Report issues and request services with Van311

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  Are you a VanConnect user? What will happen to your account

  Existing VanConnect accounts will not be transferred over to Van311. Users must create a new Van311 account.  

  VanConnect users can no longer submit service requests through VanConnect. New service requests must be submitted through Van311. 

  Checking the status of existing requests 

  Existing VanConnect service requests will not be transferred to your Van311 account; however, these requests will remain visible to City staff and they will continue to work on fulfilling them.    

  You can follow-up for progress updates or any historical cases by phoning 3-1-1.   

New to Van311? What you need to know

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  Report an issue or submit a request 

  Van311 account

  You don’t need an account to report an issue or submit a case. However, some services require your contact information for us to take action.

  Having an account lets you to track your service cases online (otherwise you can phone 3-1-1 for updates). 

  Data submitted to Van311

  All data you submit will comply with our privacy standards and only be used to resolve or improve 3-1-1 service requests. Van311 is designed to be lightweight, with minimum on-phone storage.

  Important note All your service request information and files are stored securely within our infrastructure. 

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  Add or edit a request

  You can add or change information after a case has been submitted in Van311. Because of privacy concerns, a login is required to review full details.

  When logged in, you can:

  • Add comments to your requests
  • Request a cancellation
  • View updates from departments
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  Check the status of your request

  Check status of your request

  Important note Because of privacy concerns, a login is required to see full details.

  Don't have a login? Try searching by case number. You can find some limited status information on select, non-restricted service types.  

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  Where to download or use Van311

  The Van311 app is available on iOS and Android and compatible with all common web browsers. 

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  Collection and use of personal information

  The Van311 Privacy Statement covers the Van311 app developed by us.

  Important note We collect only the minimum amount of information needed to meet the purpose of the app. You don’t need to create an app account.