311 phone service now available in Durham Region

One simple phone number for easy access to Regional information

Whitby, Ontario – Durham Region is making it easier for residents to connect to Regional services. Beginning December 1, customers can call 311 for answers to questions about 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.

Customer Service Representatives will answer live calls Monday to Friday, from 8 a.m. to 5 p.m. 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 we can identify and address any challenges connecting to 311. We encourage customers to complete our online form should they experience any difficulties. Each submission will be fully investigated, and service enhancements will be made accordingly.

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, durham.ca/311.

Quotes:

“We’re excited to be taking another step towards achieving our vision for a smart, connected and accessible Durham Region. Through smart home devices and now one simple phone number, we are transforming how our community connects with us and accesses information about all the programs and services we offer.”

– John Henry, Durham Regional Chair and Chief Executive Officer

“The 311 phone service is all about making it easier and more convenient for people to get the information they need, when they need it. We are moving from 60 publicly advertised phone numbers down to one easy-to-remember number. This innovative tool will help provide a better, more consistent customer experience.”

– Elaine Baxter-Trahair, Chief Administrative Officer

“Durham Region is modernizing to provide customers with the best possible service. Our customer service teams are ready to provide customers with a seamless and efficient experience. This is just one example of how our digital transformation will have a positive impact on the people we serve.”

– Kalyan Chakravarthy, Durham Region Chief Information Officer

Quick facts:

• Durham Region handles more than 700,000 customer calls per year.
• Currently, there are more than 60 different phone numbers to access 28 different business units within Durham Region that handle customer calls.
• 311 provides one easy-to-remember phone number so customers can get the information they need about services like waste and recycling, roads and traffic, water and sewer, and more.

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For media requests, please contact CorporateCommunications@durham.ca.