Request Related to 311 Calls Using the City of Toronto Telephone Exchange

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The decision

2021-10-01 · Toronto City Council · adopted

As filed

City Council on October 1 and 4, 2021, adopted the following: 1. City Council indicate that it has no objection to the re-routing of 311 dialed calls originating from the overlap that exists between the City of Toronto and the geographical area of the Regional Municipality of Durham, on the understanding that where callers (customers, residents, and businesses) of the Region of Durham or the City of Toronto dial 311 erroneously

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from within these exchanges, they will be given an option of being transferred to the correct contact centre of the municipality, town or county in which they reside.

On the agenda

As the city filed it

The Regional Municipality of Durham is implementing a 311 service as the primary source of contact for all non-emergency information and service requests. To move forward with this initiative Durham Region has requested a resolution from Toronto City Council to allow 311 calls made by its customers, residents, and businesses within the City of Toronto telephone exchange to be re-routed to the appropriate zone (Durham Region) for a 311 number to be generated by Bell Canada.

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This report provides details regarding this request and recommends that City Council supports this routing of 311 calls to the appropriate zone.

Staff recommended

The City Manager and the Deputy City Manager, Corporate Services recommend that: 1. City Council indicate that it has no objection to the re-routing of 311 dialed calls originating from the overlap that exists between the City of Toronto and the geographical area of the Regional Municipality of Durham, on the understanding that where callers (customers, residents, and businesses) of the Region of Durham or the City of

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Toronto dial 311 erroneously from within these exchanges, they will be given an option of being transferred to the correct contact centre of the municipality, town or county in which they reside.

On the record

The item as the City filed it