File #: Int 0800-2026    Version: * Name: Requiring the 311 customer service center to redirect requests for service or complaints to the appropriate agency.
Type: Introduction Status: Committee
Committee: Committee on Technology
On agenda: 3/26/2026
Enactment date: Law number:
Title: A Local Law to amend the administrative code of the city of New York, in relation to requiring the 311 customer service center to redirect requests for service or complaints to the appropriate agency
Sponsors: Lynn C. Schulman
Council Member Sponsors: 1
Summary: 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.
Attachments: 1. Summary of Int. No. 800, 2. Int. No. 800, 3. Memorandum in Support, 4. March 26, 2026 - Stated Meeting Agenda

Int. No. 800

 

By Council Member Schulman

 

A Local Law to amend the administrative code of the city of New York, in relation to requiring the 311 customer service center to redirect requests for service or complaints to the appropriate agency

 

Be it enacted by the Council as follows:

 

Section 1. Subdivision b of section 23-306 of the administrative code of the city of New York, as amended by local law number 13 for the year 2025 and paragraphs 1, 2, and 3 of such subdivision as added by such local law, is amended to read as follows:

b. The 311 customer service center shall send a customer satisfaction survey to any individual who submits a request for service or complaint to the 311 customer service center after such request for service or complaint has been designated as resolved, complete, or closed by the agency to which such center referred such request or complaint. The 311 customer service center shall send such survey to the email address or mobile phone number such individual provided to such center at the time the individual submitted the request for service or complaint. The survey shall provide, at minimum, the ability for the individual:

1. To request that the request for service or complaint be reopened, provided the 311 customer service center shall [forward]:

(a) Reevaluate which agency has jurisdiction over the request for service or complaint, involving, at a minimum, asking the individual who submitted the request for service or complaint for additional details regarding the request for service or complaint and the agency to which such center initially referred the request for service or complaint for additional details regarding resolution, completion, or closure of the request for service or complaint; and

(b) Forward any such request to reopen to the agency determined to have jurisdiction under subparagraph (a) of this paragraph, except that where such agency is different from the agency to which such center initially referred [such] the request for service or complaint such center shall reopen the request for service or complaint, forward the request for service or complaint to the agency determined to have jurisdiction under subparagraph (a) of this paragraph, and indicate reopening of the request or complaint in accordance with the process set forth in paragraph 4 of subdivision b of section 23-315;

2. To evaluate the individual’s satisfaction with the agency’s response; and

3. To provide written feedback on the resolution of the request or complaint by such agency.

§ 2. Chapter 3 of title 23 of the administrative code of the city of New York is amended by adding a new section 23-315 to read as follows:   

§ 23-315 Redirection of 311 requests for service or complaints. a. If an agency that receives a request for service or complaint through the 311 customer service center is unable to take action on such request for service or complaint due to a lack of jurisdiction, the agency shall close the request for service or complaint and provide a statement of lack of jurisdiction to the 311 customer service center.

b. Upon receiving such statement, the 311 customer service center shall:

1. Reopen the request for service or complaint;

2. Reevaluate which agency has jurisdiction to address the request for service or complaint, involving, at a minimum, asking the individual who submitted the request for service or complaint for additional details regarding the request for service or complaint and the agency to which such center initially referred the request for service or complaint for additional details regarding the agency’s lack of jurisdiction;

3. Forward the request for service or complaint to the appropriate agency; and

4. Indicate in the description of the action taken on the request for service or complaint that such center has reopened the request for service or complaint, that such center has reevaluated which agency has jurisdiction to address the request for service or complaint, and the name of the agency to which such center forwarded the request for service or complaint.

§ 3. This local law takes effect 180 days after it becomes law.

TBM

LS #20827

01/05/2026 9:26 AM