Your call is important to us

If you have a question about a service in Vaughan, want to report a municipal issue or are looking for an update on the City’s COVID-19 response efforts, Access Vaughan is here to help. The City’s contact centre is standing by, ready to respond to all resident inquiries. 

To continue to improve the citizen experience on a call, Access Vaughan now provides wait time announcements to help give insight into how long it will take to speak to a representative. These messages will play when citizens connect to the main line. The team receives approximately 1,000 inquiries daily which are responded to based on urgency. 

While Vaughan City Hall remains closed to the public, 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 

A citizen service representative will respond 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 is available to respond to municipal emergencies, including COVID-19-related inquiries. 

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 is available for 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. 

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