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311 Frequently Asked Questions

  1. Is there a charge for calling 311?
  2. Do I have to dial 780 to call 311?
  3. I tried calling 311 from my office, but it didn’t work. What should I do?
  4. I tried calling 311 from my digital phone, but it didn’t work. What should I do?
  5. Can people in other provinces call the City of Edmonton 311?
  6. What happens to my request for information through 311?
  7. What City contact numbers are being answered by 311?
  8. Why did the City create the 311 service?
  9. Do other Canadian cities use 311?
  10. Are in-person services still offered at City offices?
  11. Are some of the online services moving to 311?


 

1. Is there a charge for calling 311?

There is no charge for calling 311 (except if you call from a pay phone).

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2. Do I have to dial 780 to call 311?

780 will not need to be dialed before the 311 number.

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3. I tried calling 311 from my office, but it didn’t work. What should I do?

Many companies and businesses have privately owned and operated telephone equipment (PBX or Key systems). This equipment may need to be programmed to allow their internal phones to dial 311.

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4. I tried calling 311 from my digital phone, but it didn’t work. What should I do?

If you are using a digital phone or Voice over Internet Protocol (VoIP) phone and are unable to dial 311, please contact your service provider.

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5. Can people in other provinces call the City of Edmonton 311?

Yes. They can all 1-780-442-5311. There is no 1-800 number at this time.

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6. What happens to my request for information through 311?

The public and City staff will be able to track the progress of service requests being completed electronically.

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7. What City contact numbers are being answered by 311?

The Transit Information, Planning and Development main number, and over 90 other numbers for City services and facilities have been forwarded to 311. These numbers will remain forwarded well into 2009; after which time citizens will be required to dial 311.
The 2009 Blue Pages in the City of Edmonton Telus phone book will list 311 as the number to call for most City of Edmonton services.

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8. Why did the City create the 311 service?

Before the creation of 311, the City had a number of smaller call centres including the Citizen Action Centre phone lines, Transit Information, Planning and Development, roadway maintenance and drainage operations. Some of these call centres were already offering 24 hour service.

Creating a 311 service provided the opportunity for citizens to access all City of Edmonton information 24 hours a day, offering a more comprehensive and cost effective service to citizens.

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9. Do other Canadian cities use 311?

Calgary, Laval, Gatineau, Montreal, Toronto and several other smaller centres also offer 311 service. 

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10. Are in-person services still offered at City offices?

All other locations previously offering in-person service are still open during regular business hours including:
Edmonton Transit Customer Service,
northwest corner, City Hall,
Planning and Development,
5th Floor, HSBC Bank Place, 10250-101 Street
Citizen and New Arrival Information Centre,
Main Floor City Hall
Taxation, Main Floor City Hall

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11. Are some of the online services moving to 311?

City of Edmonton information is always available online at www.edmonton.ca
Online program registration is available at www.edmonton.ca/ereg 
The online ETS Transit Trip Planner is available at www.takeETS.com

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For more information:

Online Contact 311 Online
Telephone

In Edmonton: 311

Outside Edmonton: 780-442-5311

TTY 780-944-5555
Email 311@edmonton.ca