot, however, start rattling it, as it could damage the container.

WASTE STATION

What are the office hours of the waste station?

The waste station is open on weekdays 8 am to 4 pm (lunch hour at 11 am). The waste station is closed on public holidays.

How should I proceed when I bring waste to the waste station?

Register at the booth of the station manager (he may be performing field work) when you arrive at the waste station. Tell him that you are there and what waste you are bringing. If the station manager is out on errands, you can call him at 0400643161.

ROLL-OFF CONTAINER SERVICES

What is the price of a roll-off container based on?

The price of the roll-off container is based on the distance to the customer’s location and from the location to the waste reception site, and any possible transshipments. In addition, a waste processing fee is charged for emptying the container, which is usually based on the tonnage of waste.

What should I take into account when ordering a roll-off container?

Specify whether the container is needed for a short period or as a continuous service when ordering.

TOWING SERVICES

My car was towed for 3 km, but I have been charged for 100 km. Why is that?

Our tow truck is located in Kittilä, so if your car breaks down e.g. in Äkäslompolo near a repair shop, we still have to charge the total kilometres of the tow truck. In this case Kittilä – Äkäslompolo – Repair shop – Kittilä.

INVOICING

How do I report a change in the invoicing address?

You can report changes to the invoicing address by sending an email to pertti.hettula@hettula.fi. The change will take effect in future invoices.

Can I send an e-invoice to Hettula Oy?

We hope to receive your invoices as e-invoices. Our e-invoicing address is:

Hettula Oy

EDI code 003703498289
E-invoice operator: Liaison Technologies Oy

How does Hettula Oy send invoices?

For consumers we recommend using e-invoices for consumers. We also send invoices in paper form, or you can make a direct payment agreement in the bank.

For corporate customers we recommend using e-invoices for businesses. Paper invoices can also be used.

We do not email invoices.

What is the difference between e-invoices for consumers and businesses?

Both are electronic invoices.

The customer makes a consumer e-invoice agreement in the online bank by using the reference number of the last invoice as identification data. Changes and termination of the e-invoice agreement is performed in the online bank.
The e-invoice for businesses is an electronic invoice, which is sent through an e-invoice operator or a bank. Generally, e-invoices are received in the purchase invoice system.

Why do I receive e-invoices? I have not signed an e-invoice agreement.

Most likely you have accepted the agreement when you have paid the invoice in the online bank. The e-invoice may also have been ordered by the person who paid the last invoice, e.g. your spouse. If you do not wish to receive e-invoices, you can terminate the e-invoice agreement through the online bank or by contacting your bank.

The bank informs Hettula Oy of e-invoice agreements. Hettula Oy is not able to terminate or sign this agreement for you.

There is an error in my invoice. Who shall I contact?

Please contact our customer service on weekdays from 9 am to 3 pm by phone or email, or by using the feedback form found on this site. (LINK TO FEEDBACK FORM)

I received a payment reminder, but I have not received the original invoice. How come?

The invoice may have been sent as an e-invoice, in which case it is found in your online bank. Reminders are always sent via regular mail.

I have moved, and received a payment reminder. Why did my change of address not come to the attention of Hettula Oy?

Hettula Oy does not receive information regarding changes of addresses from any other place that the customers themselves. Therefore, please report address changes to the customer service as soon as possible.

My waste container is emptied once per month on Mondays. Why am I charged for two emptyings for May 2016?

We empty the containers every 4 weeks. For example, there were five Mondays in May 2016, which is why the emptying is performed May 2 and May 30.

Why am I charged a basic fee in the municipality of Kolari, even though my containers have not been emptied at all this year?

In accordance with a decision made by the municipal council of Kolari, all properties of Kolari must be part of the waste transport arranged by the municipality by using a private company. You can find more information on the subject from the website of Kolari in the address below. The website of Kolari is only available in Finnish.

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