About this pilot project
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 has developed a new department to manage the intake, tracking and follow-up on all requests and inquiries. This will provide 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.
Last fall, we engaged with the community to learn more about their customer service experiences in dealing with the City and their future service needs. We are now introducing a customer service centre pilot project that will simplify, centralize and improve how residents, business owners and visitors access City information and services. This pilot project will help us to further understand the needs of the community and to develop priorities for future phases of implementation.
In this initial pilot, you will be able to:
- submit legal claims to the City, or related inquiries and feedback
- submit general finance inquires or feedback
- request user support for My Property Portal and the BurnabyConnect mobile app
Stay tuned for future phases of the pilot project as we introduce more services such as:
- reporting missed garbage pickup
- reporting a pothole or other maintenance concern
- reporting issues related to traffic, including streetlights, traffic signals and signs, and City-owned transportation assets
- reporting bylaw issues and complaints, and related inquiries
- receive guidance on initiating applications for business or dog licenses, and submitting related inquiries and feedback
- paying property taxes
- many others, based on community input
How can you reach us?
Our customer service centre will be open Monday-Wednesday and Friday from 8 am-4:45 pm and Thursday from 8 am-8 pm. You can reach our new customer service representatives by calling 604-294-7944 or emailing [email protected].