City of Toronto Customer Experience Division (311 Toronto) collects personal information on this platform under the legal authority of Toronto City Council Item 2026.GG31.41, as confirmed by the City of Toronto By-law 1231-2026. The information is used by 311 Toronto to manage all service requests and communication related to any service inquiries and will be shared with divisional partners to fulfill 311 service requests. Questions about this collection can be directed to the Executive Director, Customer Experience, 311 Contact Centre, Metro Hall, 3rd Floor, 55 John Street, Toronto, ON M5V 3C6 or by telephone at 311 (from within Toronto) or 416-392-2489 (outside Toronto).
By using this website for the City of Toronto’s online 311 service (the “Site”) you agree to the current version of these Terms of Use (the “Site Terms”). The City of Toronto (the “City”) may change the Site Terms at any time without notice. The changed Terms will be posted on the Site, and you should read them before using the Site. You may be asked to agree to separate terms of use for other specific applications elsewhere on the City of Toronto’s website.
The City operates the Site as a service to anyone wishing to use the online 311 services. The City makes every effort to ensure the accuracy and completeness of the information on the Site; but does not guarantee the accuracy and completeness. You agree to accept the information found on the Site “as is”.
The Site may have links to external sites and the City is not responsible for the information found there. External sites may have their own terms of use that you must follow. The City’s privacy statement does not apply to external sites. If you gain access to external sites through links on the Site, you may do so at your own risk. The City does not endorse sites found through links on the Site, and is not necessarily associated with those sites.
The text, images and data (the “Content”) on the Site are protected by the Canadian Copyright Act. The City grants you a personal non-exclusive license to read, download and print copies of the Content. You may reproduce the Content of the Site for non-commercial purposes, if you cite the City as the source. This citation must refer to the City’s copyright and include the web address where the Content was located.
If Content on the Site refers to another person’s or organization’s copyright, you must obtain written permission from the owner of that copyright before making use of that Content. You do not gain any ownership rights to any of the Content you gain access to through the Site.
The Municipal Freedom of Information and Protection of Privacy Act (“MFIPPA”) applies to the majority of information collected by the City. The information through participation on the Site will only be collected, used and disclosed in accordance with the applicable provisions of MFIPPA. Please refer to the City’s Privacy Statement for more information.
To use the Site, you also agree to the following terms:
The following Terms of Use shall be read and enforced along with the Website Terms of Use mentioned hereinabove (collectively the “Terms”) are intended to inform the users of the limitations and usage guidelines of the artificial intelligence assistant (the “AI Assistant”) provided by the City of Toronto (the “City”) within its website.
The user is or you are defined as the person using the AI Assistant.
Automated AI Interaction and Transparency Notice: In compliance with the Enhancing Digital Security and Trust Act (“EDSTA”) and the City’s commitment to responsible AI governance, users are hereby notified that this website utilizes an automated AI Assistant to assist with public information requests. When you interact with the AI Assistant, you are communicating with a machine-learning algorithm, not a human City representative.
These Terms govern your access to the AI Assistant made available on the City website. By accessing or using the AI Assistant, you acknowledge that you have read, understood, and agree to be bound by these Terms and by all applicable laws and regulations. If you do not agree to these Terms, do not use the AI Assistant.
The following Terms supplement, and do not replace, the City’s Privacy Policy and Privacy Statement, which continue to apply. In the event of a conflict between these Terms and the Privacy Policy and Privacy Statement with respect to the AI Assistant, these Terms shall supersede and prevail. The City’s Digital Accessibility Standard shall also apply to these Terms.
The AI Assistant is an automated, informational tool designed to assist users in locating information and resources that are currently publicly available on the City website. It is designed to answer to questions of the uses related to the information displayed on City’s website and to provide information and assistance.
Automatic Privacy Safeguards: The AI Assistant includes automated controls intended to identify personal information submitted by users in contravention of these Terms and to redact this information from records utilized in the operation of the AI Assistant. The AI Assistant includes automated controls intended to identify other prohibited information submitted by users in contravention of these Terms and to redact this information from records utilized in the operation of the AI Assistant, as well as identifying and redacting other sensitive information which may be submitted by users. These controls are intended to reduce the potential use of personal information, and other prohibited content submitted contrary to these Terms, as well as other sensitive information submitted not in contravention of the Terms, where technically feasible. Users should not rely on these controls and remain responsible for ensuring that personal information, or other prohibited content, is not submitted to the AI Assistant.
The AI Assistant is developed, hosted, and operated by a third-party service provider (the “Provider”). You acknowledge and agree that your interactions with the AI Assistant may be transmitted to, processed by, and stored on systems operated by the Provider. The City does not control, and is not responsible for, the technical operation, availability, or performance of the Provider’s systems, and the Provider’s own terms and policies may apply to the underlying technology. You agree that you may be required by the Provider to accept its terms and conditions and you agree to be bound by those terms.
The AI Assistant is not designed or intended to collect, request, or process personal information.
As indicated in these Terms, users must not enter information that would meet the definition of personal information under MFIPPA into the AI Assistant, including, but not limited to, home addresses, telephone numbers, email addresses, dates of birth, government identification numbers, financial or payment information, health information, or any information about another identifiable individual.
If personal information is submitted contrary to these Terms, such unsolicited information may be incidentally received and processed by safeguards designed to identify, redact, minimize retention of, or otherwise protect personal information. Any such processing is undertaken for privacy protection, system security, service improvement, legal compliance, or related operational purposes and does not alter the intended purpose of the AI Assistant as an informational service.
If you enter personal information into the AI Assistant contrary to these Terms, it is a breach of these Terms.
The AI Assistant shall not be used to report emergencies or urgent public-safety matters. If you are experiencing an emergency, call 9-1-1. For urgent municipal matters, you may contact a live agent by dialing 3-1-1. The City shall not be liable for any consequence of attempting to report an emergency or urgent matter through the AI Assistant.
The AI Assistant processes data and generates outputs, including recommendations, instructions and text summaries, based on structured City documentation available on its websites. In accordance with EDSTA risk management frameworks:
No Official Counsel: The AI Assistant is provided for general informational and navigational convenience only and uses artificial intelligence technology that generates responses automatically. AI Assistant responses are provided for convenience and general information purposes only. They do not constitute official or legally binding declarations from the City.
User Verification Requirement: AI systems can produce responses that are incomplete, outdated, out of context, or incorrect. In the event of any inconsistency between the AI Assistant output and the City’s official records including but not limited to: published by-laws, policies, fee schedules, forms, notices, or statements from authorized City staff, the official records prevail. You are responsible for verifying any information provided by the AI Assistant against the official source before relying or acting on it. The AI Assistant responses do not create, modify, or waive any right, obligation, entitlement, approval, permit, exemption, deadline extension, or contractual or other commitment binding on the City. Only authorized municipal officials, acting through official channels, may bind the City.
Human Oversight: For complex requests, service applications, or disputes, users retain the right to bypass the AI Assistant and request direct human oversight or intervention from a City representative.
You may use the AI Assistant for lawful, informational purposes only. You agree that you will not:
The City may suspend, restrict, or terminate access to the AI Assistant for any user who violates these Terms, without notice.
The AI Assistant is provided as a convenience and is not a guaranteed municipal service. The City and its Provider may modify, suspend, limit, or discontinue the AI Assistant, in whole or in part, at any time, without notice and without liability. Availability may be affected by maintenance, technical failures, third-party outages, or other circumstances beyond the City’s control. The AI Assistant is not a substitute for, and does not replace, the City’s official communication and service channels.
Pursuant to EDSTA regulations governing digital technologies affecting the children and youth, this AI Assistant has been engineered with strict digital safety guardrails:
You acknowledge that AI-generated output is inherently probabilistic and may be inaccurate, and you accept full responsibility and assume all risk arising from your use of the AI Assistant and any reliance on its output. Your sole and exclusive remedy for dissatisfaction with the AI Assistant is to stop using it and to obtain information through other City channels.
In no event will the City, its Council, members of Council, officers, employees, agents, contractors, service providers, or representatives (together, the “Municipal Parties”), be liable to you or any other person for any direct, indirect, incidental, special, consequential, exemplary, or punitive damages, including without limitation any loss of use, loss of data, loss of opportunity, loss of profits, business interruption, personal injury or death, property damage or pecuniary loss or other loss or harm of any kind, arising out of or in any way connected to:
whether based in contract, tort (including negligence), strict liability, breach of statutory duty, or any other theory of liability. Without limiting the foregoing, the City assumes no responsibility and shall not be liable for any damages to, or viruses that may infect, your computer equipment or other property on account of your access to, use of, or browsing in the website or AI Assistant, or your downloading of any website content from the website or AI Assistant.
Without limiting the foregoing, if any Municipal Party is nevertheless found liable notwithstanding the exclusions above, the aggregate liability of all Municipal Parties for all claims arising out of or relating to the AI Assistant shall not exceed $100.00. You acknowledge that the AI Assistant is provided free of charge as a convenience, and that the disclaimers, exclusions, and limitations in these Terms form an essential basis of the City’s willingness to make the AI Assistant available.
You agree to defend, indemnify, and hold harmless the Municipal Parties from and against any and all claims, demands, actions, proceedings, losses, damages, liabilities, judgments, fines, penalties, costs, and expenses (including reasonable legal fees and disbursements on a full-indemnity basis) arising out of or relating to:
The City reserves the right, at your expense, to assume the exclusive defence and control of any matter for which you are required to indemnify the Municipal Parties, and you agree to cooperate with that defence. This indemnity survives your cessation of use of the AI Assistant and any termination of these Terms.
AI Assistant interactions may be logged, monitored, and reviewed for purposes of quality assurance, security, service improvement, and compliance with these Terms and applicable law. AI Assistant logs may constitute records of the City and may be subject to applicable legislation. The MFIPPA applies to the majority of information collected through the Site. For more information, please refer to the City’s Privacy Policy and Privacy Statement.
The City may revise these Terms at any time by posting an updated version on its website. Your continued use of the AI Assistant after any revision constitutes your acceptance of the revised Terms. It is your responsibility to review these Terms periodically.
These Terms are governed by and construed in accordance with the laws of Ontario and the federal laws of Canada applicable therein, without regard to conflict-of-laws principles. You irrevocably submit to the exclusive jurisdiction of the courts located in Ontario for any dispute arising out of or relating to these Terms or the AI Assistant. Nothing in these Terms waives, limits, or affects any statutory immunity, defence, limitation period, notice requirement, or other protection available to the City under applicable law, all of which are expressly reserved.
Questions about these Terms or the AI Assistant may be directed to: Executive Director, Customer Experience, Metro Hall, 2nd Floor, 55 John Street, Toronto, ON M5V 3C6 or by telephone at 311 (from within Toronto) or 416-392-2489 (outside Toronto).