City of Calgary adds call back feature to 311 line

The City of Calgary has launched a new feature to manage high call demand for city service requests.

If the expected wait is longer than one minute, the system will tell the caller of the estimated wait time before giving them an option to call back.

These changes took affect Thursday.

The city says the call back feature will be active on the 10-digit 403.268.CITY (2489) and 311 lines between the hours of 8 a.m. – 4:30 p.m., seven days a week.

These hours experience the high volume of call demand, according to the city, resulting in longer wait times.

“This technology allows for 311 to strengthen our commitment and focus on providing enhanced customer service to our citizens,” manager of 311 Service and Communications, Clarke Bellamy, said in a statement. “We anticipate this new feature will provide additional options to callers that prefer not to wait on hold.”

Calgary is the first jurisdiction in western Canada to offer this feature to 311 daily.

For more information on the service and it’s changes, visit

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