Call 311

Our 311 Contact Centre is open Monday to Friday, from 8 a.m. to 4:30 p.m. (closed holidays). You can also call 311 (or 403-320-3111 outside of Lethbridge) after hours for urgent issues like power outages and water main breaks.

Chat with Breezy

Our chatbot, Breezy, is available 24/7 on lethbridge.ca (found in the bottom corner of the website). Customers can also request to speak to a live agent, Monday to Friday, from 8 a.m. to 4:30 p.m. (closed holidays).

In Person at City Hall

Our Customer Service Specialists are available in-person at City Hall, Monday to Friday, from 8:30 a.m. to 4:30 p.m. (closed holidays).

Project WebMap

Information about active City projects are available 24/7 through our online Project WebMap.

Submit an Online Service Request

Our online self-service reporting forms are available 24/7. Use the links below to report a problem:

• Compliments & Comments
• Electric
• Parks
• Public Safety
• Roads & Sidewalks
• Traffic Safety & Lighting
• Waste, Recycling & Organics
• Water, Wastewater & Stormwater

Our Customer Service Philosophy

We will be a customer focused organization that understands our customers’ needs and puts them at the heart of everything we do.

Customer Service Guiding Principles

• Accessible – We will serve our customers through multiple channels in a manner that is easy to use.
• Adaptable – We will improve the customer experience through feedback and data.
• Collaborative – We will work together with our coworkers and community as one City to provide an integrated customer service experience.
• Empowered – We will recruit, train and entrust our team to be solutions oriented.
• Responsive – We will respond to customer needs in a timely, accurate and coordinated fashion.
• Thoughtful – We will listen to our customers and approach them with respect, compassion and understanding.

Our corporate service standards provide guidelines on how all City of Lethbridge employees will act when providing service.

Inquiry Acknowledgement

All email and telephone inquiries will be provided initial acknowledgement within two business days. When possible, a resolution timeframe will be provided at this time.

Printed (Mailed) Inquiry

All mail will be responded to within 10 business days or an interim communication explaining the reason for the delay will be provided to the customer.

Out-Of-Office

Out-of-office voicemail and email responses should be activated when an employee is away from work. An alternate contact should be identified when applicable.

Email Signature

A standard branded signature block that follows the City's email signature guidelines will be used by all City employees.

Customer Code of Conduct

The City of Lethbridge is committed to providing respectful, professional, and helpful service to everyone. We ask that customers also treat City employees with courtesy and respect. Positive and respectful interactions help us work together to resolve questions and service requests efficiently.

If an interaction becomes abusive, threatening, unproductive or otherwise unacceptable, the City may respond in accordance with its Customer Code of Conduct Policy.

Privacy

Your privacy is important to us. Any personal information you provide when contacting the City of Lethbridge will be collected, used and protected in accordance with our Privacy Policy and applicable privacy legislation.

Initial 311 Response

Our goal is to answer your call within 30 seconds. During busy periods, wait times may be longer as we work to provide every customer with the assistance they need.

Initial Department Response

If your request needs to be reviewed by a City department and it is determined that a response is necessary, you can expect an initial response within two business days. This first response may be to confirm the details of your request or gather additional information. It lets you know your request is being reviewed, but it does not mean the issue has been resolved.

Interactions Outside of 311

If your request is initiated outside of 311, you can expect an initial response within two business days. This first response may be to confirm the details of your request or gather additional information. It lets you know your request is being reviewed, but it does not mean the issue has been resolved.

Resolution

Our goal is to provide a resolution or final response within 10 business days. Some requests are more complex and may require multiple departments, site inspections, or additional investigation. These requests may take longer than 10 business days.

A resolution does not always mean the work has been completed. It means we have determined the next step or provided a final response. For example, a small pothole may be added to a planned paving program rather than being repaired immediately.

Completion

Completion of work is when the requested work is actually carried out. The time required to complete work varies depending on the type of service, its urgency, and available resources. Some work is scheduled as part of regular maintenance programs to ensure City resources are used efficiently. For example, a small pothole may be repaired during a scheduled paving program instead of immediately after it is reported.

Information Request

An Information Request is a question that can usually be answered by 311 without involving another City department.

Examples include:

• What items can I recycle
• What are the hours for a City facility?
• When is the next City Council meeting?

Contact 311 for answers to these types of questions.

Standard Service Request

A Standard Service Request is for issues that do not pose an immediate risk to people or property and fall within the City's normal service levels.

Examples include:

• A small pothole
• Missed garbage collection
• Grass that needs mowing

Report these issues through 311 so they can be tracked and assigned to the appropriate department.

Urgent Service Request

An Urgent Service Request is for situations that require prompt attention but do not require police, fire or ambulance services.

Examples include:

• A missing manhole cover
• Localized property flooding
• A large tree branch blocking a roadway

Report these issues to 311 immediately so they can be prioritized and dispatched appropriately.

Escalated Service Request

An Escalated Service Request is a standard service request that has not been completed within the City's expected service timelines.

If your service request has taken longer than expected, contact 311. We will review the status of your request and work with the appropriate department to help move it forward.

Emergency (Call 9-1-1)

If there is an immediate threat to life, health, safety, or property that requires police, fire, or ambulance services, call 9-1-1 immediately.

Examples include:

• A fire
• A medical emergency
• A crime in progress
• A serious motor vehicle collision

Do not report emergencies through 311.

Social Media

The City of Lethbridge does not respond to inquiries, information requests, service requests or problems reported via social media. Please contact 311 for these requests.

311

•    Primary point of contact for customer inquiries and service requests
•    Provide information about City programs, services and processes
•   Collect sufficient information to accurately document customer requests
•   Classify and prioritize service requests using established standards
•   Submit and route service requests through the City’s service request system
•   Escalate overdue or complex service requests as required
•   Inform customers of request status

Department

•   Investigate inquires and service requests assigned by 311
•   Assess the issue and determine whether work of further action is required
•   Contact the customer when additional information or clarification is needed
•   Provide updates to 311 and customers when appropriate
•  Schedule and coordinate required work
•   Complete approved work in accordance with established service levels
•   Record outcomes and close service requests once completed
•   Identify service issues or trends that may require operational improvements
•   Advise 311 of changes to programs, policies or service levels