Coming December 7, 2026

Service Thunder Bay

The City of Thunder Bay is launching a “one stop shop” for customers to access City services online, by phone, or in person. This initiative will reduce wait times, improve consistency, and create an inclusive, accessible experience for all. The project is aligned with the 2023-2027 Maamawe, Growing Together Strategic Plan under the Growth pillar, which commits to making it easier to access City services.

Contacting Service Thunder Bay 311

As part of this initiative, the City will be introducing a new phone number to contact customer service – 311! This number will be available for all inquiries to the City. This will be the local number available within city limits available. The non-local number will be 807-625-8229 (TBAY), for those calling outside city limits.

Customers will also be able to contact Service Thunder Bay by email or through a self-service online portal.

Location

The service thunder bay - one stop customer service shop will be located in the Victoriaville Civic Centre.

Services

This initiative is focused on providing one front door to access City services. Customers can visit, call or email the City with general inquiries, complaints, compliments, and feedback for all City services and programs. More information about specific service delivery will be available closer to the December 7 launch date.

Need to report a problem before December 7? 
To report by phone, or for more information, contact Dispatch 24 hours a day at 807-625-2195 or City Hall for general inquiries at 807-625-2230

Frequently Asked Questions

What is the centralized customer service initiative?
The City of Thunder Bay is launching a “one stop shop” for customers to access City services online, by phone, or in person. This initiative will reduce wait times, improve consistency, and create an inclusive, accessible experience for all. This initiative will centralize front-line customer service, improve response times, enhance consistency, and reduce hand-offs.
Why are we doing this?
Currently, City services are de-centralized, with customers navigating multiple points of contact. This often results in delays, transfers, and unresolved issues. One customer service office will:
  • Streamline communication channels
  • Provide faster and more consistent service
  • Improve complaint resolution
  • Enhance accessibility and inclusion
Is this a new concept?
No. Centralized customer service initiatives are not new in Ontario. Many municipalities - such as Barrie, Brampton, Kingston, Kitchener, Ottawa, Niagara Falls, Timmins, Sudbury, and others - have already implemented the “one stop shop” service models. These municipalities have shown that centralization improves service consistency, reduces hand-offs, and provides customers with faster, more accessible support.
When will this launch?
Service Thunder Bay will launch Monday, December 7, 2026
Will emergency services be included?
No. Emergency response (Fire, Police, EMS) will not be included. The public must continue to call 911 for all emergencies.
What services may be centralized?

Based on a review of more than 25 municipalities that have implemented a centralized model, services included may be where a resident has an inquiry, makes a purchase or payment, gets approval or permission for a service, or uses a service.

More information about specific service delivery will be made available ahead of the December 7 launch. 
What technology will be introduced?
An integrated Customer Relationship Management (CRM) software solution will be implemented to log and track interactions across all channels (phone, email, online, in-person). This will ensure issues are tracked, resolved, and followed up on. Customers will have access to their own accounts to submit and manage their own inquiries.
Was there public feedback collected?

Yes. A public survey was available in October 2025 and many focus groups were held with the community. We heard that customers want one clear front door, one single access point to contact the City about all programs and services. We heard that follow up is important. And we heard that while technology is a useful tool, customers want to reach a person. We've taken all of these things into account as we build the new customer service team.

The public-facing Get Involved Thunder Bay site also provides links to surveys, focus group details, and more information.

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