711 Relay Service

City of Toronto’s customer service line (311) is discontinuing the use of its TTY machine and will now use 711 relay services. This service is available 24/7, confidential and is generally already well-known in the deaf and hard-of-hearing community.

What is 711 Telecommunications Relay Service (TRS)

711 telecommunications relay services support people who are deaf, deafened, hard of hearing, or those with speech disabilities to place telephone calls by facilitating telephone calls through professionally trained operators. These operators act as intermediaries, converting text into spoken language and vice versa. There is no charge for local calls placed through 711.

How to Contact City of Toronto Customer Service (311) Using TRS (711)

  1. Dial 711 using your TTY device.
  2. The relay operator will answer saying “relay service”, followed by “GA” (for go ahead).
  3. Type in 311 (or 416-338-0889 if you are outside Toronto) and then type “GA”.
  4. The relay operator will dial the number. After a brief pause, the relay operator will let you know as soon as someone answers the call, e.g. “John from 311 is on the line, GA”.

Note that you can also initiate a text chat by going to 311 and clicking the blue “Chat with an Expert” box in the bottom right of your screen.

    Tips for Answering a Call Placed via 711

    • Don’t hang up! Some people hang up on TRS calls because they think the caller is a telemarketer. If you hear, “Hello, this is a relay service…” when you pick up the phone, you are about to talk through a relay operator, to a person who is deaf, hard-of-hearing, or has a speech disability.
    • Speak directly to the relay service user, not to the relay operator.
    • Talk a bit more slowly than usual as the relay operator is typing in word for word what you are saying.
    • Spell out names or specific information if required.
    • Always say “go ahead” when you are finished and wait for the relay operator to say “go ahead” before speaking.

    Reaching Other Important Numbers

    • Emergencies: Dial 9-1-1. Press the space bar intermittently until you get a response.
    • Non-emergency police matters: Contact 416-808-2222 or file an online report.
    • Community and social services: Text 211 directly from your cell phone or start a chat.