The City strives to provide excellent customer service, and recognizes that customer experiences may vary across the City. To ensure we are delivering a consistent, streamlined customer experience, the City developed a new department to manage the intake, tracking and follow-up on all requests and inquiries. This provides residents, businesses and visitors with a single point of access to City information and services, while knowledgeable department staff will still action your request once it is received by the Customer Service Centre.
The project has helped us further understand the needs of the community and informed priorities for future phases of the Customer Service Centre.
What's happening now?
The City’s Customer Service Centre is now looking after intake requests for multiple City departments including handling calls, emails, or online requests and providing customers with basic information, assisting them with reporting a variety of issues, or connecting them to the subject matter experts who can help them further. Work to add more City departments to the scope of the Customer Service Centre continues.
Starting January 5, 2026, the public will be able to contact us 24 hours a day, 7 days a week. For inquiries outside of City Hall’s regular hours, we’ll make sure your inquiry reaches the right person within 1 to 2 business days.
