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To protect the public and City staff and to help minimize the spread of COVID-19, access to City Hall is limited to Service Burlington services only, including in-person payments for:
The above services are also available for online payments. Service Burlington continues to offer marriage licenses and commissioning services by appointment. Please call Service Burlington at 905-335-7777 or email city@burlington.ca to schedule. The Service Burlington counter is open between 9 a.m. and 3:30 p.m., Monday to Friday. City staff continue to work remotely and are ready to assist the community in the delivery of as many services as possible. For information and updates on City services, including what’s open and closed visit burlington.ca/coronavirus. We appreciate your patience and understanding. |
- T. 905-335-7777
- Toll Free: 1-877-213-3609
- Email: city@burlington.ca
- Message: Service Burlington
Service Burlington Feedback
At the City of Burlington, we care about providing good customer service. We would love to hear from you. Please use the links below to share your story.
Submit a compliment regarding a City service that you experienced.
Submit a complaint regarding a City service that you experienced.
How was your most recent experience on the phone, web, or in-person?
Customer Relationship Management (CRM)
Customers who contact the City of Burlington may notice some changes in the way the City interacts with them.
The City of Burlington is implementing a customer relationship management system (CRM) that will allow residents to engage with the City through the channel of their choice: phone, email, website, app, social media or in-person. Because of the size of this project, City departments will be joining CRM one at a time.
The Clerks Department, including the Mayor’s Office and Councillors’ Offices and the Transportation Department are currently using the CRM system.
A feature of the CRM, is the online Service Request portal. Through this online feature, anyone can search for their question, issue or topic to find an answer, as well as create an account and login to report certain issues. As the CRM project grows, more departments will be be a part of the online portal’s database.
Our number one goal is, and always has been, to provide brilliant customer service.
As more departments begin using CRM, you will hopefully see more of the positive benefits of the CRM project, including:
- Fewer call transfers
- Faster call resolution
- Great customer service
Changes you may see
- Case number – All requests and inquiries will be given a case number. If you provided your email, or emailed the City, you will get an automatic reply which will give you a case number.
- If you follow up to see what has been done about your request or inquiry, staff can view progress using your case number. If you’ve lost your tracking number, staff can also look up your case using a phone number or address.
- Anyone with a request or inquiry will be asked for contact information such as name, phone number, address and email. This information is voluntary but it certainly helps staff respond and follow up in a faster and more efficient manner.
- When your request or inquiry is resolved and the case is closed, you will receive an email notification (if you provided an email) that the case is complete.
If you have any questions about the Customer Service Management project, please call or email the City at city@burlington.ca or 905-335-7777.