Beginning December 1, Durham residents can call 311 for answers to questions about Durham Region services like roads and traffic, transit, waste and recycling, water and sewer, and more.
311 is available within the geographical borders of Durham Region. People outside those borders can still connect with the region by calling one local number, 905-668-7711, or toll-free at 1-800-372-1102.
Anyone connecting with the region doesn’t need to search for a phone number or remember multiple numbers. By dialing 311, community members can speak with a customer service representative who can either answer their question right away or connect them to the right person who can. The region’s existing phone numbers (905-668-7711 and 1-800-372-1102) and call centre phone numbers are not being switched off at this time. 311 is an easier way to reach us in addition to existing phone numbers, said a statement.
Customer Service Representatives will answer live calls Monday to Friday, from 8 am to 5 pm. At all other times, the 311 auto attendant is available to direct calls. Operational hours will be expanded based on call volumes, as the program expands.
“This is a soft launch so that they can identify and address any challenges connecting to 311. We encourage customers to complete the online form should they experience any difficulties. Each submission will be fully investigated, and service enhancements will be made accordingly,” said the region.
This new service is part of the larger myDurham 311 initiative. It’s a project aimed at improving Durham’s customer service no matter how someone wants to contact the region. Phase 2 will see the introduction of self-service options and consolidation of services; in continued partnership with all eight local area municipalities. Last fall, Durham was the first regional municipality in Canada to start using smart home devices, such as Alexa and Google, to offer information about Regional services.
To learn more about myDurham 311 and the new 311 phone service, visit durham.ca/311.