Austin 3-1-1 Smart Phone App FAQ

Is this a free service?

Austin 3-1-1 is a taxpayer funded service for the benefits of all residents of Austin, TX. There is no charge to request information or services via the smart phone app from The City of Austin.

Where can I find other City of Austin smart phone apps?

City of Austin smart phone apps can be found at the App Library. The Austin Energy App can be found at www.austinenergyapp.com.

How do I report technical issues of feedback regarding Austin 3-1-1 smart phone app?

Please call 3-1-1 or 512-974-2000 to report any technical issues.

What will the City of Austin do if users submit inappropriate photos and/or spam via the smart phone app?

Submitting inappropriate photos or spamming the Austin 3-1-1 smart phone app is a violation of the smart phone app’s Terms of Service. When inappropriate photos are flagged by City employees, the City has the right to remove the materials. The City can also block the device from using the app limiting future submissions. Your phone settings are likely set to military time. The system will transfer the time as programmed in your phone. Changing your phone’s time format settings to standard time will then display standard time.

Why does the service request that I submitted display military time in My Requests and Recent list?

What is the process after a service request is submitted through the smart phone app?

The request will display an orange ‘submitted’ status until the 3-1-1 system receives the request (this will appear as an orange pin on the map). Once received in the 3-1-1 system, the status will automatically change to a green ‘open’ status and provide a Service Request number (this will appear as a green pin on the map). If a resident provides an email address when submitting a request, they will receive an email confirmation. The Service Request status will change to ‘closed’ with a blue background. There may be additional information provided by the department to the right of the status indicator. If the resident has enabled notifications, they will receive a notification alert advising that the request has been closed.

Do the requests made via the 3-1-1 Austin smart phone app go directly to a specific City department?

Most service requests will be dispatched directly to the responsible City department. The only exception is the category ‘OTHER’, which is reviewed by Austin 3-1-1 and linked to the appropriate Service Request for action.

How do I follow up on my service request?

Whether you choose to submit a Service Request via the smart phone app, our website, or calling 3-1-1, you will be given a Service Request number. Use this number to track the status of your request using one of the following methods:

• Call 3-1-1. You will only need the Service Request number to check the status of the request.
• Check the status online. Please enter the service request number and the email address provided with the service request to look up the status.
• If you are checking the status of your request via our smart phone app, please refer to the ‘My Reports’ or your submitted SRs field on the app.

What are the statuses of a service request? What do they mean?

There are three terms describing your service requests:

• ‘Submitted’ is used when the issue has been successfully accepted with the application within Customer Service Request System (CSR).
• ‘Open’ to use when an SR is currently being processed within CSR.
• ‘Closed’ Status to use when an SR is completed within CSR.

What and how can I search on the 311.austintexas.gov mobile website?

The app is available for Android and iPhone, but all smartphone users such as BlackBerry and Windows phone users, can submit or review requests via 311.austintexas.gov. The search box will allow you to search for keywords in the description field of submitted Service Requests. It will not allow you to search for address or answers to questions.

Is my personal information secured? How is my information being protected, secured or stored?

Personal information is secured and managed based on existing City of Austin policy and procedures. The City of Austin adheres to FOIP legislation. Please refer to the Terms of Service for the Austin 3-1-1 smart phone app for more detail.

What does ‘Reporter’ mean on the 3-1-1 Austin smart phone app?

The Reporter feature is where you can enter your contact information. Entering your contact information will save you time and effort when making future requests. You only have to enter your name, phone number and email address once on each device. When you submit future service requests on the same device your personal contact information will be automatically added to your request. Users can submit requests anonymously; however, they are encouraged to enter their contact information so City departments can contact them if they have questions. As mentioned above, your personal contact information will not be shared or displayed if you wish to share your service request with the public.

Do I have to provide my personal information to submit a service request via the smart phone app, the website or by calling 3-1-1?

Depending on the concern, some City of Austin services may require your name and contact information in order to initiate the request. The Austin 3-1-1 smart phone app allows anonymous submissions; however, if contact information is not provided, it may limit the department’s ability to effectively respond to your request (example: to obtain more detail if required to fulfill the request). If you provide your email address at time of submission, you will also receive an automated confirmation email with your service request number. If a phone number is provided, The City may contact you for more information on the request. If phone notifications are enabled, you will receive a ‘badge’ or ‘alert’ from 3-1-1 that will advise when the reported issue is changed to ‘closed.’

Why do I only see my submitted photos in the smart phone app?

Due to privacy concerns, photos are sent only to the City department processing the service request therefore they are not shared with the public.

What does the ‘Share with public’ checkbox mean? Whom am I sharing the information with?

If the box is checked, Austin 3-1-1 smart phone users can see your service request on a list and map of the last 100 service requests submitted. Your contact information will not be shared with other users, only the information relevant to the service request. Uncheck the box if you do not wish to share the information from your service request. The 311.austintexas.gov website allows the public to view a list of requests that have been submitted via the smart phone app and this website. There are additional ways to view services submitted by type and status on the website.

Can a submitted service requests be viewed on a map?

Yes. By selecting the map icon at the top right corner of the app from either the RECENT, MY REQUESTS or MY FAVORITES pages of the app, a map with pins will appear indicating the various service requests submitted throughout the city. Selecting a pin will display the service request type, address, description and status.

How do I specify or edit the problem location?

Your phone’s GPS will automatically find your location and use that as the problem location. To change the location, press and hold the map marker to drag it to the desired address. Then click OK at the top right of the screen. If you take a photo of the problem and then change your location before submitting the report, be sure to point the map marker to the correct location of the problem.

How to enable ‘Location Services’ or GPS on your smartphone?

Please see your phone’s manual for turning on GPS services.

Can I use the Austin 3-1-1 smart phone app without enabling ‘Location Service’ or GPS on my device?

Apple devices must enable “Location Services” or GPS in order to submit requests and automatically detect your location through the Austin 3-1-1 smart phone app. If you happen to not be at the location where service is needed when you use the app, please use the map feature to re-locate the issue to the correct address. Android devices may submit requests through the Austin 3-1-1 smart phone app without activating “Location Services” or GPS.  However, in order for the app to automatically detect your specific location, “Location Services” or GPS must be enabled on the Android device. You may also manually tap and drag the pin to the correct location.
 

Below is a list of basic troubleshooting steps for resolving most Austin 3-1-1 smart phone app issues.

If your issue is not resolved using the troubleshooting steps below, please note that some devices and operating systems may not be compatible with the software requirements of the application.

Minimum requirements for using Austin 3-1-1 smart phone app:

• Smartphone and tablet devices Android and iOS/Apple operating systems
• Download Austin 3-1-1 smart phone app from Google Play Store or App Store
• Cellular or WIFI enabled
• GPS enabled

If you are still unable to submit the service request with your mobile device and your request is a non-emergency, please call Austin 3-1-1. You can also submit a service request from your mobile device online at 3-1-1.austintexas.gov.

If your service requests in an emergency, call 911 directly.

New Request

Unable to submit an SR:

• Ensure that you have correctly tapped on the New Request pencil/paper icon.
• Close/Reopen application and retry.
• Power your device off and on and retry.
• Uninstall/Reinstall application and retry.
• Ensure that your phone's Location/GPS feature is turned on.

Cannot find my SR Type to submit:

• Ensure that you have completely scrolled through all available service requests.
• Ensure that the SR is an available option.
• Close/Reopen application and retry.
• Power your device off and on and retry.
• Uninstall/Reinstall application and retry.
• Submit as “Other” or call 3-1-1.

The GPS feature is not functional:

• Ensure the GPS feature is activated.
• Please see your device’s manual for turning on GPS services.
• If you choose not to enable your GPS, you can also tap and drag the pin to the correct location.

The GPS location is different from where the photo was taken: 

• Change location by pressing and holding the map marker and drag to the desired address. Click OK at the top of the screen.
• If geo tagging is enabled for photos on your phone, the location will automatically be changed to the location where the photo was taken.

Recent

There are no recent service requests found in the Recent:

• Ensure that you have correctly tapped on the Recent clock icon.
• Close/Reopen application and retry.
• Power your device off and on and retry.
• Uninstall/Reinstall application and retry.

My Requests

There are no reports found in My Request page:

• Ensure that you have correctly tapped on the My Requests pencil icon.
• Close/Reopen application and retry.
• Power your device off and on and retry.
• Uninstall/Reinstall application and retry.

Cannot find my SR Type to submit:

• Ensure that you have completely scrolled through all available Service Requests.
• Ensure that the SR is an available option.
• Close/Reopen application and retry.
• Power your device off and on and retry.
• Uninstall/Reinstall application and retry.
• Submit as “Other” or call 3-1-1.

The GPS feature is not functional:

• Ensure the GPS feature is activated.
• Please see your device’s manual for turning on GPS services.
• If you choose not to enable your GPS, you can also tap and drag the pin to the correct location.

The GPS location is different from where the photo was taken:

• Change location by pressing and holding the map marker and drag to the desired address.
• Click OK at the top of the screen.
• If geo tagging is enabled for photos on your phone, the location will automatically be changed to the location where the photo was taken.

COVID-19 Info

The COVID-19 on the Austin website will not open from the Austin 3-1-1 smart phone app.

• Visit the COVID-19 Austin website on your phone's web browser.
• Visit https://www.austintexas.gov/covid19 from another device (computer, tablet, etc.).

Report Outage

The Report Outage page will not load in the Austin 3-1-1 smart phone app.

• Visit the View and Report Power Outages website on your phone's web browser.
• Visit https://outagemap.austinenergy.com/external/default.html from another device (computer, tablet, etc.).

Reporter 

Contact information is incorrect:

• Open the Reporter page, edit the Contact Info, and select Save.

For a more comprehensive list of service requests types to choose and submit from using your home or laptop, visit Citizen Web Intake.

Questions and concerns regarding the Austin 3-1-1 smart phone app may be forwarded to 3-1-1 Mobile App Feedback.

If the above recommendations do not resolve your mobile device's technical issue, please contact your service provider for assistance. 

Below is a list of Services Requests, their descriptions, and Service Level Agreements currently available on the smart phone:

AE Street Light Issue- Address

Description: This service request is used to report street lights, moonlight or nightwatchman lights not working. You may be contacted by phone or email if further information is required.

Service Level Agreement: Austin Energy will investigate within 5 business days.

Austin Resource Recovery-Employee Behavior

Description: This service request is used to report Austin Resource Recovery employee behavior items.

Service Level Agreement: Austin Resource Recovery will review this request within 2 business days.

Austin Resource Recovery-Pet Search

Description: This service request is used to report that a resident's animal is missing and request Austin Resource Recovery to perform a search of dead animals collected.

Service Level Agreement: Austin Resource Recovery will review their logs and call you back within 2 business days. If there were tags on collar, Austin Resource Recovery will contact the number on the tags.

Austin Resource Recovery - Property Damage Report

Description: This service request is used to report any property damage that might have been caused by an Austin Resource Recovery employee.

Service Level Agreement: Austin Resource Recovery will investigate and contact you within 2 business days, if requested.

Austin Resource Recovery-Special Services

Description: This service request is used for residents wanting to start/stop special service collections requests with Austin Resource Recovery

Service Level Agreement: Austin Resource Recovery will mail an application to start special service pick up. Temporary collection will begin while awaiting signed application to be returned. Customers have 90 days to return the signed application. For stop services, Austin Resource Recovery will remove your address from the special services collection list.

Austin Resource Recovery-Spillage Trash/Fluids

Description: This service request is used to report the spillage of trash or fluids from an Austin Resource Recovery collection truck. If fluid spilled into storm drain, contact Environmental Hotline at 512-974-2550.

Service Level Agreement: Austin Resource Recovery will review this request within 2 business days.

Channels/Creeks/Drainage Issues

Description: This service request is used to report problems in channels (artificial waterways lined with grass or concrete), creeks or drainage easements (areas of private property designated for drainage).

Service Level Agreement: An investigator from Watershed Protection will review this request within 5 business days.

City of Austin Vehicle Report

Description: This service request is used to report city vehicle complaints. If the complaint involves an ARR vehicle or an APD officer driving unsafe call Austin 311 at 512-974-2000.

Service Level Agreement: This report will be forwarded to the correct department for review within 7 business days.

City Pool Maintenance

Description: This service request is used to report issues with pools or pool facilities.

Service Level Agreement: The Aquatics division will review the request within 2 business days.

City Pools & Lifeguards

Description: This service request is used to report issues with lifeguards, pool passes, or pool access information.

Service Level Agreement: The Aquatics division will review this request within 2 business days.

Commercial Use of Parkland

Description: This service request is used to report a business/vendor using parkland without a vendor permit, inquiring if a business has a permit, or to report use on an unauthorized parkland. If you are inquiring about obtaining a vendor permit refer to the PARD website. A picture is required to submit this service request.

Service Level Agreement: The issue will be investigated by PARD within 1 business day, excluding city holidays.

Community Engagement Project Feedback

Description: Use this service request to give feedback on specific Community Engagement Projects. All feedback is taken into consideration.

Service Level Agreement: If a callback is requested, the Community Engagement team will contact you within 5 business days.

Concerns in Right of Way

Description: This service request is used to submit concerns in the City of Austin Right of Way. Do no submit a service request if the location is identified on private property. For construction items in right of way, please submit the Construction Items in Right of Way Service Request.

Service Level Agreement: If additional information is needed, Right of way may contact you within 5 business days.

Construction Items in Right of Way

Description: This service request is used to report Contractor, Concerns or items (cones, barricades) in public streets or sidewalks (not highways or frontage roads).

Service Level Agreement: Austin Transportation will review the service request within 7 business days.

Corridor Program - Construction Feedback

Description: This request is used to provide feedback or request information about construction of corridor improvements.

Service Level Agreement: Your request will be reviewed by the Corridor Program Office within 3 business days. You must provide reporter information if you would like to receive a callback.

COVID Vaccination Inquiry

Description: This service request is used to submit questions regarding appointments, testing, vaccinations, registration, or account information to APH Health Equity Division.

Service Level Agreement: Austin Public Health will review this service request within 2 business days.

Dead Animal Collection

Description: This service request is used to report dead animals that need collection on city-maintained streets, right-of-way, and within the Austin Resource Recovery service area. An intersection should not be used as the location for this service request. Austin Resource Recovery needs a street address for pick up. For dead animals on or underneath bridges, highways, frontage roads, and farm to market roads, pleas call 3-1-1. If animal is causing hazard on roadway, call 911.

Service Level Agreement: Austin Resource Recovery will pick up animal within 1 business day. If a 2nd pick up attempt is needed, that will happen within an additional business day.

Ditch/Driveway Pipe Services

Description: This service request is used to report issues with driveway pipes (run underneath a driveway) and ditches. This service request is not used to report roadway issues, water leak issues or storm drain issues.

Service Level Agreement: An investigator from Watershed Protection will review the site within 10 business days.

Drainage Pond Maintenance

Description: This service request is used to to report issues with drainage ponds.

Service Level Agreement: Watershed Protection will review the request within 5 business days.

DSD - Follow-Up

Description: This service request is used to request follow-up from DSD staff, schedule appointments, link ABC accounts, or if you have an online payment inquiry. Validate the service request with the project address. Participant information (Name, number, and email) is required to save this service request.

Service Level Agreement: DSD will contact you within 5 business days.

Electric Vehicle Station Issue

Description: This service request is used to report an issue with a Plug-In Austin Electric Vehicle charging station. For safety concerns, call 911. To locate a charging station visit https://austinenergy.com/ae/green-power/plug-in-austin/charging-station-map/ For issues with the ChargePoint card or mobile application, visit https://www.chargepoint.com or call 1-888-758-4389. 

Service Level Agreement:  Austin Energy will review this service request within three business days.

Environmental Complaint

Description: This service request is used to report residential and commercial environmental complaints.

Service Level Agreement: An Environmental Inspector will inspect site within 3 business days.

Erosion

Description: This service request is used to report erosion along waterways.

Service Level Agreement: Watershed Protection will review the side within 10 business days. 

Fireworks Complaint

Description: This service request is used to report fireworks complaints to Austin Fire Department during New Years holiday and 4th of July holiday. If the fireworks complaint is causing an immediate threat to life or safety, contact 911. 

Service Level Agreement:  Austin Fire Department Non-Emergency will review your request within 1 hour. Non-Emergency crews will respond, as needed, in marked and unmarked vehicles. 

Flooding Current 

Description: This service request is used to report current flooding incidents. Do no submit if issues are after a flooding event. If there is a current flooding situation that is causing a threat to life or safety, contact 911.

Service Level Agreement: An investigator from Watershed Protection will review within 5 business days.

Flooding Past

Description: This service request is used to report previous flooding, flooding damage or potential flooding issues after a rain event.

Service Level Agreement: An investigator from Watershed Protection will review the site within 10 business days.

Food Complaint

Description: This service request is used to report restaurant food complaints. To report Food Borne Illness, call 512-972-5555.

Service Level Agreement: Environmental Services will begin investigation or contact citizen within 3 business days.

Found (Confined) Dog - Assistance

Description: This service request is used when you find an animal that is in a confined location and you are unable to keep it until the owner if found. If you would like to keep the dog until the owner is found, submit a Found et Report - Keep Service Request. If reporting a loose dog, submit a Loose Dog Service Request.

Service Level Agreement: Animal Protection Personnel will contact you withing 24 hours to provide you with your available options and assistance.

Found Pet Report

Description: This service request is used when someone finds an animal and wishes to keep it until the owner is found. Use location field to capture address where animal was found.

Service Level Agreement: Austin Animal Center staff will review this request within 3 business days and call you back if additional information is needed.

Graffiti Removal - Public Property

Description: This service request is used to report graffiti or tagging on City of Austin public property. Various City of Austin Departments work collaboratively to remove graffiti, and many provide recycled paint for removal. Please submit one request per address and provide a detailed description of the location of the graffiti. If vandalism, including graffiti, is in progress, please call 911. To report graffiti on the assets listed, submit the following service requests: *Traffic Sign submit: Sign-Traffic Sign Maintenance service request *Lady Bird Lake Bridge/Pfluger Bridge submit: Park Grounds Maintenance service request. 

Service Level Agreement: Austin Public Health will review the service request within 5 business days.

Grass/Weeds Over 12" Tall

Description: Use this service request to report grass/weeds over 12" tall. Service Level Agreement: Allow up to 5 Business Days for Austin Code Department to respond to issue. 

Service Level Agreement: Allow up to 5 business days for the Austin Code Department to respond to the issue.

Harmful Algae

Description: This service request is used to capture calls related to harmful algae bloom in Lady Bird Lake, Lake Austin, and other waterways in Austin.

Service Level Agreement: Watershed Protection Environmental Resource Management will respond within 48 hours.

Homeless - Violet Kiosk and Storage Carts

Description: This service request is to capture requests for items related to Homeless Violet Bag Kiosk and to request additional storage carts from Austin Resource Recovery.

Service Level Agreement: Austin Resource Recovery will contact you within 2 business days.

Homelessness in City Parks

Description: Use this service request to report anything related to homelessness in a park. If life or property are in danger, please call 911. Reports of homelessness are routed to the respective department for investigation. For more information, please visit www.austintexas.gov/homelessness.

Service Level Agreement: All service requests are reviewed within 2 business days.

Junked/Abandoned Vehicle

Description: This service request is to allow residents to report vehicles abandoned, junked or nuisance vehicles either on public or private property. If you are reporting multiple vehicles, you will need to submit one service request for each vehicle. For a vehicle to be removed from your private property, you will need an affidavit signed and notarized. Visit austintexas.gov/department/vehicle-abatement for further information.

Service Level Agreement: Austin Police Department Vehicle Abatement will make every effort to review this issue within 45 days. However, depending on current workload it may take longer.

Lady Bird Lake Debris Issues

Description: This service request is used to report issues with trash and debris in Lady Bird Lake and on its shores.

Service Level Agreement: Watershed Protection will review the site within 3 business days.

Lane/Road Closure Notification

Description: For contractor and City of Austin department use only; report permitted or emergency closures. 

Service Level Agreement: This service request is routed to the appropriate departments for notification purposes only. 

Loose Dog

Description: Use this service request to report dogs running loose. Animal Control will make every effort to capture the loose dog during regular business hours. If you know where the dog lives, please provide contact info.

Service Level Agreement: Non urgent calls will be prioritized with response time of 2 to 72 hours.

Lost Item In Storm Drainage System

Description: This service request is used to report lost items in a storm drainage system. 

Service Level Agreement: Watershed Protection will respond to the issue within 1 business day.

Manhole Issues

Description: This service request is used to report manhole related issues.

Service Level Agreement: This issue will be investigated in 1 to 3 business days.

Markings - Cross Maintenance

Description: This service request is used to report existing marking/striping maintenance requests on City of Austin maintained streets only. To request new markings call 311 or 512-974-2000. Any request for highways/frontage roads need to be directed to TxDot. 

Service Level Agreement: Please allow up to 60 days for completion.

Neighborhood Home Programs

Description: The Housing and Planning Department has several programs for income eligible Austinites. These programs help with home repairs, modifications, down payment assistance and so many other resources for securing safe, fair, and affordable housing. Our goal is to help Austinites remain in their homes.

Service Level Agreement: This service request is to be used for residents that would like to be screened for potential City of Austin home assistance program funds. Property and applicant must be located inside the City of Austin jurisdiction for program funding consideration. Applicants with questions or in need of assistance may visit: http://www.austintexas.gov/HomeRepairs or email: hpdcs@austintexas.gov or call 512-974-3100. Contact information must be provided. Housing & Planning Department will follow up within 3 - 7 business days.

New Sidewalk/Curb Ramp/Route

Description: This service request is used to request new sidewalks, new curb ramps and information on ADA policies related to sidewalks. 

Service Level Agreement: Street and Bridge will contact you within 30 business days regarding your request. 

Non Emergency Collision

Description: This service request is used to report minor vehicle collisions, as well as all collisions involving City of Austin vehicles. If the collision involves injuries, fighting, disabled vehicles, on major/high speed roadways, intoxicated drivers, drivers without license or insurance, or bicyclists hit by a vehicle, contact 911. Do not submit service request. 

Service Level Agreement:  Austin Police Department Non-Emergency will review your request and call you back within 24 hours. However, non-emergency call backs are not made between the hours of 10pm and 8am. If your call back timeframe falls between those hours, you will receive a call back the following day after 8am. APD will make 2 attempts to contact you. If you miss both calls, you will need to call us back to start the process over.

Non Emergency Evidence/Property

Description: This service request is used to assist residents who are calling regarding found property or criminal evidence. 

Service Level Agreement:  Austin Police Department Non-Emergency will review your request and call you back within 24 hours. However, non emergency call backs are not made between the hours of 10pm and 8am. If your call back timeframe falls between those hours, you will receive a call back the following day after 8am. Austin Police Department will make 2  attempts to contact you. If you miss both calls  you will need to call us back to start the process over.

Non Emergency Existing Police Report

Description: This service request is used to follow up on an existing police report

Service Level Agreement: APD Non-Emergency will review your request and call you back within 24 hours. However, non-emergency call backs are not made between the hours of 10pm and 8am. If your call back timeframe falls between those hours, you will receive a call back the following day after 8am. APD will make 2 attempts to contact you, it is not necessary to call back if you miss the first call. If you miss both calls you will need to call us back to start the process over.

Non Emergency Family Protection/Child Custody

Description: This service request is used to report violations of restraining orders and child custody disputes. If a violation of a protective order and/or a disturbance is occurring, contact 911.

Service Level Agreement: APD Non-Emergency will review your request and call you back within 6 hours. However, non-emergency call backs are not made between the hours of 10pm and 8am. APD will make 2 attempts to contact you; it is not necessary to call back if you miss the first call. If you miss both calls you will need to call us back to start the process over.

Non Emergency Hands Free Violation

Description: This service request is used to document violations of the Hands Free ordinance. Emergency Personnel are exempt from the Hands Free Violation ordinance. If the issue is reckless driving, contact 911.  

Service Level Agreement:  The Austin Police Department will review this request within 48 hours. Residents will not receive a callback.  

Non Emergency Noise Complaint

Description: This service request is used to assist citizens regarding noise complaints. These issues include animal noise, car alarms, loud people, construction noise, loud music, or other noise issues.

Service Level Agreement: Austin Police Department Non-Emergency will review your request within 24 hours. However, Non-Emergency callbacks are not made between the hours of 10pm and 8am. If your callback timeframe falls between those hours, you will receive a callback the following day after 8am. Austin Police Department will make 2 attempts to contact you. If you miss both calls you will need to call us back to start the process over. If this is a fireworks complaint, Austin Police Department Non Emergency will review your request within 6 hours. 

Non Emergency Officer Contact Request

Description:  This service request is used to assist residents/visitors who need to speak with an Austin Police Department Officer/Investigator or speak to Austin Police Department regarding a general issue.

Service Level Agreement: Austin Police Department Non Emergency will review your request and call you back within 24 hours. However, non emergency call backs are not made between the hours of 10pm and 8am. If your call back timeframe falls between those hours, you will receive a call back the following day after 8am.  Austin Police Department will make 2 attempts to contact you, it is not necessary to call back if you miss the first call. If you miss both calls you will need to call us back to start the process over. If you are trying to reach an officer that has left the scene within the last hour, Austin Police Department Non Emergency will review your request within 1 hour and forward your information to the requested officer.

Non Emergency Vehicle Issues

Description: This service request is used to assist with vehicle related issues, such as borrowed and not returned and illegally parked. For parking violations such as ADA, residential parking violations, and time limit violations, use the Parking Violation service request. 

Service Level Agreement: APD Non-Emergency will review your request within 4 days and call you back as needed. APD will make 2 attempts to contact you. If you miss both calls you will need to call us back to start the process over.

Other

Description: This service request is used to request assistance if no other service request is available via the 3-1-1 Mobile App.

Service Level Agreement: This service request will be addressed within 24 hours.

Outdoor Commercial Venue Music Complaint

Description: This service request is used to report issues with loud music from outdoor commercial venues between the hours of 8pm-2am. DSD staff will investigate within 1 day. However, if outside of these hours, or the music is coming from a residential property, indoor venue, Warehouse District, Historical 6th Street, a music festival, or vehicle, submit the APD-Non Emergency Noise/Alarm Service Request. 

Service Level Agreement: DSD will investigate your complaint within 1 day and staff may contact you within 3 business days if additional information is needed.

Park Graffiti Removal

Description:  This service request is used to report graffiti on park land or park property.

Service Level Agreement: The issue will be investigated within 2 business days.

Parking Violation

Description: This service request is used to report parking violations Mon - Tues 7:30AM - 6PM, Wed - Fri 7:30AM - 11:30PM and Saturday 10AM - Midnight.

Service Level Agreement: Allow up to 3 business days for Austin Transportation Department to respond to issue.

Parks Building A/C & Heating Issues

Description: This service request is used to report A/C & Heating issues with park-maintained buildings. Park business hours are 6:30am - 3 pm Monday - Friday except for city holidays.

Service Level Agreement: The issue will be investigated by Parks within 2 business days.

Parks Building Electric Issues

Description: This service request is used to report electrical issues with park-maintained buildings. Park business hours are 6:30am - 3pm Monday thru Friday except for city holidays.

Service Level Agreement: The issue will be investigated by Parks within 2 business days.

Parks Building Issues

Description: This service request is used to report issues with park buildings except electrical, plumbing, heating, or A/C issues. Park business hours are 6:30am 3pm Monday thru Friday except for city holidays.

Service Level Agreement: The issue will be investigated by Parks within 2 business days.

Parks Building Plumbing Issues

Description: This service request is used to report issues with parks maintained buildings that are related to plumbing issues. Parks business hours are 6:30am - 3pm Monday thru Friday except for city holidays.

Service Level Agreement: The issue will be investigated by Parks within 2 business days.

Parks Cemeteries

Description: This service request is used to report issues on City of Austin Cemeteries. Cemetery business hours are 7am-4m Mon-Fri except for city holidays. Gate hours are 7am-7pm year-round.

Service Level Agreement: The issue will be investigated by parks within 2 business days.

Parks Grounds Electrical

Description: This service request is used to report electric issues on park maintained grounds and trails. Park business hours are 6:30am - 3pm Monday - Friday, except for city holidays.

Service Level Agreement: This issue will be investigated within 2 business days.

Parks Grounds Maintenance

Description: his service request is used to report issues on park grounds, greenbelts and trails that are not electrical or plumbing related.  Park business hours are 6:30am – 3pm Monday thru Friday except for city holidays. 

Service Level Agreement: The issue will be investigated within 2 business days.

Parks Grounds Plumbing 

Description: This service request is used to report issues on park grounds, green belts and trails that are not electrical or plumbing related. Park business hours are 6:30am - 3pm Monday - Friday, except for city holidays.

Service Level Agreement: This issue will be investigated within 2 business days.

Pay-by-Phone App

Description: This service request is used to report issues related to the Park ATX app.

Service Level Agreement: If needed, someone from the department will contact you within 5 business days, excluding holidays.

Pet Resource Assistance

Description: This service request is used to assist residents who need resource assistance in caring for their pets. It is also used for residents who have found and are keeping a stray until the owner is located. Contact information is required to submit this request.

Service Level Agreement: A representative with the Pet Resource Center will contact you within 3 business days.

Pothole Repair

Description: This service request is used to report a pothole(s) in paved streets.

Service Level Agreement: Your report will be investigated within 4 business days.

Rest Break Complaint

Description: This service request is used to report violations of the City of Austin ordinance requiring rest breaks at construction sites. 

Service Level Agreement: Austin Code will review the service request within 5 business days. 

Road markings/Striping - New

Description: This service request is used to request for new markings/striping on City of Austin maintained streets only.  If recently paved road, please allow 2-3 weeks to cure before reporting. To report markings/striping that needs to be repainted, call Austin 3-1-1. Any requests on highways/frontage roads should be directed to TXDOT. 

Service Level Agreement:  If additional information is needed, Transportation Engineering may contact you within 10 business days. 

School Issues - Crossing Guard

Description: This service request is used to report any type of issues in reference to crossing guards.

Service Level Agreement: Safe Routes to School will review your request and contact you back within 5 business days, if requested. 

School Zone - New/Review/Changes

Description: This service request is used to request new or modify existing school zone/flashers, crosswalk, signs/signals, for the safety of children crossing the street to a public school.

Service Level Agreement: School zone requests typically take 8 to 10 weeks for response. 

School Zone Flasher - Maintenance

Description: This service request is used to report school zone flashers that are not flashing, flashing at the wrong time, obstructed or for any maintenance issue with the school flasher.

Service Level Agreement: Allow up to 1 business day for Austin Transportation Department to respond to issue.

Shared Micromobility

Description: This service request is used to report issues involving accessibility and waterways. Shared micromobility issues are sent to the permitted service provider. If you see a toppled device, please reposition it if possible. Safe mobility is in the hands of our community.

Service Level Agreement: The Austin Transportation Department, in partnership with Shared Micromobility service provider, will review within 3 business days.

Short-Term/Vacation Rentals

Description: This service request is used to report complaints regarding residential or commercial vacation/short term rental properties rented less than 30 consecutive days. For example, advertising/operating without a license and over-occupancy. 

Service Level Agreement: Allow up to 5 business days for Austin Code Department to respond to issue.

Sidewalk Repair

Description: This service request is used to report issues with city sidewalks. Sidewalks may be damaged by tree roots or utility work.

Service Level Agreement: Non-hazardous situations may take up to 30 days.

Sign - Parking Maintenance

Description:  This service request is used to report Parking Sign Maintenance requests only. For Illegal Dumping Signs only call 311.

Service Level Agreement: Sign maintenance requests typically require up to 21 days for completion.

Sign - School Zone Sign Maintenance

Description:  This service request is used to report issues with existing school zone signs.

Service Level Agreement: Please allow up to 21 days for completion.

Sign - Street Name Maintenance

Description:  This service request is intended for reporting problems with street name signs only. For signs that are blocking sidewalks/roadways or broken and protruding from the ground, please call Austin 3-1-1 or 512-974-2000. 

Service Level Agreement: Please allow up to 12 weeks for missing signs to be replaced, and up to 2 weeks for trimming obstructing vegetation.

Sign - Traffic Maintenance

Description:  This service request is used to request maintenance on an existing, non-emergency traffic sign. For new sign requests use the Sign New Service Request. Do not submit this service request for sign issues on TXDOT roads, instead call TXDOT at 512-974-0883. To request new dumping signs, call 3-1-1.

Service Level Agreement: Please allow 5 to 21 days for completion.

Special Event

Description: This service request is used for tracking purposes only and to report inquiries regarding a Special Event or Neighborhood Block Party in the City of Austin. Collected information will assist with future event planning.

Service Level Agreement: If the department needs any additional information, they will follow up within 5 business days.

Speed Management

Description: This service request is residents that are interested in requesting for speed study requests, existing speed limit signs, traffic calming and speed cushions. This service request should be submitted when reporting in residential neighborhoods only. 

Service Level Agreement: If additional information is needed, Transportation Engineering may contact you within 10 business days.

Standing Water

Description: This service request is used to report standing water issues on a property. A drainage investigator will survey the site to determine the best course of action. 

Service Level Agreement: Watershed Protection will investigate the issue within 20 business days.   

Street Sweeping

Description: This service request is used to report city streets that need to be cleaned. This would include items such as general litter, glass and dirt. 

Service Level Agreement: Austin Resource Recovery will investigate and resolve the issues within 3 to 5 business days. If a 2nd sweep attempt is needed, that will happen within an additional 2 business days.

Structural Conditions

Description: This service request is used to report possible City Code violations pertaining to Structural Conditions. 

Service Level Agreement: Allow up to 5 business days for the Austin Code Department to response to issue.

Telecommunication Complaint

Description: This service request is used to report a complaint regarding a telecommunication provider such as AT&T, Google, or Texas Gas.

Service Level Agreement: This information will be reviewed within 6 business days.

Traffic Sign New

Description: This service request is used to report a new traffic sign at a particular location.

Service Level Agreement:  New sign requests typically require 8-10 weeks for evaluation.

Trash/ Debris on Property

Description: Use this service request to report accumulated trash or debris on private property.

Service Level Agreement: Use this service request to report accumulated trash or debris on private property.

Vehicle Abatement Callback Request

Description: This service request is used when a resident/visitor is requesting a callback from Austin Police Department Vehicle Abatement regarding a police notice placed on their vehicle as well as other issues such as requests for extensions.

Service Level Agreement: Austin Police Department Vehicle Abatement will review this service request and contact you within 2 business days. Austin Police Department Vehicle Abatement will review this service request and contact you within 2 business days.

Water Conservation Violation

Description: This service request is used to report water conservation violations at residential or commercial property. Watering restrictions are in affect. Visit https://www.austintexas.gov/department/find-your-watering-day for current watering restriction information. Water emergencies or water main breaks should be reported to Austin Water Customer Service Center Dispatch at 512-972-1000.

Service Level Agreement: Allow Water Conservation 10 calendar days to send notices and for issues to be corrected.

Water Related Issues

Description: This service request to is used to report bees in water meters, taste, discoloration, and sewer odor to Austin Water Dispatch/Customer Service Center. If issues are occurring within an apartment complex, apartment maintenance must be contacted to resolve issue.

Service Level Agreement: This issue will be investigated in 1 to 3 business days.

Water Theft Report

Description: This service request is used to report water theft from afire hydrant, illegally accessed meter, or bypassing water meters. Austin Water will investigate the report within 5 business days.

Service Level Agreement: Austin Water will investigate the report within 5 business days.

Watershed Grow Zones

Description: This service request is used to report and track all calls related to Watershed Protection grow zones.  

Service Level Agreement: If requested, Watershed Protection will review and call back within 5 business days. 

Wildfire Education

Description: This service request is used to request a wildfire presentation or HIZ (Home Ignition Zone) evaluation by the AFD Wildfire Division.

Service Level Agreement: A representative with AFD will be in contact with you within 2 business days.