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<\/p>\n\u201cSorry. You\u2019ve reached the wrong municipality.\u201d<\/p>\n
That\u2019s the gist of the message some Mississauga residents \u2014 and their city councillor \u2014 have recently received when placing calls to the 311 municipal government services information\/reporting line.<\/p>\n
Instead of being put through to the City of Mississauga, a number of northwest Mississauga residents have been connected to 311 services in Halton Region, the municipality located just to the west of that part of the city.<\/p>\n
Mississauga Ward 10 Coun. Sue McFadden, who represents residents in the area, raised the matter at last week\u2019s city council meeting. She said she\u2019s heard complaints from residents, and her own attempt to reach 311 Mississauga also wound up connecting with the Halton information and services line.<\/p>\n
McFadden said the issue has reared its head before, but she thought it was resolved.<\/p>\n
\u201cWe had it kind of under control, it seems, for a little while but it seems\u201d to be an issue again, the councillor told senior city staff and her council colleagues.<\/p>\n
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Frustrated callers<\/p>\n
McFadden said residents were particularly frustrated when they couldn\u2019t access Mississauga 311 services\/information during a recent snowstorm.<\/p>\n
She asked city IT staff to see if there\u2019s something that can be done \u201cto ensure our residents in Mississauga are being directed to the appropriate 311.\u201d<\/p>\n
The 311 phone number is a non-emergency line used to access municipal government services for information or to report local issues to the municipality. It\u2019s in wide use across both Canada and the U.S.<\/p>\n
A City of Mississauga spokesperson told INsauga.com occasional misrouted 311 calls are \u201cnot a city systems issue,\u201d but a widespread \u201ctelecommunications issue\u201d that more often happens near borders between municipalities.<\/p>\n
\u201cThis is primarily due to how phone networks route calls, especially near municipal boundaries,\u201d the spokesperson said. \u201cCalls are sometimes directed based on the cell tower, IP address or service provider configuration rather than the caller\u2019s physical location. This is outside of the City of Mississauga\u2019s direct control.\u201d<\/p>\n
Issue affects multiple phone technologies<\/p>\n
The glitch affects multiple phone technologies \u2014 cellphones, Wi-Fi calls and Voice over Internet Protocol (VoIP) \u2014 and happens in many municipalities, the spokesperson added, noting the issue \u201cis managed through cooperation between cities rather than something residents or the city can fully control. We, at times, also get calls from other municipalities and to ensure seamless service, the caller is transferred \u2014 and vice versa.\u201d<\/p>\n
Geography is a key factor, meaning west Mississauga, east Mississauga and the Malton area in the north end \u2014 given proximity to Halton, Toronto and Brampton, respectively \u2014 \u201care more likely to experience this issue because phones may connect to infrastructure located in neighbouring municipalities.\u201d<\/p>\n
The city official noted misrouted calls to 311 can happen \u201cfrom time to time\u201d as the municipal information number \u201cis not a phone number that\u2019s affixed to just the City of Mississauga, and is tied to the way modern telecommunications systems handle 311 calls.\u201d<\/p>\n
The spokesperson added the issue mostly affects cellphones and that \u201ctraditional landlines are generally less affected as they are tied to a fixed physical address.\u201d<\/p>\n
To access Mississauga\u2019s 311 line from outside city limits, people can call 905\u2011615\u20114311.<\/p>\n