Dashboard Summary

Use this glossary and notes to better understand how to read and interpret the 311 Service Standard Dashboard.

Glossary

  • Service Request – 311 accepts service requests on behalf of City divisions and service areas, supporting a broad range of issues across Solid Waste Management Services, Transportation Services, Toronto Water, Environment, Climate & Forestry, Municipal Licensing & Standards (including Animal Services), and Parks & Recreation. Requests may involve repairs and maintenance, inspections, bylaw enforcement, or the delivery of city services.
  • Service Request Type – The service request type recorded at the time of creation reflects how the customer’s issue was described to the Customer Service Representative. During the fulfillment process, the city division may update the service request type based on their assessment. The dashboard displays this updated service request type.
  • Service Request Category – To support analysis and visualization, service request types are grouped into broader thematic categories. Each category consolidates related service requests under a common topic. For example, the Snow and Ice category includes all service requests associated with snow and icy conditions. Some service request types are included in more than one category.
  • Number of Service Requests Created – Total of service requests that were created through the different 311 channels and assigned to the responsible City divisions during a specific timeframe.
  • Number of Requests Addressed/Actioned – Total number of service requests that were addressed or actioned in accordance with the applicable service standard within a specified timeframe. Service requests that were cancelled due to being invalid or that do not have an associated service standard are excluded.
  • Service Standard – A service standard defines the expected timeframe within which a service request is to be addressed or actioned by the responsible City division. Service standards are established based on available budgets and divisional capacity to respond to requests. In some cases, a service standard may be met through an initial investigation rather than full resolution of the issue. Other service requests may not have an associated service standard due to the nature of the request. The service standard description displayed on this dashboard reflects the most current version, as service standards may have been updated over time.
  • Service Level – Percentage of requests that were addressed or actioned by the responsible city divisions within the service standard.
  • City Division – The City division responsible for fulfilling service requests assigned by 311.
  • City Ward – Represents the readable description of the electoral ward name and number recorded for the service request.
  • Total Calls Answered – Number of calls handled by 311 customer service representatives. Calls where callers hung up before reaching a 311 representative does not count toward this total.
  • Average Wait Time – Average time a caller waits to speak with a 311 Customer Service Representative, measured against the target service level of 120 seconds (2 minutes).
  • Calls Answered within 75 seconds – Percentage of calls answered within the 75 seconds service standard in comparison to the target of 80% of calls answered within 75 seconds or less.
  • Average Call Time – Average of 311 call lengths in seconds from when a customer reaches a 311 customer service representative to when a call ends.

Important Notes

  • This dashboard includes data for only selected City services. Many City services are not represented here and are managed separately.
  • About 35% of all 311 contacts are service requests. This dashboard displays only a subset of those, excluding general questions, status updates, duplicates, and invalid requests. As a result, the figures presented do not reflect the total volume of 311 interactions or all submitted requests.
  • The data includes customer‑initiated service requests submitted through 311 Toronto via phone, web, mobile, and email channels.
  • The 6 Divisions that 311 Toronto initiates service requests for are:
    • Municipal Licensing & Standards
    • Solid Waste Management Services
    • Toronto Water
    • Transportation Services
    • Environment, Climate & Forestry
    • Parks & Recreation
  • The number and location of requests on this dashboard do not represent all City activity. Only requests processed through 311 and meeting inclusion criteria are shown; requests handled directly by divisions or excluded by data filters are not included, which limits full representation of City work.
  • Requests without a confirmed, valid location within Toronto are excluded from this dataset. This means that some legitimate requests might not be represented if location information is unclear or inaccurate.
  • Older infrastructure in some areas may lead to more requests (for example, water main breaks).
  • Requests are based on what residents report when they contact 311 and do not always result in service delivery. Once a City division reviews a request, it may be closed, rejected, or recategorized. For example, a garbage pickup request may be closed if the bin was not set out correctly, or a tree request may be declined if the tree is on private property. Some request types, like Moving Motor Vehicle Noise or Permitted/Exempted Noise, are recorded for tracking purposes only and are used to shape policy, not to trigger individual investigations.
  • This dashboard includes only requests sent successfully to the relevant City division, with duplicates and requests lost due to system errors excluded. When several people report the same issue, only the first report is counted here. As a result, dashboard numbers may differ from those in other reports, such as the 311 Annual Report, due to differences in how duplicates and technical exclusions are counted. Data is therefore limited to unique, transferred, and system-confirmed requests.
  • The City division handling a request may update its categorization after reviewing it.
  • This dashboard is updated once a month, about one week after the end of the previous month.
  • Calls related to Tax & Utility services and the Vacant Home Tax (VHT) are not included, as they are tracked separately.

Integrated Division Notes

Transportation Services

When the City declares a Major Snowstorm, normal winter service targets are paused, following provincial guidelines. Requests made during these periods are usually not counted in service level results. However, for this version of the dashboard, those requests could not be removed from the data. This means winter service results may look lower than expected. We are working to fix this in future updates.
In 2026, two Major Snowstorm Declarations were in effect:
  • January 15 at 5:00 p.m. to January 19 at 5:00 p.m.
  • January 25 at 4:00 p.m. to February 10 at 5:00 p.m.

Municipal Licensing & Standard (ML&S)

The service level shows the percentage of requests where ML&S reached out to the resident within the target timeframe.
ML&S responds to requests based on urgency. The target timeframes for first contact are:
  • Priority 1: Initial contact within 3 days of reported issue.
  • Priority 2: Initial contact within 5 days of reported issue.
  • Priority 3: Initial contact within 10 days of reported issue.
  • Additional details can be found here: MLS Customer Service Standards.

The noise service level is currently under review by CXD and Municipal Licensing & Standards (MLS). A small discrepancy has been identified and will be addressed in a future update of the 311 dashboard.