Connect with Service Vaughan

Oct. 26, 2022 10:00 a.m.
​Click, call or come to City Hall to have your questions answered

The City of Vaughan’s contact centre is evolving! Now known as Service Vaughan, you can expect the same exceptional citizen experience whether you call in, use the online reporting tool or visit City Hall.

Service Vaughan – formerly known as Access Vaughan – is your one-stop shop to ask a question about a City service, report a municipal issue or find more information about a Vaughan program.

To contact Service Vaughan, you can:

Learn more about each option below.

Click

Service Vaughan’s online portal features more than 65 different services you can access online – from requesting sidewalk repairs and purchasing garbage tags, to registering for a recreation program and getting a pet licence. And it continues to expand! The tool allows you to submit service requests easily, report non-emergencies and track submissions 24 hours a day, seven days a week.

The following can be requested online through Service Vaughan:

  • animal services – getting a pet licence
  • bids and tenders – application submissions
  • building and development – development charges and engineering permits
  • by-law – parking permits and paying for tickets online
  • litter, vandalism and graffiti – reporting instances across the city
  • employment – available job postings and application submissions
  • garbage and recycling – tag purchases, bin exchanges and purchases, missed garbage and recycling collections and more
  • parks, trees and grass – maintenance requests and complaints
  • recreation – program registration
  • roads and sidewalks – maintenance requests and complaints
  • signs, signals and sidewalks – reporting an issue
  • water, wastewater and stormwater – reporting issues, Bulk Water Program registration and more

Additional benefits of the reporting tool include a tracking feature to check the status of the submitted inquiry online, the option to receive auto-updates via email or through the online tool, and the ability to provide feedback upon completion of the request. The City is also working on adding more services to the tool.

For municipal emergencies, such as broken glass and vandalized park equipment, call Service Vaughan at 905-832-2281 to report these types of incidents.

People who do not live in Vaughan are also able to submit online requests if the inquiry is directly related to one of Vaughan’s City services. First-time users must create a profile with a username and password. Once you have registered successfully, you will be redirected to a login screen. If you are a returning user, you can log in to the system with the email and password previously created.

Get started on the online reporting tool at vaughan.ca/ServiceVaughan. 

Call

Another option is to call Service Vaughan at 905-832-2281. Citizen service representatives are standing by to respond to all questions in a priority sequence during regular business hours – Monday to Friday, from 8:30 a.m. to 7:30 p.m. Outside these core hours, a live agent will respond to municipal emergencies. 

The contact centre offers 24/7 support to citizens, responds to general inquiries about City matters, assists with questions on service levels, files formal citizen complaints and concerns, monitors the Service Vaughan online reporting tool and connects you with the appropriate department for resolutions.

To enhance your experience on a call, Service Vaughan provides wait-time announcements to let you know how long it will take to speak to a representative. You may be surprised to know the team receives, on average, more than 1,000 inquiries by phone and email daily.

To ensure Service Vaughan is accessible to everyone, a specialized Textnet software program has been implemented to enable deaf, deafened, hard of hearing or speech-impaired residents to access and converse easily with representatives. You 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. You can request this service with a citizen service representative free of charge.

Come in person to Vaughan City Hall

If you’re visiting City Hall, you will be greeted at the Welcome Desk on the main floor and directed to the appropriate location. All City facilities remain cashless.

Be mindful and exercise caution around construction in the atrium lobby. This area is undergoing enhancements to provide a more streamlined approach in the main entrance.

Email

Another convenient option is to email the City at service@vaughan.ca. In your email to Service Vaughan, be sure to include the following:

  • your name
  • your contact information
  • the location details if your inquiry is regarding something in a specific area of Vaughan
  • the reason for your email or issue you’re reporting

Citizen service representatives are ready to respond to your email in a priority sequence.

For updates and news as they happen, subscribe to Vaughan News and follow the official corporate channels on Twitter, Facebook, Instagram and LinkedIn.

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