Access Vaughan, at your service

Do you have a question about a City service? Want to report a municipal issue? Looking for more information about a Vaughan program? Access Vaughan is here to help. The City’s contact centre is standing by, ready to respond to all resident inquiries. 

Residents looking to get in touch with Access Vaughan can do so by:

• phone at 905-832-2281 (toll-free: 1-844-832-2112)
• email at accessvaughan@vaughan.ca

Your call is important. To continue to improve the citizen experience on a call, Access Vaughan now provides wait-time announcements to let callers know how long it will take to speak to a representative. The team receives, on average, more than 1,000 inquiries daily. During periods with heavy call volumes there may be a longer wait time, however, every inquiry will be addressed and responded to based on priority. During the wait, make sure to stay on the line to hear relevant news and important updates from the City. 

A citizen service representative will respond to all inquiries in priority sequence during regular business hours – Monday to Friday from 8:30 a.m. to 7:30 p.m. Outside of these core hours, a live agent will be available to respond to municipal emergencies. The top five questions and answers received and responded to by Access Vaughan are also being shared in a monthly series called You Asked, We Answered. 

To enhance service offerings and ensure Access Vaughan is accessible for everyone, a specialized Textnet software program has been implemented to enable deaf, deafened, hard of hearing or speech-impaired residents to easily access and converse with representatives. Individuals can use these services by calling 1-866-543-0545. The contact centre also features an over-the-phone interpretation system – Language Line – which provides verbal translation in more than 150 languages. Residents can request this service with a citizen service representative, free of charge. More information is available at vaughan.ca/AccessVaughan. 

To stay up-to-date on the latest news from the City, sign up for Vaughan News and follow the official corporate channels on Twitter, Facebook, Instagram and LinkedIn. 

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