Not sure how to report a pothole? Need to request pick-up of an old appliance? Looking for a program at your local community centre? Simply call 311. Our customer service representatives are available to assist you 24 hours a day, seven days a week.
More than just a phone number, 311 Toronto provides access to a wide range of online services, including online service requests and tracking. Information counters are available at City Hall and most Civic Centres during regular business hours, offering in-person assistance and free telephone access to 311. You can also contact 311 by e-mail or fax.
How 311 works
Toronto's 311 system is the largest in North America to launch with end-to-end service integration. What this means is that many of the City's different work order systems will effectively work together to bring improved service delivery to the residents and businesses in Toronto. Another key component of the 311 system is the City's knowledge base. As of launch day, the knowledge base contains more than 15,000 answers to 13,800 questions.
311 vs. 911 and 211
311 is for non-emergency City services, programs and information.
Always call 911 in case of an emergency. 911 connects you to EMS, Police and/or Fire in an emergency situation and service is provided in all languages. Learn more about Toronto emergency services.
211 is for social service and counselling referrals. You can also visit www.211toronto.ca.
Status tracking
311 Toronto uses state-of-the-art technology to track requests for service. Where applicable, callers making a service request will be given a reference number that they can use to track the progress of their request through to completion. The list of track-able services will continue to grow as the 311 operation expands.
Performance reports
311 will publish regular reports that provide statistics about the number of calls answered, first-call resolution (calls that are answered by 311 customer service representatives without needing to transfer the caller to another City division) and other service measures.
The City will use the data from the 311 calls and service requests to plan, forecast and budget for improved service delivery.