311 – Connecting you to our services
About 311
Connecting you to our services.
311 provides customers (residents, businesses, clients and visitors) with access to non-emergency programs, services and information provided by Durham Region.
There is new way to connect with Durham Region when it’s convenient for you: the myDurham 311 Customer Portal.
Within regional boundaries: 311
Outside regional boundaries: 905-668-7711 or 1-800-372-1102
Always call 911 for emergencies
Email: info@durham.ca
Having trouble connecting with us through 311? Please complete our eForm to let us know.
The Region of Durham is committed to providing excellent customer service by ensuring a respectful, equitable and harassment-free workplace and space for employees and customers. The Region has adopted a Public Code of Conduct Policy which outlines expectations for appropriate behaviour by all individuals when interacting with Regional Staff, Members of Regional Council, and other patrons and users of Regional facilities and services. All customers and employees of the Region of Durham are entitled to a respectful and harassment-free environment at all of our facilities and public spaces. https://www.durham.ca/en/regional-government/resources/Policies/Public-Conduct-Policy.pdf
| What is 311? |
| The number 311 is a single three-digit telephone number for all non-emergency Regional inquiries, programs and services within Durham Region. Calling 311 will connect customers with the myDurham 311 Contact Centre. |
| How does 311 work? |
| Customers can obtain information and make service requests by calling 311. Calls to 311 are answered by customer services representatives from the Region of Durham. Our representatives use an extensive knowledge base to respond to your inquiries and service requests about Regional government programs and services. |
| Who can use 311? |
| Any customer within the Region of Durham’s geographical boundaries can call 311, free of charge. Regular pay phone and cellular phone charges will apply. |
| Why use 311? |
| Calling 311 means you don’t need to know which department or division provides a particular program or service and you don’t need to determine which phone number you need to call. |
| What are myDurham 311’s hours of operation? |
| Customer Service Representatives are available Monday through Friday from 8 a.m. to 5 p.m. |
| I’m outside of Durham Region but want to call 311. How can I connect? |
| If you are outside of the boundaries of Durham Region, please call our toll-free number 1-800-372-1102 to reach the myDurham 311 Contact Centre. |
| Is 311 a free service? |
| There is no charge for calling 311. Pay phone and cellular airtime charges will apply. There are no additional service fees from your telephone service provider. |
| Can you call 311 from a landline? |
| Yes. You can call 311 from any landline within Durham Region. |
| Can you call 311 from a cell phone? |
| Yes. You can call 311 from a cell phone with any area code (416/905/289/705, etc.) if you are within the geographic borders of Durham Region. Cellular airtime charges will apply. |
| Can I call 311 from a VoIP phone? |
| Individual Voice over Internet Protocol (VoIP) service providers make the decision on whether to make 311 available to their customers. If you have service with a VOIP provider and cannot connect to 311, contact your service provider. You can still reach Durham Region at 905-668-7711 or 1-800-372-1102. |
| Can I still call the Region’s local 10-digit number? |
| You can continue to call the Region’s local 10-digit telephone number, at 905-668-7711, to connect with the myDurham 311 Contact Centre. |
| Can I still call the Region’s toll-free 1-800 number? |
| You can continue to call the Region’s toll-free 1-800 telephone number, at 1-800-372-1102, to connect with the myDurham 311 Contact Centre. |
| I can call 311 from my home, but not my office, why? |
| Many businesses and organizations have routing systems that must be configured to allow 311 dialing. Contact your organization’s telecommunications administrator to make a request to allow 311 dialing. You can continue to reach Durham region at 905-668-7711. |
| Does 311 accept collect calls? |
| No, 311 in Durham Region does not accept collect calls. If you are calling the Region from outside of regional boundaries, use our toll-free number, 1-800-372-1102. |
| Can I call 311 for a non-emergency police matter? |
| For non-emergencies requiring police, please call Durham Regional Police at 905-579-1520 (or toll-free 1-888-579-1520). |
| I’m having trouble using 311 to reach the Region, what should I do? |
| If you are having difficulty reaching the Region via 311, please fill out our 311 eForm. You can continue to reach us at 905-668-7711 or 1-800-372-1102. |
Make the right call
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Need assistance, but not sure who to call? Help is just three digits away. |
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| What is the difference between 311 and 911? |
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311 is the non-emergency number for access to Regional services and general Regional program information. For emergency assistance, please call 911. This service quickly links callers to police, fire and ambulance Services. For non-emergencies requiring police, please call 905-579-1520 (or toll-free 1-888-579-1520). |
| What is the difference between 311 and 211? |
| 211 is a helpline and online database that connects you to the complete range of government, health, community and social services. 311 is the non-emergency number for access to Regional services and general Regional program information. Visit the 211 Central website. |
| What is the difference between 311 and 411? |
| 311 is the non-emergency number for access to Regional services and general Regional program information. 411 is the number for local directory assistance (help with finding a business or residential telephone number listing). |
Introducing our new online Customer Portal
Durham Region has launched an online self-service portal so residents can request a service or report an issue to the Region. Residents can use the portal to submit and track requests for many Regional services such as waste and recycling, water and sewer, and traffic inquiries. The self-service portal is accessible 24 hours a day, seven days a week, at myDurham311.ca.
myDurham 311 Smart Home Device Voice Service
| What is the myDurham 311 Smart Home Device Voice Service? | ||||
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The myDurham 311 Smart Home Device Voice Service is an innovative new platform where Durham Region residents can access Regional services. Customers can now interact with their Google Home or Amazon Alexa to find out who their local Councillor is, locate Regional facilities, find out when the next garbage pick up will take place (as well as what to do with different types of waste), where the nearest bus stop is to their location, and when the next bus will arrive. Residents can also get answers to frequently asked questions received by the Region. |
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Why is the Region integrating with smart home devices? |
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The Region of Durham is in the process of streamlining our customer service delivery. We are doing this by providing access to Regional services through numerous platforms—otherwise known as an omnichannel approach. This initiative is just one example of how we are enhancing the customer experience. |
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How do I use the myDurham 311 Smart Home Device Voice Service? |
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The myDurham 311 Smart Home Device Voice Service is available through both the Google and Amazon Alexa marketplace. Alexa: Open your Alexa account/app, go to "skills," search for myDurham 311, select "enable," and then "grant permissions." Once the above steps have been completed, you will be able to access the myDurham 311 Smart Home Device Voice App by saying, "Alexa, open myDurham 311." Google: The myDurham 311 Smart Home Device Voice App is enabled on Google Assistant by default. To access the app, say "Hey Google, talk to myDurham 311." |
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What if I don’t have a Google or Amazon smart home device? |
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If you don't have a Google or Amazon device and would like to access the myDurham 311 Smart Home Device Voice Service, you will be able to have access by downloading the Google Assistant app from your mobile device's app store. |
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What questions can I ask? |
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