​​New smartphone system and self-service menu to deliver improved, more efficient support for residents

BRAMPTON, ON (October 22, 2025) – The City of Brampton is modernizing its response to 311 service requests and Brampton Transit inquiries, transforming the way residents connect with the City and putting customer experience at the forefront. 

As part of this transformation, the City is investing in innovative technology and digital tools to make it easier for residents to access services. Beginning today, as a part of the first phase of the call centre service modernization, residents will have access to a new smartphone system and an enhanced self-service menu. When contacting 311 or Brampton Transit, callers will be able to choose from updated menu options that quickly connect them with the right representative, providing more efficient service.

Future improvements in the second phase will include automated ticket creation for all service requests made by phone, web and app, with real-time status updates for residents. The call centres will also leverage AI technology to support multiple languages and connections through social media platforms, providing residents with more convenient ways to access support. ​

Feedback from the community has been central to shaping these improvements, with the goal of placing residents at the centre of the customer service experience. These enhancements will streamline response times and provide more efficient service. Residents can look forward to improved support and quicker solutions to their requests. 

Reminders for residents

Residents continue to be reminded to contact Peel Regional Police’s non-emergency line at 905.453.3311 for non-emergency calls, including general inquiries and non-urgent situations where there is no immediate risk to safety. 

Call 911 only if there is an immediate threat to safety, a life-endangering emergency or if a fire or crime is in progress. To learn more about when to call 911 and for resources about the services available to assist residents in need, visit this website​. 

Calls for service, including parking complaints and noise concerns, should be directed to Service Brampton. Use the Brampton 311 app (available on App Store or Google Play), visit 311brampton.ca, email 311@brampton.ca​ or call 311 for any inquiries. 

Call 211 to connect to social services, programs and community supports such as mental health, housing, food, employment and crisis support. This is a free and confidential service. Learn more about the resources and services provided by visiting 211ontario.ca​. ​

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 automated ticketing, live status updates and new self-service channels. This is just the beginning of a broader transformation that will continue in the months ahead.” - Jason Tamming, Acting Commissioner, Corporate Support Services, City of Brampton