Frequently Asked Questions

Is this a free service?

Austin 3-1-1 is a taxpayer funded service for the benefits of all citizens 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 citizen 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 citizen 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 My Favorites?

My Favorites allows you to bookmark any service request for quick reference. This is done by clicking the star icon at the top right corner of the service request. When selected only the star outline will appear. You are then able to view only the selected service request(s) in My Favorites. Deselecting the star icon of the service request in My Favorites will remove it from My Favorites.

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.
 

Troubleshooting Smart Phone App

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

 

For a more comprehensive list of service requests types to choose and submit from using your home or laptop computer, 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

Reporter

Contact information is incorrect

Open the Reporter page, select Edit Contact Info, and correct the information and select Save.

FAQ

There are no FAQs displayed in the FAQ page

Ensure that you have correctly tapped the FAQ question mark icon. Close/Reopen application and retry. Power your device off and on and retry. Uninstall/Reinstall application and retry.

My Favorites

There is nothing displayed in My Favorites

Ensure that you have correctly tapped the My Favorites star icon at the upper right of a service request already submitted. Close/Reopen application and retry. Power your device off and on and retry. Uninstall/Reinstall application and retry.

My Reports

There are no reports found in My Reports page

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

  • Close/Reopen application and retry.
  • Power your device off and on and retry.
  • Uninstall/Reinstall application and retry.

Recents

There are no recent SRs found in the Recents page

Ensure that you have correctly tapped on the Recents clock icon.

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.

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.

Cannot find my SR Type to submit

Ensure that you have completely scrolled through all available SRs. 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.

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 request is an emergency, call 911 directly. 

New Report

Unable to submit an SR

Ensure that you have correctly tapped on the New Report pencil/paper icon. Close/Reopen application and retry. Power your device off and on and retry. Uninstall/Reinstall application and retry. If Apple device, ensure that Location/GPS feature is turned on.

Service Request Types

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

Care Facility Sanitation Concern

Description: This service request is used to report COVID-19 related sanitation concerns at child and adult daycare facilities, foster homes or long-term care facilities only. Service Level Agreement: A request will be submitted to the appropriate department who will review your concern within 2 business days.

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 callback requested, the Community Engagement team will contact you within 5 business days.

Construction Items in ROW

Description: Use this service request to report contractor, concerns or items (cones, barricades) in public streets or sidewalks (not highway or frontage roads). Service Level Agreement: Someone from right of way will contact you within 5 business days.

Dead Animal Collection

Description: Use this service request to request collection of a dead animal on the public right of way. For dead animals on or underneath bridges, highways, frontage roads, and farm to market roads please call 3-1-1. Service Level Agreement: Allow up to 2 business days for Austin Resource Recovery to pick up animal.

Eviction/Notice to Vacate Order

Description: This service request is used to report COVID-19 Order violations pertaining to evictions. Reporter information is required for this request. Service Level Agreement: Your request will be submitted to Austin Code who will contact you within 24 hours, Monday - Friday. 

Face Covering Ordinance Violation - Business

Description: Use this service request to report a business that is not in compliance with the Face-Covering Ordinance requiring businesses to display a safety plan and enforcing the wearing of face coverings while in the establishment. If the concern is at a daycare (child or adult), long term care facility or foster home submit a Care Facility Sanitation Concern request. Service Level Agreement: A request will be submitted to Austin Code, who will review your concern within 3 business days. 

Fireworks Noise Complaint

Description: Use this service request to report non-emergency complaints about fireworks noise within the Austin City limits. Service Level Agreement: If you require a callback, APD non-emergency personnel will contact you within 6 hours.

Flooding Current (Non-Emergency)

Description: Use this service to submit non-emergency flooding that is currently happening. For emergency situations, please call 911. Service Level Agreement: The situation will be assessed and responded to ASAP.

Flooding Past

Description: Use this service request to report previous flooding, damage and other potential flooding issues. Service Level Agreement: An investigation will be conducted within 21 business days.

Food Complaint

Description: Use this service request 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 Animal - Keep

Description: Use this service request to report a found pet that you wish to keep until the owner is located.  If you would not like your contact info shared with possible owners, please call 311. Service Level Agreement: The Austin Animal Center will contact you regarding this report within two days.

Found Dog (Confined) Pick Up

Description: Use this service request to report a confined live dog that has been found and you are requesting Animal Control to pick it up. Service Level Agreement: Allow up to 3 business days for Animal Control to pick up dog.

Graffiti Removal

Description: Use this service request to report graffiti on public property that you need assistance with removal. Service Level Agreement: Your concern will be investigated within 15 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. 

Junked/Abandoned Vehicle

Description: Use this service request to report junked or abandoned vehicles that have been in violation for longer than 2 days. Service Level Agreement: APD Vehicle Abatement will make every effort to review this issue within 10 business days. However, depending on current workload it may take longer.

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. Service Level Agreement: Allow up to 5 Business Days for Austin Code Department to respond to issue.

Loud Commercial Music

Description: Use this service request to report loud music in commercial areas. For Residential reports call 311. Service Level Agreement: This service request is for tracking purposes only.

Other

Description: Before submitting a request ensure there is no other service type for your specific issue. This request will be reviewed and routed to the appropriate department. The original service request may be closed and a new request number assigned. To check on the progress of your request, review the comments in the description field or call 3-1-1. Service Level Agreement: This service is typically delivered within 5 days.

Park Graffiti Removal

Description: Use this SR to report graffiti removal requests on park land and property only. If this is a potential safety concern, please contact Austin 311. Service Level Agreement: This issue will be investigated within 48 business hours.

Park Grounds Maintenance

Description: Use this service request to report maintenance issues on park grounds, greenbelts and trails that are not electrical or plumbing related. If this is a potential safety concern please contact 3-1-1. Service Level Agreement: This issue will be investigated within 48 business hours.

Parking Violation

Description: Use this service request to report a parking violation. Service Level Agreement: Allow up to 3 Business Days for Austin Transportation Department to respond to issue. Pothole Repair

Description: Use this service request to report a pothole in paved streets. If the issues poses a potential hazard please call 3-1-1. Service Level Agreement: Your report will be investigated within 4 days.

Rest Break Complaint

Description: Use this service request to report violations of the Emergency Rule for rest breaks at construction sites. Service Level Agreement: Allow up to 5 business days for Austin Code Department to respond to issue.

School Zone Flasher - Maintenance

Description: For School Flasher Maintenance Only. For changing school zone times call 311. Service Level Agreement: Allow up to 1 Business Day for Austin Transportation Department to respond to issue.

Shared Micromobility

Description: Please use this service request to report Shared Micromobility regulations. Service Level Agreement: 3 Business Days with partnership of Shared Micromobility companies. Description: For School Flasher Maintenance Only. For changing school zone times call 3-1-1. Service Level Agreement: This service is typically delivered within 4 days.

Short-Term/Vacation Rentals

Description: Use this Service Request to report possible City Code violations pertaining to short-term/vacation rentals. Service Level Agreement: Allow up to 5 Business Days for Austin Code Department to respond to issue.

Sidewalk Repair

Description: Use this service request to report issues with city sidewalks. Sidewalks may be damaged by tree roots or utility work. If the issue poses a potential hazard please call 3-1-1. Non -hazardous situations may take up to 30 days.

Sign - New

Description: Use this to request a new Traffic or Parking Sign at a particular location. For Dumping Signs please call 3-1-1. Service Level Agreement: New sign requests typically require 8-10 weeks for evaluation.

Sign - Parking Maintenance

Description:  For Parking Sign Maintenance only.  For Dumping Signs only call 3-1-1. Service Level Agreement: Sign maintenance requests typically require 7-14 days for completion.

Sign - Traffic Maintenance

Description:  Use this to request Sign Maintenance at a particular location only. For Dumping Signs only call 3-1-1. Service Level Agreement: Sign maintenance requests typically require 7-14 days for completion.

Social Distancing/Over Occupancy Concern

Description:This service request is used for reporting social distancing and over occupancy non-compliance concerns. Service Level Agreement: A request will be submitted to Austin Code, who will review your concern within 3 business days.

Structural Conditions

Description: Use this Service Request to report possible City Code violations pertaining to Structural Conditions. Service Level Agreement: Allow up to 5 Business Days for Austin Code Department to respond to issue.

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.

Water Waste Report

Description: Use this service request to report water waste violations at both residential and commercial properties. If the water appears to be coming from a broken water main, instead call 512-972-1000. Service Level Agreement: An investigation will be conducted within 5 business days.

Wildfire Prevention

Description: Use this service request to request information and assistance with a potential wildfire concern on your property. Service Level Agreement: If you wish to speak to someone with AFD, you will be contacted within 2 business days.

Pothole Repair

Description: Use this service request to report a pothole in paved streets. If the issues poses a potential hazard please call 3-1-1. Service Level Agreement: Your report will be investigated within 4 days.

Rest Break Complaint

Description: Use this service request to report violations of the Emergency Rule for rest breaks at construction sites. Service Level Agreement: Allow up to 5 business days for Austin Code Department to respond to issue.

School Zone Flasher - Maintenance

Description: For School Flasher Maintenance Only. For changing school zone times call 311. Service Level Agreement: Allow up to 1 Business Day for Austin Transportation Department to respond to issue.

Shared Micromobility

Description: Please use this service request to report Shared Micromobility regulations. Service Level Agreement: 3 Business Days with partnership of Shared Micromobility companies. Description: For School Flasher Maintenance Only. For changing school zone times call 3-1-1. Service Level Agreement: This service is typically delivered within 4 days.

Short-Term/Vacation Rentals

Description: Use this Service Request to report possible City Code violations pertaining to short-term/vacation rentals. Service Level Agreement: Allow up to 5 Business Days for Austin Code Department to respond to issue.

Sidewalk Repair

Description: Use this service request to report issues with city sidewalks. Sidewalks may be damaged by tree roots or utility work. If the issue poses a potential hazard please call 3-1-1. Non -hazardous situations may take up to 30 days.

Sign - New

Description: Use this to request a new Traffic or Parking Sign at a particular location. For Dumping Signs please call 3-1-1. Service Level Agreement: New sign requests typically require 8-10 weeks for evaluation.

Sign - Parking Maintenance

Description:  For Parking Sign Maintenance only.  For Dumping Signs only call 3-1-1. Service Level Agreement: Sign maintenance requests typically require 7-14 days for completion.

Sign - Traffic Maintenance

Description:  Use this to request Sign Maintenance at a particular location only. For Dumping Signs only call 3-1-1. Service Level Agreement: Sign maintenance requests typically require 7-14 days for completion.

Social Distancing/Over Occupancy Concern

Description:This service request is used for reporting social distancing and over occupancy non-compliance concerns. Service Level Agreement: A request will be submitted to Austin Code, who will review your concern within 3 business days.

Structural Conditions

Description: Use this Service Request to report possible City Code violations pertaining to Structural Conditions. Service Level Agreement: Allow up to 5 Business Days for Austin Code Department to respond to issue.

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.

Water Waste Report

Description: Use this service request to report water waste violations at both residential and commercial properties. If the water appears to be coming from a broken water main, instead call 512-972-1000. Service Level Agreement: An investigation will be conducted within 5 business days.

Wildfire Prevention

Description: Use this service request to request information and assistance with a potential wildfire concern on your property. Service Level Agreement: If you wish to speak to someone with AFD, you will be contacted within 2 business days.