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Notices and Service Changes

Effective February 2, 2020

The hours for 311 are being reduced from 24 to 12 hours a day. The new hours are from 7am to 7pm, seven days a week (closed statutory holidays).

The changes to 311 hours are an effort by Council to deal with reduced revenues and to keep tax increases down for citizens. The compressed schedule will result in a slight increase to wait times.

Support for essential public safety and urgent bylaw calls will continue to be available after hours. Examples include; down trees, manhole cover off on arterial road, sinkholes, dog attack, parking related concerns, etc.

About the Service

Non-emergency services only

311 is Edmonton’s non-emergency phone line for City government information and services.  It provides residents, businesses and visitors with ease of access through a central point of contact for their city needs.

311 does not replace 911.  Anyone requiring fire, ambulance, police emergency assistance must call 911 for emergency assistance. 

Services available from 311

Citizens can access a range of information and services through a variety of different channels.

311 Online provides citizens with the convenience of self service options to common city services such as:

  • Transit information
  • Program Registration
  • Registering a bylaw complaint

Services not included in 311

The following are not part of the 311 service.

ATCO Electric 1-800-668-2248
ATCO Gas 780-424-5222
DATS 780-496-4567
EPCOR 780-412-4000
Service Alberta 780-310-0000

TELUS

Directory Assistance

780-310-2255

411

The Support Network 211
BusLink 780-496-1600
How Do I Obtain the Service?

311 provides citizens with the choice of accessing City of Edmonton information and services.

Non-English-speaking callers may request the assistance of an interpreter. The 311 agent will connect with an external interpretive service to assist with the call. The interpretive service offers assistance in more than 150 languages.

Online Contact 311 Form
Phone 311
780-442-5311 (Outside Edmonton)
780-944-5555 (TTY)

 

What the City Does With Your Request

311 plays a vital role in sharing information with the citizens of Edmonton. 

Most callers to 311 will find that the agent is able to assist them with their call through to completion.  In other cases the details of the request will be summarized through a service request for the appropriate department to complete. During these situations the caller will be provided with a reference number which allows them to follow on the request.

As part of our commitment to excellent service delivery all 311 calls are recorded and randomly reviewed for quality assurance purposes.

Check Your Status

You can check the status of your service request and monitor updates along the way.

This is part of the Open City initiative which guides the development of innovative solutions to connect Edmontonians to information, programs, services and engagement opportunities. Please note that protection of  privacy legislation restricts the release of some information. 

Frequently Asked Questions

Can I see 311 concerns that other people have reported?

You can view 311 Open Data that goes back to January 1, 2014.

Is there a charge for calling 311?

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

Do I have to dial 780 to call 311?

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

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.

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

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

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.

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,
2nd Floor, Edmonton Tower, 10111 104 Avenue NW

Sustainable Development,
2nd Floor, Edmonton Tower, 10111 104 Avenue NW

Citizen and New Arrival Information Centre,
Main Floor City Hall

Taxation
2nd Floor, Edmonton Tower, 10111 104 Avenue NW

311 Open Data

View 311 reports that have been generated throughout the community.

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