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1. What is Augusta 311?

August 311 is a division of the Central Services Department that is dedicated to bridging the gap between citizens and the various departments that make up this government body. If you are looking for specific services or information provided by Augusta, GA you can connect with us by using our 311 Web Portal, mobile app or dialing 3-1-1 from any local cellular or landline.  Contacting Augusta 311 gives you immediate access to answers and information.  If the Customer Service Representative is unable to answer your question on the spot, they are equipped with several resources that can aid in providing an answer.

2. What is Augusta 311’s Web Portal?

The web portal is a way for citizens to connect with Augusta 311 24 hours a day/ 7 days a week.  By visiting this page you are able to select the type of service you need assistance with. It is important that the request type and address are included because the system bypasses Augusta 311 and forwards the request directly to the department for resolution. Failure to provide this information may delay the request from being assigned to the appropriate department and may ultimately increase the time it takes to complete the request.

3. Who can contact Augusta 311?

Anyone within Richmond County city limits can dial 311 directly, but cellular airtime charges may apply. If you are calling from outside of Richmond County you can reach us by dialing (706) 821-2300.

4. What are the hours of operation?

• Augusta 311 is open Monday – Friday from 7:00AM – 7:00PM. The office is closed in observance of the following holidays.
• New Year’s Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Christmas Day

You can access 311’s web portal 24 hours a day/ 7 days a week

5. What is the difference between 311 and 911?

311 provides information and initiates request for non-emergency city services. If Police, Fire or Medical attention is needed ALWAYS dial 9-1-1.

6. What is the difference between 311 and 211?

311 provides information and initiates request for non-emergency city services.  211 provides information regarding available health services in the CSRA.

7. Do I have to provide my personal information to submit a service request via the mobile app., web portal or when I call Augusta 311?

All citizens have the right to remain anonymous as they submit request for services or information, however doing so may limit our ability to respond to your request or ask additional questions if needed.

8. How do I follow-up on my service request?

If you choose to submit a service request via our mobile app or web portal you will be given a service request number after filling out all pertinent information and selecting submit. If you provide an email address before submitting your request you will receive a confirmation email which includes the service request number.

This number is used to track the status of your request by revisiting either the mobile app, web portal or calling 3-1-1. From the mobile app, select “profile” to review all requests that you have submitted. From the web portal select “Track My Request”.

9. Who do I call if I have a complaint about the service I received?

We encourage you to contact 3-1-1 directly to provide both positive and constructive feedback about any City service that was performed. 3-1-1 Customer Service Representatives will make note of your feedback to ensure it is reviewed by all appropriate parties.

10. Why can’t I call a specific department directly?

Augusta 311 strives to be the central hub of Customer Service for all requests for non-emergency services and information in Richmond County. The office uses call tracking technology and provides these reports to departments on a monthly basis so they can analyze the volume of requests and response times in order to make improvements to information or processes for their area of responsibility. If the Customer Service Representative is unable to answer your question they will put you in contact with the right department or call you back with a resolution.

11. What happens if I forget my service request number?

If you forget your service request number the Customer Service Representative can search for your entry by the address or type of service you requested.

12. What are the statuses of a service request and what do they mean?

There are three possible status types for service request.

Submitted – This status means that your service request has been created.

Acknowledged – This status means that your service request has been received and assigned to the appropriate department for further review and resolution.

Closed – This status means that your service request addressed by the appropriate department.