Heart Lake Community Recycling Centre - Brampton, Ontario

Tariq Q.

I am writing to formally raise a complaint regarding my recent visit to HeartLake Community recycling station, which was both confusing and frustrating due to miscommunication, inconsistent policies, and unprofessional behavior from staff.

Upon arrival, I informed the staff at the entrance scale that I had both recycling materials and garbage, and that I would first unload the recycling and return to weigh in the garbage. I followed this plan and dropped off only the recycling items and a mattress box—as instructed by the staff member on site, even though he saw the garbage bags in my vehicle. At no point was I informed that the mattress box or garbage bags needed to be treated differently or that the black garbage bags were considered “oversized.”

When I went to exit, I was told by the staff member there that I had dumped garbage, which was untrue. I explained the situation and was met with a defensive and dismissive response. I attempted to clarify and even proposed to reload the mattress box and have it weighed properly with the garbage during my next pass. However, the supervisor on duty refused this request in an aggressive and disrespectful manner. When I stated that I would be filing a complaint and began recording the interaction, the tone suddenly changed, and the front desk staff agreed to return the box to my vehicle—exactly as I had originally suggested.

The situation worsened when I tried to re-enter the station to dispose of the garbage. I was told I would need to pay a deposit. I asked where this rule was stated, and no clear answer was provided. Another supervisor, Joanne, intervened and confirmed that requesting a deposit was against policy. I then asked why the receptionist was enforcing an invalid policy. Eventually, they agreed to hold my ID instead, which I found highly unprofessional and concerning.

Overall, I found the handling of this visit unacceptable. The lack of clarity, training, and consistent rules caused unnecessary stress and wasted time. The aggressive and defensive behavior from staff, including a refusal to give names or properly communicate procedures, further reflects poorly on the management of this facility.

I strongly urge you to investigate this incident and implement proper training and clear communication protocols for your team. Clear signage, consistent enforcement of policies, and respectful customer service should be the standard, not the exception.
I have the full records if needed.

Bhanu P.

Mean staff. It looks like some of them think they got this job because they are too special not because they should be helping the community. Don't understand why my tax dollars are used to babysit these jokers,

even when I have to pay 12 cents per kg of waste Part of which gets sold to recycling companies.
Facility is organized but some of the staff in office are mean and like to give hard time to residents. Wish I could do something about it.

Amandeep K. B.

I visited recycling center for the first time and I was amazed by its organisational abilities. The process was soo seamless and we completed it no time.
The staff was very courteous and friendly , everything was very organised.
We just had to show our ID’s at the entrance and withing minutes we could dump the waste .

Mitali A.

Extremely organised. I used their free shredding service on their designated day. I was skeptical at first when I saw the lineup at the opening hours. To my surprise, there was crew leading you to the spot where there were 10 other crew members, very polite and helpful. There were at least 2 shredding trucks and the crew would help you with your papers into their bins which get immediately shredded. I also brought canned food for donation which was also accepted right there. Will go again.

Faran S.

Excellent facility. Staff is courteous and kind. Take an ID or proof of residence with you

Jurgen A.

This is a great recycling centre. It's very accessible, wide open and easy to navigate. The staff are excellent and very helpful. I very much enjoy visiting the centre as it is a neat operation. It's very easy to dispose of items no matter the type. I highly recommend Peel residents to use this facility for all their recycling needs.

GILL P.

Friendly staff
Easy in & out
Need peel region ID 🪪

Ibraiz K.

They are well organized and easy to use.