311 Toronto – Customer Service Standards
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311 Toronto is the gateway to City information, programs and services for residents, business owners or visitors. Using modern approaches, dedicated and knowledgeable staff are available 24/7 to provide a quality customer experience through multiple channels of communication.
Within 48 hours
Response to an email
Within five business days
Initial response to complaints about the 311 service
Answer 80 per cent of calls in 75 seconds or less
Incoming calls to 311 Contact Centre
Within one business day
Provide a tracking number for online service requests