Where to complain about garbage dumping in the yard

Regulatory regulation

In the field of waste management, Russian regulations are represented by several regulatory documents:

• Constitution of the Russian Federation;
• Government Decrees No. 354, 1156;
• FZ-;
• FZ-89;
• Housing Code (Article 157.2);
• Code of Administrative Offenses (Article 8.2);
• conclusion of the Ministry of Economic Development No. 721;
• SanPiN 42-128-4690-88;
• Gosstroy Resolution No. 170.

These regulations define the procedure, responsibility and requirements for waste removal procedures from trash cans. The documents are aimed at achieving environmental safety indicators for citizens and the environment.

Important changes in the field of waste management regulation occurred in 2021. Changes have been made to the legislation, which determined the responsibility of regional operators for the entire process of waste circulation in the designated territory.

What to do if you stop collecting garbage?

Guests

Tatyana Ovcharenko, head of the School of Active Citizens, expert in the field of housing and communal services

Ivan Knyazev:

This is the topic. Residents of Engels (Saratov region) complain about their public services. They don't want to take out the garbage. One of the districts is slowly turning into a real dump. City residents have to somehow remove waste themselves, organize community cleanups, and so on. This situation is very worrying for everyone.

Tamara Shornikova:

Yes, now is the time for the “Housing and Communal Services Our Way” column. We will talk about the problem of garbage disposal. We would like to find out from you how waste is removed, what happens in yards, who should be responsible for cleanliness in cities and villages. We will figure it out together with our expert in the field of housing and communal services, the head of the School of Active Citizens, Tatyana Ovcharenko. Hello.

Ivan Knyazev:

Hello, Tatyana Iosifovna. As always, I suggest you first watch a short story about how things are with landfills on the streets of some cities. Maxim Volkov will tell us about this now.

PLOT

Ivan Knyazev:

The Ryazan region also writes: “Garbage is everywhere where a resident of our city has passed. Near the entrances it’s been cleared, and then there’s just trash and broken glass.”

Tamara Shornikova:

Leningrad region: “They take more money, there are fewer bins, garbage is lying around and is not removed.” Volunteers are, of course, good, but still, whose area of ​​responsibility is this and who is responsible for such a picture on the city streets?

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Tatiana Ovcharenko:

Ask the authorities. Such disgrace is terrible to watch! What kind of talk? It's scary to listen to. At the very beginning it was said: “Cleaning and creating container sites is the responsibility of management organizations, and the money is the responsibility of the city administration.” And then the scavengers. What kind of scavengers... I understand. If you have a monopolist, who, of course, does not have his own vehicles, and who has 385 contractors, then he does nothing. But you can see it there. There aren't even different containers. But the branches... These are large-sized garbage. They require these huge containers, which are called “boats” in slang and for which special equipment is needed. I have no words.

But, on the other hand, when I was in Syktyvkar and everything thawed there by chance, you know, sometimes it’s spring there, there’s just garbage littering the windows. Here you go - and dozens of them... We throw them right out of the windows. Neither the manager nor the administration has anything to do with this, understand? This is a difficult problem. But basically, the reform does not justify itself at all, except for one thing: the money is taken regularly.

Ivan Knyazev:

By the way, about money. Tatyana Iosifovna, look, Kirov writes: “In the region we pay 1000 rubles a week for garbage.” What is this we are talking about?

Tatiana Ovcharenko:

Understood nothing. Let him explain. I don't understand. Who are “we” and where do we pay? Maybe they accidentally put the comma in the wrong place?

Tamara Shornikova:

Yes, please decipher it. Send a message or call us on air.

Ivan Knyazev:

I wanted to find out how much we generally pay for garbage throughout the country.

Tatiana Ovcharenko:

Generally more complicated than Newton's binomial. They can still be from square meters here. Square meters are spewed with garbage every day. So rude. And so on the number of registered citizens and on the category of the object. This is such a complicated matter. That is, the plant produces only waste; it is a special facility. And residential buildings are other forms of waste. Both the standard and tariffs are determined based on these considerations on the basis of a special decree of the government of the Russian Federation “Rules for determining waste standards.” And hence the price.

And the first thing the garbage contractors did was to drive prices through the roof, and that’s it. In general, then, thanks to popular indignation, they somehow began to restore order. And all calculations must be confirmed, since this is now a communal resource, necessarily by the resource and economic commission of each subject and city. And excuses. There must be explanatory notes, calculations about how, how they ran, measured, how many times. Everything is written in the law. The main thing is to do and control. In the meantime, residents pay meekly, having great opportunities, in order to rein in this kind of impudent people, well, the situation will be in such a sad state.

Tamara Shornikova:

What are the possibilities?

Ivan Knyazev:

How to rein in?

Tatiana Ovcharenko:

First of all, you need to ask the management organization, see the contracts that were concluded with garbage transporters, contractors, and stackers. View and demand the garbage reformer's commitment agreement itself. Unfortunately, there is only one per region, but there are several. And see who you belong to. There are seven clusters in the Moscow region.

Tamara Shornikova:

Did you mean operators?

Tatiana Ovcharenko:

Yes, seven clusters. Everyone has their own monopolist. Are seven monopolists better than one? Somehow I don't understand. And then you need to complain to the Federal Antimonopoly Service, to the local department of the Federal Antimonopoly Service, because this is a clear abuse of the monopoly position. And if the containers are cleaned, a complaint is made to the police department for theft. They all cost money. To calculate the number of containers... There was a story that there are 30 houses there, but there are not enough of them. This is a fairly common occurrence. It is related to the first. They steal from each other. This is the first fun of management organizations. And the private sectors steal. At home they install it on a plot of land. And secondly, they simply don’t exist. They are not ordered in the required quantities.

Ivan Knyazev:

How many should there be?

Tatiana Ovcharenko:

This is by calculation. The number of sites is less than 200,000 inhabitants, less than 500, and so on. Then the number of containers depends on how many people use it. And as for stores that dare to carry garbage into household containers, they should be fined in the most severe manner, and punishment should be demanded at the highest level. Because it is strictly prohibited. And it has always been strictly prohibited. You never know what they'll bring in there, along with cockroaches and rats. Therefore, residents should simply stand up, demand the closure of the store, and so on.

Ivan Knyazev:

To protect your containers. Tatyana Iosifovna, let's listen to the TV viewers. A lot of people have already called us. First Nina is in touch, Tyumen region. Hello.

Viewer:

Hello. Actually, my question is not about garbage.

Ivan Knyazev:

And why?

Viewer:

Can I ask another question?

Ivan Knyazev:

If only briefly.

Viewer:

On January 1, our tariff for the removal of liquid household waste was more than doubled.

Tatiana Ovcharenko:

And what?

Viewer:

Tied to square meters.

Tatiana Ovcharenko:

So what?

Viewer:

It turns out that I live alone. And nine people live in one square. We pay the same.

Tatiana Ovcharenko:

I can tell you that ask your administration on what basis the decision was made in this way. Who determined? The fact is that from January 1, 2021, these costs are determined mainly not by the garbage collectors themselves, but by the administration, or a general meeting of residents can set the amount for garbage collection.

Tamara Shornikova:

Tatyana Iosifovna, when such explanations are given by the administration, they usually find reasons. The unsubscribes are huge.

Tatiana Ovcharenko:

No. I assure you. I have read I don’t know how many thousands of answers in my life. And I can tell you that 7/8 of them do not contain an answer. Because they got it not in the eyebrow, but in the eye. And they tell you on 7 pages the contents of the housing code and the law, and at the end there is a line that this is either in the wrong place, or... well, you know, that’s all.

Ivan Knyazev:

And now Sochi is in touch with us. Tamara got through. Tamara, hello.

Viewer:

Hello, hello. I would like to know, in Sochi our tariff for garbage removal is 156 rubles and kopecks per person. It turns out that we pay... I just keep track of all these prices throughout Russia. And it turns out that we are paying for ourselves and three holidaymakers. They said that they were taking the garbage somewhere to Belorechensk, but they said that Belorechensk was choking with garbage. Why such a high tariff - 257 rubles per person in Sochi?

Tatiana Ovcharenko:

So are you asking me about this in Moscow?

Viewer:

Who should I ask?

Tatiana Ovcharenko:

You ask first of all those who set this price. Inquire with the administration. Let the resource and economic commission answer this question for you.

Ivan Knyazev:

Wait a second, Tamara. I wanted to check with the viewer. What does it mean that they also charge for those who come - from holidaymakers? What do you have in mind? They didn't wait.

Tatiana Ovcharenko:

Garbage removal is a resort fee paid by visitors. So there are the usual Sochi witty solutions. That's all.

Tamara Shornikova:

Tatyana Iosifovna, I’ll ask again about correspondence with the authorities, which you recommend our residents do. On the one hand, there is you, an experienced person, an expert in the field of housing and communal services, and, naturally, such replies make you laugh and provoke you into further struggle. On the other hand, there is an ordinary resident who received 7 sheets of abstracts of the housing code, then at the bottom that the increase in tariffs is related to the economic situation in the country, and “with respect, so-and-so.” Did you answer? They answered. Something has changed? No. What to do next?

Tatiana Ovcharenko:

Then we usually complain to the prosecutor about this in accordance with Law 59 and demand to call to order and force him to answer us on the merits. This is the first one. We send a copy to the housing inspection, a copy to the administration with a request to take a closer look at the license that was granted to this management organization.

Wait, well, an unfortunate lonely resident and mountains of garbage. But if you look at it this way, they don’t live in an open field. You can chip in, go to a lawyer, draw up competent demands, write a complaint to the chief sanitary doctor of the city or region, and demand action from him. He has the right to fines. Let him impose it. Let him specifically impose it on officials. Deputies are required to ask for reports from management organizations. Let them demand it from the garbage collectors. Come to these reports. Say what you think. It is your right. There are great opportunities here. But we must act.

Ivan Knyazev:

Lyudmila from Khakassia is in touch with us.

Tamara Shornikova:

Let's listen to the call. Khakassia is in touch with us. Lyudmila, hello.

Viewer:

Hello, dear presenters and Tatyana Iosifovna, an expert whom I always listen to very carefully, I like her competent answers. My question is not about garbage, but about repairing the entrance. We haven't had any renovations done for 10 years. The entrance smells of dampness and everything is already collapsing. And we can’t achieve it. Last year they promised, the administration changed there. And again applications are not accepted. Everything is blamed on the coronavirus. And in general we don’t know how to achieve it, where else should we turn.

Tamara Shornikova:

Lyudmila, sorry. We smile. Of course, this is in no way related to your request. We just know Tatyana Iosifovna’s answer, who will now send you, excuse the wording, to the administration.

Ivan Knyazev:

To the prosecutor's office.

Tatiana Ovcharenko:

I have to say that you should ask for the money back in 5 years because the deadline for maintenance is 5 years. If you say that you have been paying for 10 years and have not received two repairs, first of all demand the funds back and, of course, interest on bank grounds for the use of your funds. This is the first one.

Further. Was this money used? Write a statement about the crime - misuse of funds. This is targeted money, you know? It's a crime if you use them differently. Demand, write, and then demand supervisory proceedings. When they write to you that everything is great, that stealing money is the rule, and we adhere to these views, demand supervisory proceedings. You have the right to do this. You will see either real explanations from those interviewed or a piece of paper. Well then, take care of your police officers at the same time. This is the first action. Once.

Secondly, of course, you don’t insure your apartments, do you? Therefore, you cannot contact the insurance company and have them pay you for the dampness, the stench, and so on. I recommend that you insure your apartments and start making demands. And you will receive this money. And the insurance company will shake them out of the management organization, because this is their bread, and not just your money. So there you go. Convene a general meeting. Change the management organization. Demand from the administration that an internal investigation be carried out if this manager is from the administration. That is, there are a lot of possibilities. If not, you are breathing mold. What can I tell you?

Ivan Knyazev:

Saratov region now. Anatoly got through. Anatoly, hello.

Viewer:

Hello. I'm talking about garbage. This is the city of Petrovsk, Saratov region.

Tamara Shornikova:

We are listening to you.

Viewer:

There are about 32 houses in our microdistrict. There are no containers installed at all. The nearest one is somewhere within one kilometer. Garbage is not collected or removed. But receipts have been arriving regularly since February. What should we do?

Tatiana Ovcharenko:

First, let the person sending you the receipt know that you are suspending payments. Due to the failure to provide services, demand a refund, that is, recalculation.

Ivan Knyazev:

Can I take a picture of all this, Tatyana Iosifovna?

Tatiana Ovcharenko:

All this can be applied. This is the first one. Secondly, what do you mean there are no sites? Where does the city administration spend its money? And what does the management organization do with the same money?

Ivan Knyazev:

These are such philosophical questions. I understand correctly that you need to document, firstly, that the garbage is lying in the yard, take a photograph at a minimum, and notify your management company that I will no longer pay due to the failure to provide services.

Tatiana Ovcharenko:

Yes, and demand a recalculation and refund. Because how? And a fine under Article 157, because it was overcharged. If the service is not provided, then the charges are unnecessary. There were excessive charges - a 50% fine in favor of the consumer. And stop paying for God's sake. If they didn’t sell you sausage in the store, you don’t pay. Well, here too.

Tamara Shornikova:

We'll have time to take one more call. Vera, Ulyanovsk region. Hello.

Viewer:

That's the problem. We have a big village. And they threw 4 or 5 tanks over the entire village. Very far from each other. And the people are mostly elderly. It is very difficult and far for us to walk. And the prices are as follows - 100 rubles for each registered house. My children, for example, work as truck drivers. I have to pay garbage for them. The house is empty. You have to pay rubbish for it. And another plus is that they send papers to the dead. How is that?

Ivan Knyazev:

Such a complete set.

Tatiana Ovcharenko:

For the deceased, notify them, send a copy of the documents that those they sent to have died. That is, you are obliged to inform them about it. They buy entire cities. And some two people died. Do you really think that they are interested in this? And in general they have a completely wrong registry. This is the first one.

Are your truckers away for more than 5 days? If it is more than 5 days and there is a certificate from work that you were on the route for more than 5 days, then recalculation is based on garbage. But if you’re away for two days, no. That's how the law is written.

Tamara Shornikova:

Namely, do you need 5 days in a row?

Tatiana Ovcharenko:

This is where it gets interesting. In a row - I know for sure. Yes, in a row. You were in the hospital, on a business trip, or went to the country. And for truckers this is a business trip. That there are few containers - for rural areas 100 meters there should be containers. Find out where they are going. And then, you old people, young people, I don’t really understand: do young people have less respect for themselves and drag themselves around with garbage?

Tamara Shornikova:

In general, stand up for your rights. Tatiana Ovcharenko.

Ivan Knyazev:

Thank you.

Tatiana Ovcharenko:

Learn to respect yourself.

Ivan Knyazev:

Tatyana Ovcharenko, head of the School of Active Citizens, was on our air.

Tamara Shornikova:

Category "Housing and communal services".

Standards for waste accumulation and removal

According to the current legislation, the conditions for the accumulation and timing of waste removal are determined. Storage areas must meet a number of requirements:

• location no closer than 20 meters from the entrance to the house and no further than 100 meters from the house;
• the volume of containers for a house with up to 200 people is 100 liters;
• over 200 people – 800 liters;
• no more than 5 tanks on the site;
• the site is asphalted or concreted;
• the site is fenced;
• free access to containers.

The frequency of removal is determined by the established temperature outside:

• over 5 degrees – daily;
• below 5 degrees – every three days.

Local authorities may establish other conditions for the frequency of removal, but aimed at greater frequency. Agreed delays of 1 or 2 days are acceptable.

The director of the legal service “Unified Center for Protection” (edin.center) Konstantin Bobrov answers:

A contract for the removal of solid waste must be concluded without fail. Moreover, this is the responsibility of the owners, not anyone else. The container and site should be located no more than one hundred meters from the house. It is the responsibility of local governments to place them, and again, you need to contact them.

The contract for the removal of solid waste is concluded in writing with the organization engaged in waste removal, or it can be the so-called “actual” one if you live in its service territory (which is most likely your case, since the receipt contains this clause).

Why are home maintenance rates rising?

How to bring the management company to its senses?

Grounds for complaint

Failure to comply with the requirements of regulations regarding the conditions for placing garbage sites and the frequency of garbage collection is the reason for filing a complaint. As the responsible parties fail to act, the application is sent to higher authorities to resolve the problem. Among the addressees are:

• Management Company;
• regional operator;
• local administration;
• housing and communal services management;
• housing inspection;
• Rospotrebnadzor;
• environmental control;
• prosecutor's office;
• court.

First of all, the complaint is sent to the management company or regional operator. These organizations are directly responsible for the waste removal procedure.

At the garbage site

The containers are overflowing: mountains of garbage rise above them. There is nowhere to put waste, and people put bags nearby. The site is overgrown with garbage on all sides and begins to resemble a landfill.

Reason 1 - non-compliance with the garbage collection schedule. When waste is not collected for several days, it accumulates and begins to smell unpleasant.

• Responsible - regional operator (RO).

From January 1, 2021, the management of municipal solid waste (garbage removal) is classified as public services (Federal Law of June 24, 1998 No. 89-FZ “On Production and Consumption Waste”).

Regional operator is a company that is obliged to accept municipal solid waste in volume and in places of accumulation, ensure its transportation, processing, neutralization and disposal. The regional operator is selected by the authorized executive body. The company must have the appropriate license. Residents of apartment buildings (apartment buildings) pay for the garbage collection service.

You may have a direct agreement with the RO if direct management has been chosen in the house or at a general meeting of owners it was decided to pay directly to utility providers. An agreement with the RO can also be concluded by your management company (management company), HOA (homeowners' association) or cooperative - it depends on the chosen method of managing the house.

The frequency of waste removal is determined by the contract. If the RO does not comply with this frequency, he violates the terms of the contract. This is a reason to demand a recalculation for poor quality of service.

Reason 2 - failure to regularly clean the container site.

• Responsible - management company or municipality.

By law, the owner must monitor the condition of the site. If the waste collection site is a common property, then it is maintained, repaired and cleaned by the management company (or HOA). If it is not part of the common property and is located on an unregistered plot of land, then it is owned by the municipality. Then the administration of your locality is responsible for it.

Information about who serves it and to whom it belongs must be posted directly on the container site.

If the management company or the administration do not fulfill their duties, it may turn out like this: the operator comes to the site to pick up garbage from the containers. Near the containers, garbage bags are already scattered on the ground and torn by cats. Collecting this is not his responsibility; the cleaning should be carried out by the management company or the administration. Now, if the operator drops several bags of garbage during loading, he will have to pick them up and clean the area.

A dispute often arises between the management company and the RO. Was any debris scattered during loading? Or was the site not cleaned at all?

Let them figure it out for themselves. Our job is to send a signal.

• What to do?

• Draw up a report about non-removal of garbage or contamination of the waste collection site.

To do this, first take a photograph of the area where the garbage has accumulated, and then contact the emergency dispatch service (ADS). We wrote how to do this in one of the sections of this article.

ADS representatives together with you will check the quality of waste removal services and draw up a corresponding report in several copies. The chairman of the council of your apartment building can also draw up an act.

• Write a claim to the management company (HOA), attach an act of non-removal of garbage.

If the site with containers is part of the common property, submit a claim to your management company (or HOA). It is in her interests to eliminate the violation before you file a complaint with higher authorities.

You also need to contact the management company (or homeowners association) in the case when you do not have direct contracts with the relocation operator. Then the management company is responsible for garbage removal.

• File a complaint with your local administration.

If the site is managed by the administration, send your complaint there.

• Write a complaint to the regional operator.

If your house is managed directly by the owners, or you have direct contracts with the reoperator, then send your claim to him.

• In your claims, demand not only high-quality provision of services, but also recalculation.

Garbage removal is a public service.
Therefore, you can request a recalculation of payment for the period when the garbage was not collected at all or was done irregularly and with poor quality. These are the first steps towards solving the problem. If they have been ignored, don't give up. There are still places to turn.

• City Housing Inspectorate

File a complaint about poor quality of utility services.

• Rospotrebnadzor

Complain about non-compliance with sanitary and epidemiological standards.

• Prosecutor's office

If complaints to previous authorities did not lead to the desired result, complain about their inaction to the prosecutor's office.

• Court

This is a last resort measure if all the previous ones have not helped. You can sue the management company or reoperator, depending on who is responsible for garbage removal in your case. In the lawsuit, ask to hold the organization accountable for violating the terms of the contract and for refusing to recalculate payment.

It is better if the complaints and claims that you send are collective, from several residents of the house. This way government agencies react faster. You can also file complaints through Dobrodel.

Structure of a written complaint

A complaint sent to different authorities usually differs only in the addressee. General structure of the claim:

• data about the site (address, number of tanks);
• description of the problem indicating the time frame (garbage is not collected within the specified period);
• registration (heading “Complaint” or “Claim”, contact details of the addressee and sender, number, signature).

Applicants can indicate multiple residents - a confirmatory signature from each is required. Photos may be specified as attachments. When applying in writing, they are printed and sent along with the claim.

Example of a complaint

Where to go if they don't take out the garbage?

If the operator does not remove the garbage, a complaint addressed to him can improve the situation. If you live in an apartment building, start with a letter to the management company, HOA or housing complex. Write a statement in free form, indicating personal data, address and the nature of the complaint.

It is better to submit the complaint in person, and on the second copy leave a mark indicating the date the document was received by the operator with the seal of the organization and the signature of the official.

If the operator has not responded to your comments, one by one, send materials about the violation to the regulatory authorities:

• ministry or department of housing and communal services;
• housing inspection;
• Rospotrebnadzor;
• regional executive authorities (Administration and Government);

If officials delay solving your problem, contact the Prosecutor's Office and the Court. The latter, in addition to holding the registrar liable, may award you moral or other compensation.

Important: the regional operator is responsible for removing only the waste that fits in the containers. Waste accumulated around containers is not the responsibility of the operator. This should be monitored by the private owner, the management company/housing association/housing complex or utility services.

Let's take a closer look at what to do and where to complain if the garbage is not taken out.

To executive authorities

First, send a letter to the city administration and government. Since the agreement with operators is concluded at the level of local executive bodies, at the next stage contact the regional administration, the Ministry or the Department of Housing and Communal Services.

You can file a complaint in person, through a representative or online. The latter method is available only if local executive authorities have the technical capabilities.

To the housing inspection

To send letters, applications and complaints to the regional housing inspectorate, you can go to the department in person, send an authorized representative or send an application via the Internet. Unfortunately, there is no single portal for inspections in different regions, but, as a rule, each regional website has a section for submitting electronic appeals. For an example of such a section, see the link https://nadzor26.ru/priemnaya/internet-priemnaya/.

You can send your appeals in different ways at the same time.

To the territorial department of Rospotrebnadzor

To send a complaint to Rospotrebnadzor via the Internet:

1. Open your browser and go to the page for receiving citizens’ requests (https://petition.rospotrebnadzor.ru/petition/oper_auth_need/).
2. Read the rules for sending citizen appeals.

1. Click on the “Authorization using a public services portal account (ESIA)” button.

1. Log in through the State Services portal.

1. Fill out all request fields.

1. Don't forget the details. For example, indicate how long the garbage has not been collected in your claim.
2. Select your regional unit:

1. Attach all photographic evidence and additional documents using the “Attach Document” button. You can add files in text, audio, video and archive formats.

1. Click "Submit".

To submit documents in person, use the list of mailing addresses of Rospotrebnadzor departments at the link https://rospotrebnadzor.ru/region/structure/str_uprav.php.

To the Prosecutor's Office

Complain to the Prosecutor's Office if the operator does not remove the garbage and the above-described departments have not resolved the issue. In addition, send a statement of claim to the court. In the text, especially emphasize the inaction of the above government agencies.

In order to send a complaint through the online reception of the General Prosecutor's Office of the Russian Federation:

1. Open the link in your browser https://ipriem.genproc.gov.ru/contacts/ipriem/.
2. Please indicate your region.

1. Confirm the letter format is “Electronic”.

1. Select a recipient.

choice-poluchatelya

1. Subject and legal status.

1. Fill out all text fields.

1. Enter text and attach photos, videos, audio evidence and documents.

After completing all the steps, fill out the captcha and click “Submit”.

Filing a complaint in case of untimely waste removal

There are different ways to contact the competent authorities:

• remotely via the Internet or by telephone;
• written application with personal delivery or mailing;
• verbal communication during a personal visit.

To achieve the goals of the appeal, use written methods: electronic or paper. The application is assigned an incoming number, which can be referred to in the absence of a response or satisfaction of the complaint.

Through the Internet

The easiest way to file a complaint is online. The application is sent instantly, the submission form is customized so that the applicant provides all the necessary data, there is no need to waste paper or print photographs. Since 2021, regional operators have been operating in Russia: in the Moscow region, for example, there are 7 companies involved in waste management.

There is a single resource for all operators, which includes a complaint form - https://radar.reo.ru/create-appeal. To speed up the resolution of the issue, the type of problem is indicated at the submission stage, which helps to immediately determine the resources needed to resolve it.

In addition to regional operators, other participants in the process have electronic feedback tools: management companies, administrations, departments. It is necessary to find a prepared application form on official websites or an email address in contacts.

To the management company

The organization involved in providing the required conditions for the collection, storage and removal of waste is a management company. If they don’t take out the garbage, you can simply call or write to the management company. Contact information, including telephone, email and website, is indicated on payment documents. The management company is concluding an agreement with the regional operator for waste removal, and for residents the cost is included in the utility bill.

Contacting the management company is the first step when you discover that your garbage bins are overfilled. For example, the organization did not control the situation and to correct it only needs to point out the fact of the violation. If there is no answer or solution to the problem, you must contact other organizations and bodies.

Regional operator

According to the legislation of the Russian Federation, regional operators are responsible for waste management in a designated area. If they fail to fulfill their obligations, they are responsible and must correct the discrepancy. The operator directly carries out the removal while ensuring the required collection conditions: the number and location of containers, the possibility of access by a garbage truck.

Complaints considered by the operator are related to the following circumstances:

• mixing of waste during collection by a garbage truck, if sorting is used;
• payment discrepancy;
• lack of regular removal: daily at temperatures above 5 degrees, once every three days at temperatures below 5 degrees.

The inaction of the regional operator requires the involvement of local authorities in working to eliminate the comments.

To the administration of the locality

The municipal administration is responsible for the activities of management companies and regional operators. Possible disagreements between the management company and the operator should not affect the provision of regular garbage collection. If delays in waste removal continue or mutual accusations between the parties involved, the administration must resolve the issue.

The application is submitted in two forms: written or electronic. The second case is possible if local authorities have electronic means of receiving feedback: website, email.

To the housing and communal services department or housing inspection

In populated areas, housing and communal services departments are responsible for the cleanliness of the environment. As part of this responsibility, the body considers complaints from the population about work related to the activities of management companies and regional operators. The methods for submitting an application are similar to those used when contacting the administration. In addition, a request sent to the local municipality may be forwarded to the housing and communal services department.

Housing inspectors are directly responsible for management companies, checking the compliance of living conditions with established standards. Ensuring environmental safety, which is compromised in the absence of waste removal, is one of these areas of responsibility.

To Rospotrebnadzor

Waste removal is a service provided to the population. Rospotrebnadzor is responsible for ensuring compliance with consumer rights - throughout the country, territorial departments - locally. Ways to file a complaint:

• telephone appeal;
• through the portal https://zpp.rospotrebnadzor.ru/Forum/Appeals/AddAppeal;
• written statement.
  Submitting an application through the Rospotrebnadzor website

Anonymous messages are allowed, but because of this there is no response and reporting procedure. After each application, the authority conducts an inspection, based on the results of which an order is prepared.

To the environmental control department

Under the leadership of Rosprirodnadzor, environmental control bodies operate in municipal territories. Situations negative for the environmental situation are the reason for contacting the authority. An example of such a situation is the occurrence of accumulations of garbage, populations of rodents and birds that spread infections around a garbage dump . The complaint will be considered if the management company and the regional operator fail to fulfill their obligations to remove waste and ensure the cleanliness of the surrounding area.

To the district prosecutor's office

The inaction of the involved participants in the process and local authorities is a reason to initiate a prosecutorial investigation. The prosecutor's office can positively influence and contribute to the resolution of the current situation. For a complaint, a statement is used, responses from the parties involved, from which it is clear that actions are not being taken or do not correspond to those described. It is possible to file a claim with the local prosecutor’s office or through the online reception to the Prosecutor General’s Office, for example.

Statement of claim to court

The last step that needs to be taken if waste disposal issues are systematically ignored is filing a claim in court. In this case, a paper application is submitted with all the evidence attached:

• photos;
• responses from local authorities and companies to complaints.

Going to court is a last resort, before which it is important to check all the circumstances of contacting lawyers. Resolving the situation through the courts is the slowest way, which can drag on for months.

Where to call for non-collection of garbage

Before sending a written complaint to the administration or Rospotrebnadzor, you can contact the management company, regional operator or housing and communal services department by telephone. The call will not help solve systematic failures to comply with the prescribed standards for the collection and removal of waste, but with its help you can get detailed advice on a written appeal to higher authorities and draw the attention of regional services to the fact of violation.

Regional operator

According to the legislation of the Russian Federation, the regional operator is responsible for the collection, storage and disposal of waste in a certain territory. His responsibilities include overseeing the regular collection and removal of waste, its proper storage and sorting.

In case of inaction, you can file a complaint with Rospotrebnadzor against the regional operator regarding waste removal. Liability in case of non-compliance with the norms prescribed by law, incorrect placement and number of containers is provided for in Article 8.2 of the Code of Administrative Offenses of the Russian Federation.

To the management company

The management company provides all the necessary conditions for the proper collection, storage and removal of household waste. The responsibilities of the management company include concluding an agreement with the regional operator and complying with all prescribed waste disposal obligations.

Data for contacting the management company, including telephone numbers, email, website and address, are indicated on payment documents. If a claim is accepted by telephone, but measures to eliminate the problem are not taken for more than 3-5 days, you should immediately submit a written application to other organizations for resolving utility violations.

Representative of the HOA or residential complex

You can also contact housing and communal services and homeowners association workers by phone with a complaint. This is one of the main places to complain about non-collection of garbage. To do this, you need to call the number indicated on your utility bills. If a complaint remains unanswered for a long time, it is necessary to submit a request to the city or district administration to consider the problem.

Local representative office of Rospotrebnadzor

You can also seek help in case of untimely removal of solid waste from the local branch of Rospotrebnadzor. This organization carries out epidemiological, sanitary and medical control, including monitoring the cleanliness of residential areas. You can submit a request using the hotline number common to all regions, 8800, or call the 24-hour unified consultation center at 88005554943.

For general questions regarding collection and removal, you can contact the central office help desk free of charge at 88001000004. You can call from any region of the country on weekdays from 10:00 to 17:00 Moscow time, except for break times from 12:00 to 12:45.

Recalculation for MSW management

In case of failure to fulfill waste management obligations, regardless of fault, the management company is obliged to recalculate utility bills. Circumstances in which a downward change in payments is applicable:

• violation of the export schedule;
• There is no collection or removal.

Examples of causes of violations: site repairs, preventive maintenance, problems of the regional operator. Regardless of the reason, residents who are service users have the right to request a recalculation.

How to submit a complaint

There are several ways to send a complaint about poor performance of the wipers and the Criminal Code itself to Rospotrebnadzor, the Housing Inspectorate. You can use the most convenient option - go to the department in person, send a complaint by registered mail or through an electronic service.

This document is also drawn up either according to a sample or in a free form, but the text must be meaningful, accurate, and businesslike. The complaint must indicate the ineffectiveness of the appeal to the management of the Management Company. What should be included in this complaint?

• Information to whom the complaint is being sent. Name of the organization, details of the manager.
• The following is information about the applicant. Last name, first name, patronymic, full postal address must be indicated in full.
• You also need to provide contact information, for example, phone number, email address.
• The main part is a statement of the essence of the appeal. It is necessary to describe the problem, indicate the agreement signed with the management company and the clauses from it that were violated by the service provider. The claim must be stated clearly and accurately.
• It is also recommended in the text to mention the appeal to the management of the Management Company, that this appeal did not produce any result.
• The complaint must be signed.

If the issue raised in the complaint is not urgent, it can be considered up to 30 days, but for consideration of urgent issues, the regulations give only 1 to 5 days.
A statement to the prosecutor’s office is drawn up using the same principle. It will no longer consider the inactivity of individual janitors, but the inefficiency of work, negligence and irresponsibility of the management of the Management Company.
Therefore, information about contacting management, supported by a document, is required. As evidence, you should attach a copy of the complaint to the Criminal Code . It will be important for the prosecutor’s office that the complaint to the Criminal Code is drawn up correctly . What are the requirements for this document? It must contain information about who the document is sent to and who submits it.

The facts of violation of obligations to clean the local area must be accurately and reliably stated. To prove poor cleaning work, you will need evidence from residents, photos, and videos. Such evidence will also be needed if the case of the inaction of the Criminal Code goes to court.