Starting February 1, 2025, residents in Kansas City, Kansas will report trash service issues directly to Waste Management (WM). They will also report recycling service issues to WM. They will no longer use the Unified Government’s 3-1-1 Call Center. The change is part of the Unified Government’s (UG) push to improve efficiency, reduce delays, and strengthen communication with residents.
According to the UG, the current 3-1-1 system has caused confusion and slowed down response times. By moving customer service back to WM, officials say issues will be handled faster and more reliably. The transition also aligns with contractual requirements between the UG and WM.
How to Contact WM Beginning February 1
Residents will be able to reach WM in three ways:
- Visit WM.com – Create an account for 24-hour access. Registration requires a Customer ID. WM will mail postcards with Customer IDs and setup instructions in January 2025.
- Download the My WM Mobile App – Available on iOS and Android. The Customer ID is also required to use the app.
- Call 1-800-796-9696 – Speak directly with WM’s customer service team.
If a Customer ID is not received by February 1, residents should call WM. They should use the same number to request one.
Why the Change Matters
Officials say the shift will provide several benefits:
- Faster processing of service requests.
- Access to WM’s self-service tools, including live chat.
- Less confusion by working directly with the company responsible for collection.
- Improved overall satisfaction and responsiveness.
The move also supports the UG Board of Commissioners’ 2024 strategic priority to “Focus on Service & Communication.”
What Happens if You Call 3-1-1 After February 1?
Calls about trash or recycling will no longer be processed through 3-1-1. Instead, callers will be transferred directly to WM.
Looking Ahead
The UG states that the change shows WM’s aim to use technology to enhance customer experiences. This enables residents to report issues “anytime, anywhere.”
For more details on the transition, visit the Trash & Recycling Customer Service Transition webpage.
