Handy Hints – Raise a Request

Handy Hints – Raise a Request

Online Services Registration Tips

Registering to use our online portal will give you many benefits, including a digital record of all your requests in one easy to access location and being able to book a bulky waste collection booking at your own leisure.

 Step 1: Go to my.penrith.city and select ‘Register’.

Arrow pointing to register

Step 2: Enter your best email address (this will automatically become your username).

Passwords must be a minimum of 8 characters and contain at least three of the following: uppercase, lowercase, digit, or non-alphanumeric (e.g. !?).

displaying example email, user name and password

Step 3: Fill in your given names and last name. Select ‘Update’.

Please note: You must leave ‘Communication Preference’ checked for email during the registration process. This can be updated once you are able to raise requests. This email address will only be used when it relates to a request you have made.

Example of your information


Step 4: Select 'Confirm email'. 

Example of how to confirm you email


Step 5: When this screen appears, sign out by selecting your name at the top right-hand side. 

Arrow pointing to sign out on top right-hand side

Step 6: Log in to the email account you nominated above. You will see an email from Penrith City Council with confirmation instructions. If you do not see this email, please check your junk and spam folders. 

Example of how to complete your registration

Step 6: Once your email has been confirmed, sign back in to https://my.penrith.city/

Please note: The top menu will not show options until email confirmation has occurred. This may take a brief time to appear after email confirmation. Please wait 5 minutes and continue to refresh your browser until the menu options become visible. 

Arrow pointing to Click raise a request

Online Services - Sign in Tips

Signing in allows you to prefill your personal details, saving you time. It also allows you to view your current requests and any of your previous ones too. You can also interact with staff for further assistance using a feature called ‘Portal Comments’ if you are signed in. 

Step 1:Go to https://my.penrith.city/

Select ‘Sign In’ - in one of two spots

Arrow pointing to two sign in spots

Step 2: Enter sign in details and select ‘Sign In’.

Please note: Your username is the email address you nominated when registering your account.

Enter email and password into relevant fields and select sign in

Step 3: Now you are ready to raise a request. Click on ‘Raise a Request’ on the top menu bar. 

Arrow pointing to Click raise a request

The Waste Spot - Bulky Waste Collection Tips

A request for a bulky waste collection can only be raised on the portal by ‘registered’ users. If you are not signed in, a message box will appear prompting you to do so. If a mandatory field marked with an * is not filled out, an error will occur.  

Step 1: When booking a bulky waste collection, you must be signed into your account.  

Please see ‘Sign In’ tips if you already have an account, or ‘Registration’ tips to create one. 

image highlighting sign in areas

Step 2: Sign in at my.penrith.city 

Select ‘Raise a Request’  

Select ‘The Waste Spot’.

Arrow pointing to raise a request and the waste spot

Step 3: Start from the top and fill in the form with your details.  

Select the small, downwards pointing arrow to select your ‘Request Type’ from the drop-down menu prior to completing other fields. 

Once ‘Request Type’ has been selected, ‘Service Type’ will automatically be selected (you do not need to do this yourself). 

Arrow pointing to Bulky waste collection and circle to show confirmation on second line

Step 4: Enter your property address in the ‘Property Address’ field. Press the looking glass icon to search.  

Please note: Abbreviations such as st, rd, cct etc. may not provide accurate search results. Please type out the full word e.g. Cottage Street. 

Arrow pointing to property address field


Step 5: A search box containing the relevant property addresses will appear. Please select your property. 

Please note: Council may have your address saved in a different format to how you know it. This is common for units, e.g. 1/2 Cottage Street. Try using an asterisk * instead of spaces ‘1/2*Cottage Street’ when searching for your address. 

handy hints tws bwc tip 5

Step 6: Once your address has been successfully selected, a pop-up box will appear, notifying you of your remaining number of bulky waste collections for this year.

screen shot showing examples of pick up remaining

Step 7: Please read all fields carefully and select those that are relevant to your collection.
If you have a mattress, you will need to advise how many, noting that you cannot have more than four per booking.

Select your collection size from the drop-down menu.
If you have not completed everything here, you will not be able to progress further. 

additional information

Step 8: When you click into the month field, this screen will pop up.  

By selecting ‘OK,’ you are locking in a bulky waste collection for the items you checked ‘yes’ to and the date you are about to select. 

confirmation window



Step 9: Click in the month field again and selected the preferred month. 

Select an available date for your collection (select your preferred month first). 

Enter any additional notes you would like to pass on the collection truck driver. 


Step 10: The system will now show all available dates for your property for that month.   

Please select the date most suitable for your household from this list. 

select date options

Step 11: You can now see the date the collection will occur. Please place your items on the kerbside correctly the night before (please visit penrith.city/bulkywaste for more information on correct and accepted presentation).  

Enter any additional notes that may assist the collection trucks on the day. 

request date comments section


Step 12: ‘Requestor Details’ will auto-populate. ‘Requestor Details’ will auto-populate.
Please ensure you tick the boxes acknowledging the T&Cs and collection of information in accordance with our privacy policy.
Select ‘Submit’.

Arrow pointing to submit


Step 13: A confirmation email containing the booking reference number and booking details will be sent to your nominated email address.

Example email confirmation of the booking


The Waste Spot - Address Search Tips

Council may have your address saved in a different format to how you refer to it which will impact your search results when using The Waste Spot. We have compiled a list of tips to assist you in finding your address so you can complete your request. The tips will assist with searching for units, townhouses or properties that are 22a and 22b. Some granny flats are known only by the address of the main house. For example, ‘1/2 Cottage Street’ may require an asterisk * instead of spaces to search, so it will become ‘22/1*Cottage Street’ or 22*Cottage Street’ when searching for your address.  

Please note: Addresses used in this example were picked at random from corner blocks or units to provide the best example of how to find your street address. 

Step 1: All requests in The Waste Spot require an address that has a valid bin service.   
Each valid bin service is linked to a specific address that may be in a format different to those our customers use.  
Below are some examples and search options that will assist you when making a request online.  

Three bins with The Waste Spot logo


Step 2: Start your search in the ‘Property Address’ field by selecting the looking glass. 

Three bins with arrow pointing to property address field


Step 3: Type your address as you refer to it and select the looking glass icon on the right-hand side of the text box. 

Property address field example


Step 4: As seen in the example, Council recognises ‘12a Cascade’ as ‘1/12a Cascade Road’.   

Look up records address example


Step 5: Type your address as you refer to it and select the looking glass. 

Address search result


Step 6: As seen in the example, Council does not recognise ‘1/13 Gallipoli Street’. 

Example of no address found


Step 7: Search again by placing an asterisk in the search field after the number. Select the looking glass icon. 

Address field example


Step 8: Council recognises ‘1/13 Gallipoli Street’ as ‘1/13-15 Gallipoli Street’.  This is the address you need to select to complete your waste request.   

council finds address example


Step 9: Type your address as you refer to it and select the looking glass icon. 

Property address field example

Step 10: As seen in the example, Council does not recognise this format.  

1/1 may be known as 1a 
2/1 may be known as 1b  

1/79 may be known as 79a 
2/79 may be known as 79b  

3/10 maybe known as 10c 
4/10 maybe known as 10d