Garbage accumulation, illegal dumping: are Winnipeg residents losing faith in 311?

When it comes to cleaning up some of the city’s worst back lanes, a community advocate says calling 311 is getting people nowhere.

“The service we started to get through 311 just deteriorated massively,” said Sel Burrows.

The long-time community advocate believes dwindling call numbers reflect residents are losing faith in the service.

“It’s a silly thing,” he said. “You send in a report to 311 and you get a report back saying this will be dealt with in 20 business days. That doesn’t encourage you to call them at all.”

The number of 311 calls concerning the accumulation of garbage on private property and illegal dumping has dropped off significantly in 2022.

Last year only 2,136 calls were placed, down from 6,430 in 2021 – a decrease of more than 66 per cent.

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Burrows says what used to be a call that would result in action, now results in frustration, especially for low-income residents who may be using pay-as-you-go phones.

“As soon as it gets out that there is this long wait time, people in the inner-city stop calling 311. It becomes a negative instead of a positive city service.”

Trash in Winnipeg on Feb. 16, 2023. (Credit: CityNews/Morgan Modjeski)

Burrows believes if people are waiting weeks – as opposed to days – for intervention it discourages people from calling and makes the problem worse.

“If there’s no enforcement then they just continue to do it.”

City unsure why 311 calls are down

In a statement, the City of Winnipeg says it doesn’t have an exact reason as to why reports were down last year, but says it may be possible that property owners are taking more initiative to handle their garbage storage and disposal in compliance with the Neighbourhood Liveability By-law – without enforcement intervention.

The statement explained those calls only account for reports of garbage on private property and illegal dumping and while they may include instances where garbage has spilled into the alley, the city also “receives and responds to a variety of other reports of garbage, such as garbage or recycling improperly placed for pickup at the curbside or debris on the public right of way.”

The city says Community By-law Enforcement Services continues to respond to these reports and our enforcement officers, actively engage property owners using educational tools and processes, as well as compliance orders, penalties, and fines when necessary.

WATCH: ‘Worst’ back lane in Winnipeg

“They’re stressed to the limit so I can see why people are frustrated, I mean I’ve sat on hold with 311 for well over an hour,” said Brad Wallace, who lives in Garden City.

Wallace says he’s had some success using 311 over the last few years, noting while the service is great when it works – as it does reduce the hassle – an investment in the service would go a long way.

“If you can’t answer the phone in a timely manner, then you need to hire more people,” he said.