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1. What is 311?

311 is a simple three digit number residents, businesses and visitors can call to reach the City to get information, request services and report problems. From requesting a replacement garbage tote to reporting a stray dog in your neighborhood and a whole lot more, 311 is ready to help.

2. Why was 311 created?

The 311 service is part of an ongoing effort by the City of Buffalo to provide access to City government easier and more responsive to the needs of residents, business owners and visitors.

3. Who can call 311?

Anyone within the Buffalo city limits area can call 311 free of charge from a land or cellular telephone (pay phone and cellular phone airtime charges do apply).

4. When can I call 311?

Customer service representatives are available during the hours of 8:30 a.m. to 4:30 p.m., Monday through Friday. However, you can leave a message after working hours and an operator will enter the call for you the next business day.

5. What if I need to call 311 from outside the City limits?

People outside of the City of Buffalo city limits, including cell phone users, can reach 311 customer service representatives by calling 716-851-4890.

6. Is it a free service?

There is no charge for using 311. There is also no additional service assessment or fee that will be collected for 311 by your phone company. However, this is not a free call for pay phone users. Also, depending on your plan, your cellular phone company may charge minutes for this call.

7. When do I use 311, and when do I use 911?

The 911 service is for emergencies, such as house fires and crimes in progress that require an immediate response by police, fire crews, or an ambulance. For all other city services, call 3-1-1.

8. Anymore information on the 311 Call & Resolution Center?

The City of Buffalo 311 Call and Resolution Center, formerly known as the Mayor's Complaint Line, was created in July of 2000. The City of Buffalo Call and Resolution Center has improved communications with the general public and all of the city's stakeholders, which have created a more responsive and efficient process to request city services. The call center allows access to all City of Buffalo services, information and non-emergency police services. Residents can call 311 or 851-4890 to report service needs, check the status of previous service requests, obtain information regarding city programs or events and take care of non-emergency police matters. Service requests can also be submitted and then tracked over the Internet by utilizing the City of Buffalo's Self Service Portal.

Each service request is assigned a service number and the caller is sent an acknowledgment letter informing them of who will provide the service and an expected date for resolution.