DarrenB's picture

Calgary 311 Online?

A recent post by pinkrobe included a hyperlink to online submissions for Calgary 311. I didn't even realize you could submit 311 requests online, but it was way more convenient for me than sitting on hold on the phone each time. (Thanks pinkrobe.)

But I can't figure out how to submit a snow removal request for bikelanes or pathways using the online form that pinkrobe provided:

Instead, I used this form, but I am not sure it is correct either:

I see you can also email:
[email protected]

Is anyone using these e-methods? Seems really convenient, if you can figure them out. It also seems like something each of us can easily do, assuming that since we are using this forum, we must be comfortable with computers.


Richard Z's picture

There used to be a "complain

There used to be a "complain about sidewalk not cleared of snow" option, too. Perhaps they removed the snow-related options for the season and forgot to enable them again? Or they disabled them because too many people request snow removal otherwise?

Julie Gregg's picture

yes, I have in the past used

yes, I have in the past used the 311 contact us option, for a few items not always bike or snow related. I recall getting responses via email reply.

umgray's picture

the city takes 311 seriously

I work for the city and they take 311 seriously so much so that directors compare time it takes to answer 311 calls and issues and use them as a badge of honor for success.
So please understand that some 311 requests take longer but they are logged.

pinkrobe's picture

log it daily

In that case, I'll make sure I log it daily. ;-)

pinkrobe's picture

Logged another 311

I logged another 311 request this morning, this time to clear brownsnow from 25 Ave. and Prospect. The City did a great job on 7 St., so I figured why not...

DarrenB's picture

I have to follow up with the

I have to follow up with the requests I put in one week ago. Both files were closed within two days, but a week later and nothing has been cleared.

Does anyone know what the Closed status for 311 Online requests actually means?

sherryrunswest's picture

System Glitch??

I just now got another email indicating confirmation of my request (for snow clearing of bike lanes along 26 Ave SW) however the request number was different than the one I got on Friday, my initial request. I did a status check of this new number it says that "Info provided does not match any service request records". So I then checked my service request number from Friday and it now states that it is "Closed". So it seems to me that my request no longer exists. I put in another for this same service but also pointed out (nicely) this "glitch".

Perhaps while typing all this they've been out clearing the bike lanes. That would be a welcome sight on my ride home.

DarrenB's picture


I had something similar happen to me on Friday. And about an hour ago I got a flurry of emails (5 in total, one for every 311 request I put in last week), thanking me for my service request, followed by one more email that responded to my complaint regarding a bike lane that was not shovelled. The weird thing is that all my previous submissions (none of which were for the same location, and one of which was not snow removal related) are now all listed on this one email as a single service request. WTF?

Perhaps this online system doesn't work so well. If anything, it is brutally slow. I guess I will switch back to speaking to a live person on the phone system.

DarrenB's picture

311 Online - not impressed

I put in two requests on Monday last week via the 311 Online system, and I have to say I am not impressed with the system. Based on the confirmation emails I received today, it looks like they have been sitting for 8 days, and just today have they been assigned to a work schedule.

I know that when I phoned in a request for snow removal before that, it got put into the queue immediately. So why the 8 day delay for online submissions?

To make matters worse, a couple of other requests that I sent in later last week somehow got lumped under a previous request and deleted. Further, I found the online system is quirky and not terribly functional:
1. It emails you a confirmation that the online submission was received, and provides a tracking number, but does not send back the request you made -- so if you put in multiple requests, it is easy to confuse them unless you take the time to print off (or copy and paste) each request before you submit them.
2. If you check the status of the submission, it also does not state the nature of the request, so it isn't terribly informative unless you can remember what tracking number belongs to every request you make.
3. The status system doesn't seem to work. I got a second set of emails to my requests within a couple of days to say the requests had been dealt with and were now closed. I thought that meant the city had addressed the problem, but no action was taken. Confusing.
4. More than a week later, I started receiving a third set of emails to confirm that my request was received and that it had just been forwarded to the appropriate city department for review. Huh?
5. The last email stated I could check the status of my request online, providing a hyperlink. However, when I use the link the system can no longer find my request. If I enter the information on the form manually, it still doesn't work.

Unless others have had a different experience than my own, I suggest NOT using the online submission system for snow removal requests. Better to take a few extra minutes and speak to someone live on the other end of the phone.

mercator's picture

My guess...

is that they missed your requests amongst all the important offers of v1agra, c1alis, and offers to make $5000 a week working from home.

swade's picture

I suggest logging a 311

I suggest logging a 311 request to fix the Online 311 request form. Probably want to phone it in though.

shockingTemple's picture

311 Callback

I had logged some concerns to 311 recently and I got a personal call back from the Parks & Rec manager / foreman that runs the MUP clearing team. How's that for service!

Mind you, I didn't attempt to track my issue or use the email hyperlinks or ticket IDs and what have you, so I don't know if they worked or not.

Regarding the issues I logged into 311 online, I didn't really get what I wanted but getting access to the person that governs the area that my concerns related to was great. I got to bring up my issue(s), additional areas of concern and in return got to understand their service structure, constraints, etc. In the end it makes for better aligned expectations. Oh, and I made sure to also enthusiastically thank them for their efforts. Bike Karma!

Specifically I had two concerns: 1) about the sewer construction & detour of the Nose Creek pathway @ 36th Ave, 2) their pathway clearing service so far this winter on the Nose Creek pathway.

For #1, I had suggested that their on-street detour (6th St. NE) of the pathway construction zone needed plowing to be an effective detour. He effectively said that they don't have that level of coordination with the Roads dept ("we can't do that"), and it isn't a priority route. OK, long shot but thought I'd try. But he did say that they're putting in a new bike-specific pathway detour this week to connect around the construction. That's good, but couldn't that have been planned & constructed BEFORE the pathway was removed (and why wait until 6 weeks after removal?!).

For my second concern regarding clearing, he said that the same schedule and same crew is doing the clearing this year so there haven't been any change to the service level. His team is three people for all the pathways' clearing in the whole city (I thought there'd be more). And he says they have more pathway to clear this year...for my money, that would explain my perceived change in responsiveness. I also got a plug in for scheduling in more clearing when it is windy, as this NE pathway is very bad for drifting snow.

Anyway, that's my recent 311 experience. I didn't really get what I wanted, but I was heard. It also confirms to me that the City's treatment of cycling is siloed into various departments and that can create gaps, as other have noted as well. But I think if we're still politely bringing forth our concerns, perhaps inter-department coordination could occur. Here's wishing!