Frequently Asked Questions
What is 311?
311 is an easy-to-remember telephone number that connects customers with highly-trained Customer Service Representatives ready to help you with non-emergency City government matters.
Just dial 311 or 1-504-658-2299 if calling from outside the city of New Orleans.
Who can call 311?
New Orleans residents, businesses or tourists wishing to get non-emergency information or request services pertaining to NOLA government may call. If calling from within Orleans Parish, you can simply dial 311.
If calling from outside a Orleans Parish, you may call by dialing 504-658-2299. The NOLA 311 Customer Service Center understands and is sensitive to people of all cultures and all abilities offering assistance in over 145 languages.
Can I open a service request online?
Not at this time. We are planning for this capability to become available in 2013.
With over 2,300 different telephone numbers listed to access local government services, many people did not know what number to dial to reach the appropriate department. Now you can connect to city services with only two numbers to remember: 911 for emergencies and 311 for everything else.
When do I use 311, and when do I use 911?
The 911 service is for emergencies, such as house fires and violent crimes, that require an immediate response by police, fire crews, or an ambulance. For non-emergencies or to file a police report please call (504) 821-2222. For all other city services, call 311.
Will 311 operators be able to respond in other languages?
NOLA 311 has a bi-lingual agent who can answer calls in Spanish. If someone calls 311 who speaks a language that the NOLA 311 staff cannot speak, a third-party translation service will join the call.
Why can't I get through when I dial 311?
Dialing 311 will work from most New Orleans landlines and cell phones; however, you may experience problems for the following reasons:
You are calling from a high-rise, multi-tenant building. In those cases, the Building Manager or your Private Branch Exchange (PBX) vendor has to manually program 311 into the building's local telephone system and he/she has not yet done so. Please contact the Building Manager or PBX vendor and ask for the programming to be done
You are calling from a wireless carrier that has not been programmed to connect with 311. You may wish to call your service provider to request for this service to be added by your carrier.
You are calling from your New Orleans wireless phone but are outside your "roaming" area.
Until your problem is resolved, you may reach us by dialing 504-658-2299.
Is it free?
311 is Toll Free when calling from a New Orleans phone number whether it is a landline or a cell phone; however, please beware that your wireless carrier will charge for the minutes used during the call according to your contract.
Calling 311 from phone booths may charge a fee depending on the vendor. AT&T phone booths are free when calling 311.
Should you need to reach us by dialing 504-658-2299, regular fees, according to your carrier's contract will apply.
How can I track my existing service request?
Call 311 or (504) 658-2299; 8am-5pm Monday through Friday