Require 311 to Route Complaints to Correct Agency
In committee as of May 11, 2026Under review by an assigned committee.
✦ Plain-Language Summary
This bill would make 311 responsible for ensuring your service requests and complaints reach the right city agency. If an agency says it can't handle your request, 311 must find the correct agency and let you know where your complaint was sent. This should reduce the frustration of getting bounced between different city departments when you need help.
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Details
- Introduced
- Mar 26, 2026
- Body
- Committee on Technology
- Type
- Introduction
- Status
- Committee
Sponsors (8)
Official Description
This bill would require the 311 customer service center (NYC311) to redirect requests for service or complaints to the agency with relevant jurisdiction. If an agency determines it does not have jurisdiction over a request for service or complaint, it must notify NYC311. Upon receiving the notification, NYC311 must reopen the request for service or complaint, reevaluate which agency has jurisdiction, forward the request or complaint to the appropriate agency, and notify the complainant of its action. Also, if an NYC311 complainant fills out a survey to reopen a request for service or complaint, NYC311 must follow similar processes to reevaluate agency jurisdiction; forward the request to reopen to the initial agency or reopen the request itself and forward the request for service or complaint to the correct agency, as appropriate; and notify the complainant of its action.