 Will
an agency handle my Service Request more quickly if I make
it through the call center?
Why can't I find information about
my specific issue?
Why does 311 need to GIS validate the address
associated with my request?
Do I need to provide personal information
to submit my Service Request?
How soon can I expect a response to my
Service Request?
What is the correct format for entering
a Service Request number online?
What if I receive a "Service Request
not Found" message?
If I receive a "Service Request not
Found" message, does this mean that 311 did not submit
my Service Request to the agency?
How do I change or correct information
on my Service Request?
How do I cancel my Service Request?
I am not satisfied with my Service Request
status message or with the agency's response to my complaint.
How can I contact the agency?
What should I do if my Service Request
status says "closed" but there is still a problem?
Can 311 email me a copy of my Service Request?
How can I request a paper copy of my Service
Request?
How do I provide a suggestion or report
a technical issue with the Web site?
Will an agency handle my Service
Request more quickly if I make it through the call center?
Service Requests submitted on NYC.gov go through the same
process as those made through the call center. Agencies handle
them with the same priority.
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Why can’t I find information
about my specific issue?
Not all City services are available online at this time.
If you are unable to find what you need on this Web site,
call 311 to submit your request or complaint.
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Why does 311 need to
GIS validate the address associated with my request?
GIS validation ensures that the agency will be able to locate
the site and follow up on your request.
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Do I need to
provide personal information to submit my Service Request?
You can remain anonymous when submitting your Service Request.
Keep in mind that that providing the requested information
will ensure that the City can follow up on your inquiry or
complaint.
If you do not provide a valid email address, you will not
receive a confirmation email for your Service Request.
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How soon can
I expect a response to my Service Request?
When you submit a Service Request, you will receive a confirmation
message with the expected response time. Keep your confirmation
number (SR #), and use the Service
Request Lookup tool or call 311 to check the status of
your request.
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What is the correct
format for entering a Service Request number online?
Use the format: C1-1-XXXXXXXXX
If your Service Request number does not begin with "C1-1," enter
the characters without spaces or dashes. You can type letters
in upper or lower case.
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What if I receive
a "Service Request not Found" message?
Please note that it may take up to 24 hours for Service Requests
to be available on this site, and Service Requests are available
for 365 days after they are created.
If your Service Request was created within the last 24 hours,
please try your search again later.
If your Service Request was created more than 365 days ago,
please call 311 for the status.
If you are not able to access your Service Request online
for any reason, you may call 311 or (212) NEW-YORK (from
outside New York City) 24 hours a day 7 days a week for the
status.
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If I receive a "Service
Request not Found" message, does this mean that 311
did not submit my Service Request to the agency?
Service Requests may not be available online for a number
of reasons. This does not mean that 311 failed to submit
your Service Request to the agency. You may call 311 or (212)
NEW-YORK (from outside New York City) 24 hours a day 7 days
a week to check the status of your Service Request.
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How do I change
or correct information on my Service Request?
Once 311 submits a Service Request to the agency, it cannot
be changed or updated with new information. Call 311 to create
another Service Request.
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How do I cancel
my Service Request?
Once 311 submits a Service Request to the agency, it cannot
be cancelled.
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I am not
satisfied with my Service Request status message or with
the agency's response to my complaint. How can I contact
the agency?
- Specific agency contact links may be found at www.nyc.gov.
Choose the appropriate city agency website from the drop-down
on the left-hand sidebar. Look for the "contact us" link
on the agency's homepage.
OR
- Call 311 or (212) NEW-YORK (from outside New York City)
24 hours a day 7 days a week to make an agency complaint.
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What should I do
if my Service Request status says "closed" but
there is still a problem?
Call 311 or (212) NEW-YORK (from outside New York City) 24
hours a day 7 days a week to make another complaint.
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Can 311 email me
a copy of my Service Request?
311 does not currently email copies of Service Requests to
customers.
If you submit a Service Request through 311 and provide a
valid email address, you may receive an email with instructions
for checking the status of your Service Request online. The
email with include the Service Request number for your complaint.
To request a paper copy of a Service Request, see the FAQ "How
can I request a paper copy of my Service Request?"
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How can I request a
paper copy of my Service Request?
To get a paper copy of a 311 Service Request, send a written
request to:
Service Request Copy Unit
New York City 311
59 Maiden Lane, 14th Floor Mailroom
New York, NY 10038
Requests must include:
- Stamped, self-addressed envelope
- Service Request number
- Your name, address and telephone number
- Type of complaint
- Agency, if known
You can get up to four Service Requests for each written
request. Please allow four to six weeks for processing. Most
requests will be processed within two weeks. Requests for
multiple copies may require additional time.
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How do I provide a suggestion
or report a technical issue with the Web site?
311 On the Web Service
Request Create Feedback
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