Citizen requests, complaints, and information inquiries submitted to the City via the 311 system, email, and Bureau Accès Montréal offices. Data since 2022, updated daily.
Total requests
447,111
262,632 with borough assigned
Resolution rate
86%
226,104 completed
Avg response time
10days
Top category
Taxes foncières
Pothole (nid-de-poule) repair requests — one of the most common 311 categories. Resolution rate and response time for the selected year.
Pothole requests
21,994
Resolution rate
79%
Avg response time
11days
| Year | Requests | Resolution | Avg days |
|---|---|---|---|
| 2022 | 10,191 | 87% | 30 |
| 2023 | 8,660 | 89% | 32 |
| 2024 | 10,460 | 88% | 29 |
| 2025 | 14,189 | 86% | 27 |
| 2026 | 21,994 | 79% | 11 |
"Resolution" reflects the city's administrative closure rate — requests marked "Terminée" in the 311 system. This does not confirm the pothole was physically repaired. The 311 system tracks intake and routing, not work completion. Processes vary by borough: some mark requests closed when transferring to internal work-order systems. The Auditor General flagged this data gap in 2018.
Service request volume and resolution rates by borough. Resolution rate = percentage of requests with "Terminée" (completed) status. Internal administrative units (311 call center, corporate services) are excluded.
| Borough | Requests | Completed | Resolution | Avg days |
|---|---|---|---|---|
| Mercier - Hochelaga-Maisonneuve | 31,097 | 27,157 | 87% | 8 |
| Rosemont - La Petite-Patrie | 25,732 | 23,416 | 91% | 6 |
| Ville-Marie | 22,158 | 20,479 | 92% | 6 |
| Villeray-Saint-Michel - Parc-Extension | 21,001 | 18,820 | 90% | 7 |
| Le Plateau-Mont-Royal | 20,578 | 17,739 | 86% | 12 |
| Ahuntsic - Cartierville | 20,198 | 17,136 | 85% | 15 |
| Saint-Laurent | 17,236 | 14,463 | 84% | 12 |
| Côte-des-Neiges - Notre-Dame-de-Grâce | 16,306 | 14,073 | 86% | 9 |
| Le Sud-Ouest | 14,641 | 12,888 | 88% | 9 |
| Rivière-des-Prairies - Pointe-aux-Trembles | 13,256 | 11,534 | 87% | 7 |
| Montréal-Nord | 11,083 | 9,088 | 82% | 11 |
| Verdun | 8,913 | 7,537 | 85% | 12 |
| LaSalle | 7,864 | 6,637 | 84% | 17 |
| Pierrefonds - Roxboro | 7,391 | 5,767 | 78% | 16 |
| Saint-Léonard | 7,029 | 5,548 | 79% | 14 |
| Lachine | 6,639 | 5,340 | 80% | 19 |
| Anjou | 4,546 | 3,567 | 78% | 14 |
| Outremont | 3,772 | 2,134 | 57% | 11 |
| L'Île-Bizard - Sainte-Geneviève | 2,794 | 2,431 | 87% | 15 |
| Ville de Montréal | 237 | 191 | 81% | 12 |
| Montréal-Est | 27 | 27 | 100% | 5 |
| Côte-Saint-Luc | 24 | 24 | 100% | 3 |
| Pointe-Claire | 21 | 21 | 100% | 8 |
| Dollard-des-Ormeaux | 18 | 18 | 100% | 0 |
| Westmount | 16 | 16 | 100% | 5 |
| Dorval | 14 | 14 | 100% | 1 |
| Mont-Royal | 13 | 13 | 100% | 6 |
| Kirkland | 11 | 10 | 91% | 1 |
| Beaconsfield | 7 | 7 | 100% | 1 |
| Montréal-Ouest | 4 | 4 | 100% | 0 |
| Hampstead | 2 | 2 | 100% | 0 |
| Sainte-Anne-de-Bellevue | 2 | 1 | 50% | 0 |
| Senneville | 1 | 1 | 100% | 0 |
| Extérieur de Montréal | 1 | 1 | 100% | 7 |
Monthly request volume across all natures (requests, complaints, information, comments).
The 20 most common service request categories for the selected year. Categories are defined by the city and vary somewhat between boroughs.
| Category | Count |
|---|---|
| Taxes foncières | 27,040 |
| Collecte de déchets | 23,514 |
| Nid-de-poule | 21,994 |
| Collecte des matières recyclables | 18,558 |
| Dépôt illégal - Déchets | 17,440 |
| Bac roulant - Matières recyclables | 14,021 |
| Collecte des encombrants | 13,680 |
| Pavage - Réparation | 11,824 |
| Nettoyage du domaine public | 10,687 |
| Opération déneigement | 9,845 |
| Collecte de résidus verts | 8,338 |
| Bac roulant - Résidus alimentaires | 7,917 |
| Collecte de résidus alimentaires | 6,922 |
| Cour municipale | 6,912 |
| Organisme divers | 6,649 |
| Balai mécanique | 6,408 |
| Fermeture d'entrée d'eau | 6,367 |
| Éclairage existant - Entretien | 6,243 |
| Occupation du domaine public | 5,562 |
| Logement - Inspection | 5,524 |
How citizens reach 311. Phone (311 hotline) handles the majority of requests.
| Channel | Count |
|---|---|
| Phone (311) | 340,580 |
| Mobile app | 46,800 |
| In person | 22,723 |
| Website | 18,951 |
| 17,530 | |
| 141 | |
| Internal | 126 |
| Social media | 72 |
| Fax | 4 |
Final status of service requests for the selected year.
| Status | Count |
|---|---|
| Completed | 226,104 |
| In progress | 21,219 |
| Transmitted | 5,544 |
| Refused | 5,106 |
| Accepted | 3,019 |
| Cancelled | 1,363 |
| Reactivated | 123 |
| Deleted | 100 |
| Urgent | 55 |
Data comes from the City of Montreal's 311 open dataset ("Demandes de services citoyennes"). The dataset covers all citizen requests submitted via phone (311), email, and Bureau Accès Montréal offices. Geographic coordinates are obfuscated for privacy. Information requests (general inquiries answered immediately) lack borough assignment and unique IDs. Response time is calculated as the difference between the creation date and last status date for completed requests. Categories may vary between boroughs due to local configurations.