BRAMPTON-The City of Brampton has rolled out a major upgrade to its 311 and Brampton Transit Call Centre services, marking a key step in modernizing how residents connect with their City. The new system introduces advanced smartphone technology and an intuitive self-service menu designed to enhance accessibility, reduce wait times, and provide a smoother customer experience.
This first phase of the City’s call centre modernization will allow residents to reach the right department faster through updated menu options and improved routing. The new setup ensures that every call—whether it’s a service request or a transit inquiry—is handled efficiently and accurately by the appropriate representative.
A second phase of the transformation will follow, introducing automated ticket creation for service requests made by phone, web, or app. Residents will also be able to track their requests in real-time. Artificial intelligence (AI) will play a key role in the upgrade, enabling multilingual support and communication through popular social media platforms, making it even easier for Brampton residents to get assistance when they need it.
Community input has guided these changes from the start. The City’s goal is to make resident interactions faster, friendlier, and more effective, with a focus on transparency and convenience.
Reminders for Residents:
Residents are reminded that non-emergency incidents or general inquiries should be directed to Peel Regional Police’s non-emergency line at 905-453-3311. In case of emergencies or immediate threats to safety, always call 911.
For City service requests—including parking, noise, or by-law concerns—contact Service Brampton by using the Brampton 311 app (available on the App Store or Google Play), visiting 311brampton.ca, emailing 311@brampton.ca, or calling 311 directly.
Residents can also call 211 for free, confidential access to social and community services such as mental health support, housing, food, and crisis programs. Visit 211ontario.ca for more information.
Quotes
“Delivering the best possible customer service to our residents is a top priority. By modernizing how people connect with their City, we are ensuring that every call, every question, and every request is handled in a way that is efficient, timely, and responsive to the needs of our growing community.”
— Patrick Brown, Mayor, City of Brampton
“This transformation is about delivering better value for residents. By reducing transfers, speeding up service, and simplifying access to 311 and Transit, Phase One shows our commitment to listening and acting on the feedback we’ve heard from our community.”
— Navjit Kaur Brar, Regional Councillor, Wards 2 and 6; Chair, Corporate Support Services Section, City of Brampton
“We’re building a smarter, more connected City, one that makes every interaction easier. The first phase improves how residents reach us, with a modern phone system and expanded digital self-service options. The next phase brings automated updates and new digital tools including ticketing, live status updates, and new service channels.”
— Jason Tamming, Acting Commissioner, Corporate Support Services, City of Brampton