311: Good idea, but if at first you don’t succeed ...

To date, says Laval spokesperson Marc Laforge, the 46 complaints lodged as of June 30, relate to two problems: failure to get through and lack of adequate follow-up.

“We also received 68 calls noting the professional quality of the service,” he adds.

Incoming standardization of 13 city services will enable telephone operators to inform callers about the ‘ins and outs’ of their requests, an aspect of the service deemed deficient by some residents.

“We’re the first city in Quebec to integrate services,” says Mr. Laforge. Only Laval, Gatineau and Montreal offer 311 service.

:Chomedey resident Pierre Pruneau first called 311 on April 9, to report a tree root stuck in the pipe linking his house to the city sewer, provoking flooding of his basement.

"We had the pipe on our side changed for $2500, but I was told at 311 to hire a plumber at my expense to determine if the root was in the part of the pipe belonging to the city,” Mr. Pruneau stated.

It was only April 22 that a city employee showed up to lower a small camera into the pipe to confirm the root was indeed stuck in the segment of the pipe belonging to the city.

“When I called 311 again to inquire about the complaint, I was told it was on a supervisor's desk. I guess we can say that complaints are put on hold,” Mr. Pruneau explained.

“I don’t know if this particular park has been forgotten or remains unattended because it's in Fabreville (parks in Champfleury are always cleaned up), but I do know of dead leaves and broken glass in the sandbox,” Mr. Bédard denounced. Although upset, Mr. Bédard did affirm 311 to be a good service. "It’s the follow-up that’s lacking." He also expressed disappointment with “stock answers”.

“Priority is always given to schools and major roads, then residential areas,” he specified, adding 311 will give more comprehensive answers in the future. He describes the service as “the tip of the iceberg as far as changes are concerned.”

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(Photo: Martin Alarie)