FAQ

Collection of plastic and metal packaging will take place once every two weeks across city districts and the collection schedule can be found at the following link: separate collection of plastic and metal packaging. Also, collection schedules for all types of waste have already been delivered to our service users, together with their bills. Citizens have a duty to use the public service provided to them and leave the yellow bag at the site of waste collection (on or near the spot where the mixed municipal waste bin is placed) at the time of scheduled collection of bags for plastic and metal packaging, at the earliest on the day of collection. Waste collection time will be between 2 p.m. and 10 p.m., except in the city centre, where waste collection will take place at night, between 9.30 p.m. and 5.30. a.m.
If you have to dispose of additional plastic and metal packaging, use yellow bins in public areas and recycling and mobile recycling centres.

Bins for separate collection of biodegradable municipal waste must be kept at service user’s point of charge, in locked waste rooms, basements, doorways or fenced yards intended for that purpose, i.e. in areas which are adequate for preventing any third-party access. When a bin cannot be placed at the service user’s point of charge, they can be placed in public areas at the smallest possible distance from the main entrance of the property constituting a point of charge that is accessible to Čistoća’s vehicles (Article 7, paragraphs 2 and 3 of the Decision  on the Manner of Providing Public Services of Collecting Mixed and Biodegradable Municipal Waste and Services in Connection with Public Services in the City of Zagreb (Official Gazette of the City of Zagreb 2/18) ). Annex 2 of said Decision, i.e. General Terms and Conditions of the contract concluded with service users stipulate that in the event that a waste collection site is not located in a public area, the service user is obligated to enable the public service provider to access the waste collection site. This means that on the day of collection, bins must be available for unloading, or, if a bin is located in a waste room, the waste room must be unlocked in order to perform the unloading services.

On 30 January 2018, Zagreb City Assembly adopted the Decision on the Manner of Providing Public Services of Collecting Mixed and Biodegradable Municipal Waste and Services in Connection with Public Services in the City of Zagreb (Official Gazette of the City of Zagreb 2/18). Pursuant to the Decision, subsidiary Čistoća, as a public service provider, must provide for separate handover/collection of mixed municipal waste at service users’ homes, as well as separate handover/collection of biodegradable municipal waste (biowaste and waste paper) in bins at service users’ homes. Contractual penalty stipulated by said Decision in relation to the failure to use the public service and the failure to hand over municipal and biodegradable waste to the service provider amounts to HRK 800.00.

Service provider is obligated to provide service users with standardised bins for municipal waste, biowaste and waste paper. Service provider is also obligated to collect the contents of the bins within the time limits stipulated in the Decision on Public Service of Mixed Municipal Waste Collection, Biodegradable Municipal Waste Collection and Separate Collection of Waste Paper, Metal, Glass, Plastics and Textile as well as of Bulk Municipal Waste in the City of Zagreb. (Official Gazette of the City of Zagreb 2/18.). Biowaste collection service is provided without additional charges. If you make compost at home, you can use this service as required.

Under its public service, Zagreb Holding Ltd., subsidiary Čistoća provides citizens with bins for separate paper collection. Paper bins are emptied twice a month. Collection schedule can be found in the Services section, under Separate waste collection. Citizens have a duty to use the public service provided to them, to enable access to the bins at the time of scheduled collection and to safeguard the containers from damage or theft. Paper collection service is provided without additional charges. In the event of failure to use the service and failure to hand over paper and cardboard, said Decision stipulates a contractual penalty in the amount of HRK 800.00.

The collection schedule is available on the following link: Collection Schedule.

You may request to have the bill payer’s name changed, enclosing proof of ownership or rental (title deed, certificate of succession, sale and purchase agreement, lease agreement, etc). You are also required to submit the Name Change Form (Form). The required documentation can be submitted:

• In person at our desk: Zagreb City Holding Ltd Customer Centre, Ulica grada Vukovara 41, or Zagreb or City Housing and Municipal Services Company Info Centre, Savska cesta 1, Zagreb;
• By mail: City Housing and Municipal Services Company Ltd., Savska cesta 1, Zagreb.

Customers are under obligation to notify Zagreb City Holding Ltd, Subsidiary Čistoća of any customer or property status changes affecting mutual relations in the delivery and use of our services (changes in lease, ownership, or use of a property, demolition etc) within 15 days of the change occurring (field survey report or written form, appropriate documentation enclosed). Failure to do so will result in the customer’s obligation to settle all charges incurred before the changes in question were registered. You are also required to submit the Name Change Form (Form).

Customers who will not use their property for more than three continual months can temporarily suspend billing by filling in the Temporary Billing Suspension Form for the Public Service of Mixed Municipal Waste Collection for Customers Temporarily Not Using Their Properties, and submitting the required documentation (Form).

The required documentation can be submitted:

• By mail: Zagreb City Holding Ltd, Subsidiary Čistoća, Radnička cesta 82, Zagreb;
• In person at our desk: Zagreb City Holding Ltd Customer Centre, Ulica grada Vukovara 41, or Zagreb or City Housing and Municipal Services Company Info Centre, Savska cesta 1, Zagreb.

You may apply to have your trash can replaced with a different volume can free of charge once in a calendar year. You are under obligation to settle the delivery costs for each subsequent replacement of your trash can with a different volume can during the same calendar year.

The safekeeping and maintenance of your standard trash can is your responsibility. You are entitled to a replacement can of the same volume in the event of mechanical damage. Please calls us at 6187 043 or email us at cistoca@zgh.hr.

On the basis of Article 14 of the Declaration on the establishment of the trading company Zagrebački holding d.o.o. (full text from September 30, 2021) and the Decision on the method of providing public municipal waste collection services in the area of ​​the City of Zagreb (Official Gazette of the City of Zagreb 7/22, 19/22, 33/22), the Company's Management Board dated December 27, 2022. brought Price list for providing the public service of collecting mixed municipal waste in the area of ​​the City of Zagreb -

download.pdf


Price list of market services of the Čistoća branch On the basis of Article 14 of the license on the establishment of the trading company Zagrebački holding d.o.o. (full text from 30.09.2021) The Management Board of the Company at the 735th session held on 03.10.2023. year she brought Price list of market services of the Čistoća branch.

download .pdf

Our customers can get a digital copy of the One Utility Bill and all information required to make payment through the e-Citizens system. To access the e-Citizens system, you must register with the Financial Agency (FINA) and obtain the credentials required to access the system. More detailed information about the registration process is available on the website of the e-Citizens system: https://epass.gov.hr/Login.aspx. The new e-service “Municipal Services and Fees” is available in the Housing and Environment section of the e-Citizens system as of 10 January 2016. When you sign up for this service, you decide how you wish to receive the One Utility Bill in the future. If you wish to receive it in digital form only, select the object in question and click the appropriate field.  The One Utility Bill will no longer be printed and mailed to you for the selected objects in the next billing period. It will be delivered to your Personal User Mailbox in PDF form and you can use it to pay your bill.

Disposal of bulky waste in public areas is prohibited under the Croatian Sustainable Waste Management Act. Customers may dispose of this type of waste at recycling centres or order bulky waste collection free of charge twice a year using the Bulky Waste Collection Application, which we mail to our customers. We respond to all Bulky Waste Collection Applications with a collection date within no longer than 20 days. We arrive to the given address as arranged and collect bulky waste on demand.

If you have not been a municipal waste collection customer until now, you can apply for the service by submitting proof of ownership or rental (title deed, certificate of succession, sale and purchase agreement, lease agreement, etc). The required documentation can be submitted:

• In person at our desk: Zagreb City Holding Ltd Customer Centre, Ulica grada Vukovara 41, or Zagreb or City Housing and Municipal Services Company Info Centre, Savska cesta 1, Zagreb;
• By mail: City Housing and Municipal Services Company Ltd., Savska cesta 1, Zagreb.

Services provided by Zagreb City Holding Ltd, Subsidiary Čistoća are based on the Sustainable Waste Management Act and the Regulation on the Municipal Waste Management (Official Gazette 50/17).

If you believe that you have been wrongly billed, you are welcome to submit your complaint at the office building of Zagreb City Holding Ulica grada Vukovara 41, Zagreb.

Call us on 6146 400 or 072 500 400 (every day 6:00 - 22:00 h), mail us at Radnička cesta 82, 10000, Zagreb or email us at cistoca@zgh.hr.

Waste paper is deposited in blue containers set up in public traffic areas or at recycling centres. Deposit the following types of waste in the blue recycling bins:

• Newspapers, magazines, leaflets, catalogues,
• Notebooks, books, phone books, picture books, 
• Writing and computer paper, letters, office memos, paper bags,
• Maps, cardboard folders, corrugated cardboard, cardboard boxes (no adhesive tape, plastic, Styrofoam etc)

Do not deposit the following types of waste in blue recycling bins:

• Indigo paper, carbon paper, photographs and photo paper,
• Paper contaminated by oil or dirt, rubberised labels, diapers etc. 

Deposit glass packaging only in green recycling bins (bottles, jars etc).

Do not deposit the following types of waste in green recycling bins:

• Window glass, automobile glass, crystal and optical glass, reinforced glass, laboratory glass, glass wool,
• Light bulbs and fluorescent lamps, 
• Porcelain and ceramic objects.

Straight window glass can only be deposited at the recycling centres.

 
Deposit the following types of waste in the yellow recycling bins:

• Polyethylene bags, foils, films, or bubble wrap with one of the following labels: PE-HD, PE-LD, PP etc;
• Empty edible oil, distilled water, cleaning product, cosmetics, medicines (excluding cytostatics), food etc bottles – with one of the following labels: PE-HD, PE-LD, PP etc;
• Yoghurt, cheese etc cups and containers – with one of the following labels: PS, PP;
• Foam food packaging trays, Styrofoam protective wrapping for various food products, with labels EPS etc;
• Other plastic products: refreshing beverage bottles, caps, plastic plates, utensils, TetraPack packaging, etc. – with one of the following labels:  PE-HD, PP, PVC, PS, PET etc.

Also deposit metal packaging in yellow recycling bins.


Deposit the following types of waste in textile recycling bins:

• Clothing, towels, bed linens, curtains
• Hats and caps
• Bags and stuffed toys
• Other waste textile products.

Do not deposit the following types of waste in textile recycling bins:

• Footwear, leather bags
• Feather pillows and comforters.

The streets are cleaned regularly according to the City of Zagreb Street Sweeping and Washing Programme. The streets that are not included in the regular programme are cleaned as per written orders issued by the City Office of Local Self-Government.

If the technical conditions on certain streets do not allow the passage of our vehicles, under General Terms and Conditions for Customer Services (Official Journal of the City of Zagreb 4/15, 25/15), it is your obligation to deposit your mixed municipal waste in our set location. The containers are usually located at the entrance to the street. Customers who have not yet received their mixed municipal waste trash cans will receive them as soon as possible.