Item - 2021.GL26.13

The General Government and Licensing Committee requested the Executive Director, Municipal Licensing and Standards to report to the November 30, 2021 General Government and Licensing Committee meeting on how to ensure that updates from 311 Toronto provided to the public, City Staff and Council Member Offices include the Service Request number and the original complaint.

311 Service Request numbers are provided upon the start of a complaint to track complaints. Municipal Licensing and Standards do not include Service Request numbers when providing updates on 311 files, excluding the original complaint and Service Request number.

When Municipal Licensing and Standards are asked to produce the original Service Request number, their current practice is to create a new Service Request number to inquire about the original complaint and Service Request number. This practice is time-consuming, adds to the 311 Call Centre workload and delays files from being closed. The original Service Request number should always follow a complaint from its origin to closure, allowing each party to ensure a file can be closed.

Having the original Service Request number is necessary. City Councillor offices receive complaints from residents where full addresses are not given, in these scenarios’ intersections are being provided.  When updating on the file, Municipal Licensing and Standards assigns an exact address excluding the original Service Request number given by 311 to track the complaint, not connecting the update to the original complaint. 

For connectivity and clarity, Municipal Licensing and Standards is being directed to include the Service Request number and original complaint when working and updating on a 311 file.