311 is your resource to get information about City of Winnipeg services and programs, or to make a request for service. Our highly-trained Customer Service Representatives are ready to answer your questions and provide assistance.
311 Customer Service Representatives are available 24 hours a day, 7 days a week, 365 days a year.
Phone or fax:
311 Services, 510 Main St., Winnipeg, MB R3B 1B9
In the case of a police, fire, or medical emergency, you must call 911.
When to contact 311
Contact 311 when you have a:
- Request for service (such as sewer back-up, water main break, bulky garbage collection)
- Request for information (such as permit processing, animal control, building inspections, traffic/parking issues, hours of operation of civic offices and facilities, assessment and taxation, transit schedules)
- Concern (such as parking tickets, property condition, street maintenance, snow clearing, potholes, noise complaints)
- Request to register for City programs (e.g. Leisure Guide)
Upon receipt of your inquiry, the Customer Service Representative will:
- Search the extensive database for an answer to your question if it is a request for information.
- Complete a service request. The Customer Service Representative will open a new case and provide you with:
- An approximate length of time to complete your request
- A unique reference number for that request
- It is important that you keep this number handy for future inquiries due to privacy legislation; if you lose the number or don't record it, we will not be able to provide you with any updates on your service request
- If you need additional expertise from departmental staff, the Customer Service Representative will provide your information to the department for follow up.
Frequently asked questions
Can I call using my TTY phone?
Yes. Please dial 204-986-1311 to reach a Customer Service Representative specially trained for TTY. Calling from out of town? Please call collect 204-986-1311.
Is there a fee to phone 311?
311 and its related toll-free 800 number (1-877-311-4974) are free of charge; however, your wireless carrier will charge for the minutes used during the call according to your contract.
Can I contact 311 via social media?
What is the difference between 311 and 911?
911 is the number to call in case of emergency. 311 Is the number to call to obtain information and access to non-emergency City of Winnipeg services. Learn more about 911.
Can I access our emergency service by dialing 311?
No. In the case of a police, fire, or medical emergency, you must call 911. In the interest of public safety, if you call 311 with a request for emergency service you will be advised to hang up and call 911.
Should I report police non-emergencies to 311?
No. You should continue to report any police non-emergencies to 204-986-6222, e.g. minor fender benders, etc. Learn more about reporting non-emergencies.
If 911 is busy, can I call 311?
No. In the case of a police, fire or medical emergency, you must call 911. In accordance with the ruling of the Canadian-Radio and Television Commission of November, 2004, if you call 311 with a request for emergency service you will be advised to hang up and call 911 directly.
What is the difference between 311 and 211?
311 provides information about City services, whereas 211Manitoba can provide information on and connect you to community, health and social services in your area 24 hours a day, 365 days a year.
Does every service request have a tracking number?
Yes. When you request a service, the Customer Service Representative will provide you with the unique reference number.
Can I track my service request online?
Yes. When submitting your request, the Customer Service Representative will ask if you want to track your request online. If you do, you must provide your name and email address to associate your information to your request. You can then use your reference number and email address to track the status of your request online. If you are not able to or don’t want to track your request online, you can contact 311 directly for follow-up at any time.
How long do I wait before calling back to follow-up?
When you place your initial request for service, the Customer Service Representative will provide you with the length of time (e.g. 2 days) for the completion of your request. Should the service not be completed within the timeframe provided, please feel free to contact 311 again. Using your unique reference number, the Customer Service Representative can track the status of your request. Please note that due to privacy legislation, the Customer Service Representative cannot provide any information on your request without a reference number.
Do I have to give my name when I contact 311?
We will only ask for information required to successfully complete the request, and/or if you wish to track your request online.
Will my personal information be shared?
311's operations are governed by the provincial Freedom of Information and Personal Privacy Act. We will only ask for information required to successfully complete the request.
Is my personal information secure?
Yes, your information is protected and secure.
Will my call be recorded?
Yes, all calls received by 311 are recorded for quality assurance and training purposes.
Who can I contact if I have questions about how my personal information is being collected, used, or shared?
If you have questions or concerns about the collection, use or sharing of your personal information, please contact the Access and Privacy Office by emailing FIPPA.
Is service available in any other language?
Service is available in both official languages (English and French). 311 Customer Service Representatives also have access to an external service provider to assist in interpretation in many other languages.
Who do I call if I have a complaint about the service I received?
Our Customer Service Representatives are trained to provide excellent service. However, in the unfortunate event we were not able to provide the service you expected, you may ask to speak to the Supervisor on duty. Written complaints can be directed to the 311 Contact Centre, c/o 510 Main St., Winnipeg, MB R3B 1B9, or you may contact firstname.lastname@example.org.
Your personal information is being collected under the authority of s.36(1)(b) of The Freedom of Information and Protection of Privacy Act. This information will be used to complete the request that you have submitted to 311 and for 311 service quality assurance, training and monitoring purposes and will not be used or disclosed for any other purposes, except as authorized by law. If you have any questions about the collection of this information, contact the Corporate Access and Privacy Officer by mail to City Clerk’s Department, Susan A. Thompson Building, 510 Main Street, Winnipeg MB, R3B 1B9, or by telephone at 311.