Customer Service Standards

311 Toronto – Customer Service Standards

Mission Statement:

311 Toronto is the gateway to City information, programs and services for residents, business owners or visitors. Using modern approaches, dedicated and knowledgeable staff are available 24/7 to provide a quality customer experience through multiple channels of communication.

 

Corporate Service Standards


The City's corporate online, email and telephone service standards support the delivery of exceptional, equitable and accessible customer service.

 

Email Response

Service Standard

Within 48 hours

Description

Response to an email

Complaint Response

Service Standard

Within 5 business days

Description

Initial response to complaints about the 311 service

Telephone Response

Service Standard

Answer 80 per cent of calls in 75 seconds or less

Description

Incoming calls to 311 Contact Centre

Online Service Request Triage

Service Standard

Within 1 business day

Description

Provide a tracking number for Online service requests