Significant improvements underway at 311

Lower wait times and more self-serve options to help you connect with us

person holding a cell phone calling 311
Wait times are down significantly when calling 311.

If you’ve contacted 311 lately, you may have noticed you didn’t have to wait on hold that long. In fact, calls to the service last year were answered roughly 75 percent quicker than in 2023.

You only have to look back a few years to see wait times trending in the right, and shorter, direction. Back in 2021 and 2022, you’d be waiting approximately 11 minutes before talking to someone at 311. In 2023, the wait time was cut almost in half, averaging 5:54. It dropped to just 1:43 last year.

 “We know when residents contact us, they want their concern addressed as quick as possible,” said Felicia Wiltshire, Director of Customer Service & Communications.

Thanks to recent investments and the dedication of our hard-working staff, we’re seeing significant improvements at our 311 Contact Centre.

Wiltshire cites a 2024 budget increase of $1.25 million to 311. That extra funding meant more staff were hired and more overtime offered to deal with unexpected surges in call volumes.

Our 311 Contact Centre answers calls 24/7. While call volumes may fluctuate throughout the day, you can check the current wait time online so you know what to expect.

Digital forms

Calling isn’t the only way to reach 311. Our self-service forms are a convenient option to report a problem or request a service. You can use them for everything from reporting a pothole to requesting extra garbage or a large item pickup.

These forms ensure we receive all the required details of a request so our departments can respond to an issue efficiently.

“The combination of more self-service options with shorter wait times means 311 is there to assist residents in a way that best suits them – whether it be online or over the phone,” said Wiltshire.

AI chatbot

Work is also underway to introduce a pilot AI-powered chatbot on our website. It is anticipated to be rolled out later this spring.

This will offer yet another way you can access information quickly and conveniently.

When contacting 311

Last year alone, 311 fielded nearly 675,000 calls. If you do need to contact 311, please remember to be as detailed as possible.

We just ask that you please treat our 311 staff with respect. They also care about our community and live here too.

Celebrating City employees

Homeowner, renter and business information

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