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Modern Framework: How 311 Requests Work

​​​​​​​​​​​​​​​​​The 311 Modernization Program is introducing a new service framework designed to make it easier for you to report issues, track requests and stay informed.

This modern approach connects phone, web and mobile services into one streamlined system. It helps ensure requests are routed to the right team faster, provides clearer updates and improves how you interact with City services.

How Service Requests Move Through the System

The updates will improve how requests are received, reviewed and addressed by City teams. Once a service request is submitted, it is automatically logged and directed to the appropriate City division for review and action.

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Example 1: Reporting a Parking Infraction

After the request is submitted, it is routed to the appropriate enforcement team. The request is reviewed, an officer may be dispatched if required and the issue is addressed based on City bylaws and enforcement procedures.​

Status: Current

Resident submits Parking Infraction request by calling 311 or using self-service options.

Resident receives status notification that ticket has been submitted.

Status: Future

Request is created and task is assigned to Enforcement and Bylaw Services.

Note: Service level is based on priority and Officer availability.

Resident can check status of ticket at any time.

Status: Future

Request received by Enforcement and Bylaw Services and an Officer is assigned to investigate.

Status update(s) sent to resident at various stages of the service request.

Resident can check status of ticket at any time.

Status: Future

Service request is completed and final status sent to resident.

Resident can check status of ticket at any time.

Example 2: Reporting Litter or Debris

After the report is submitted, the request is directed to the appropriate City division for review and clean-up. City crews are notified, and the request remains visible in the system until the issue has been addressed.​

Status: Current

​Resident submits Litter/Debris request by calling 311 or using self-service options.

​​Resident receives status notification that ticket has been submitted.

Status: Future

Request is created and based on details provided, is assigned to:

Parks Maintenance and Operations
OR
​Roads Maintenance and Operations

Resident can check status of ticket at any time.

Status: Future

The request is received by Parks Maintenance and Operations
OR
Roads Maintenance and Operations.
and staff are assigned to action.

Status update(s) sent to resident at various stages of the service request.

Resident can check status of ticket anytime.​​

Status: Future

Service request is completed and final status sent to resident.

Resident can check status of ticket anytime.