311 Atlanta: How to Use the City’s Non‑Emergency Help Line

If you live in or are visiting Atlanta, Georgia, you’ll see “311” mentioned on signs, city trucks, and sometimes on bills or notices. Atlanta 311 is the city’s non‑emergency customer service line—your main way to report issues, ask questions, and get information about city services without calling 911.

This guide explains what 311 Atlanta is, how it works, what you can report, and the best way to use it as an Atlanta resident, commuter, or visitor.

What Is 311 in Atlanta?

Atlanta 311 is the City of Atlanta’s centralized non‑emergency information and service request center.

It connects you with city departments such as:

• Department of Public Works
• Department of Watershed Management
• Atlanta Police Department (non‑emergency matters)
• Office of Code Enforcement
• Parks and Recreation
• Department of Transportation (ATLDOT)
• Other city offices that handle day‑to‑day services

Think of 311 as the front door for city services when there is no immediate danger to life or property.

311 vs. 911 in Atlanta

Use 311 for:

• City service issues
• Non‑urgent questions
• Nuisance concerns

Use 911 for:

• Crimes in progress
• Fire, smoke, explosions
• Medical emergencies
• Car crashes with injuries

If you’re unsure, many Atlantans call 911 for any immediate threat and 311 for everything else involving city services.

How to Contact Atlanta 311

You can reach Atlanta 311 in several ways:

1. By Phone

• Dial 3‑1‑1 from within Atlanta city limits
• If you’re outside city limits or on some cell networks, use:
  • Atlanta 311 main line: 404‑546‑0311

Typical business hours are daytime and early evening on weekdays, with some weekend coverage for certain services. Hours can change, so it’s wise to listen to the phone menu or recorded message for current information.

2. Online Service Requests

Atlanta offers online 311 request portals and forms you can access through the City of Atlanta’s official website. You can typically:

• Submit new service requests
• Check the status of existing requests
• Upload photos for issues like potholes, graffiti, or trash

Online options are useful if:

• You prefer not to call
• You want to submit requests after hours
• You need to attach pictures

3. In Person (for Certain Services)

You can often get help in person with city services at or through:

• City Hall
  55 Trinity Ave SW
  Atlanta, GA 30303

Front‑desk staff can usually direct you to the correct department and may guide you on how to file a 311‑type request.

What You Can Report or Request Through Atlanta 311

Atlanta 311 covers a wide range of everyday issues. Below are the most common types of requests residents ask about.

Sanitation & Trash Issues

You can use 311 to handle:

• Missed garbage pickup
• Recycling or yard trimmings not collected
• Bulk item pickup (e.g., appliances, furniture)
• Damaged or missing trash or recycling bins
• Overflowing public trash cans

Helpful to have ready:

• Your address
• Day of the week your trash is usually collected
• Description (e.g., “recycling not picked up on my street,” “cart broken lid”)

Streets, Sidewalks, and Traffic

311 can route requests to ATLDOT and related departments for:

• Potholes
• Broken or missing street signs
• Malfunctioning or damaged traffic signals
• Streetlight outages
• Damaged or obstructed sidewalks
• Roadway hazards (e.g., debris, downed trees blocking lanes)

For streetlights or traffic signals, you’ll want:

• Intersection or closest address
• Description of the problem (e.g., “light out” or “signal stuck on red”)

Water, Sewer, and Drainage

Requests are usually routed to the Department of Watershed Management:

• Water main breaks (non‑emergency situations)
• Sewer backups or overflows on public lines
• Flooding linked to city drainage systems
• Water quality concerns (e.g., cloudy water)
• Missing or damaged manhole covers or storm drains

⚠️ If you suspect a dangerous water or sewer emergency (like significant flooding threatening safety), you may need to call both Watershed and 911 for immediate hazard response.

Code Enforcement & Property Concerns

311 is commonly used for:

• Overgrown lots or excessive weeds on private property
• Abandoned or junk vehicles on private property
• Illegal dumping
• Unsafe or deteriorating structures
• Certain housing code concerns (such as severe disrepair in rentals)

These are typically routed to the Office of Code Enforcement for investigation.

Animal & Nuisance Issues

Some nuisance or animal‑related issues can begin with 311:

• Non‑aggressive stray animals (dogs, cats) in neighborhoods
• Ongoing noise complaints (loud parties, frequent disturbances)
• Repeated illegal parking on residential streets
• Concerns about public nuisances, like debris piles or frequent dumping

Aggressive animals or dangerous situations should be reported to 911.

Parks & Public Spaces

311 can connect you to Parks and Recreation or related departments for:

• Damaged playground equipment
• Broken benches, picnic tables, or fencing
• Issues at city parks, recreation centers, or public restrooms
• Trash or maintenance needs in parks

If you notice something hazardous (like sharp metal on equipment), you can also call 911 if there is an immediate safety risk, especially where children are playing.

Quick Reference: Common Atlanta 311 Requests

What Happens After You File a 311 Request?

When you contact Atlanta 311—by phone or online—here’s what usually happens:

1. You describe the issue
   Provide your address, cross street, and a clear description. Photos (online) can help.

2. 311 creates a service request
   You’ll usually receive a service request number or confirmation.

3. The request is routed to the correct department
   For example:

   • Pothole → ATLDOT
   • Trash → Public Works / Solid Waste Services
   • Sewer concern → Watershed Management
   • Overgrown lot → Code Enforcement

4. City staff review and schedule the work
   Response times vary depending on the problem’s urgency, location, and workload.

5. You can follow up

   • Use your service request number when calling 311 to check the status.
   • Many online systems also let you track progress.

If the issue is outside of the city’s responsibility (for example, on a state highway managed by the Georgia Department of Transportation), the city may redirect you or give you contact information.

Tips for Using 311 Effectively in Atlanta

A few simple practices can make your request more likely to be handled smoothly.

Give Clear Location Details

Include:

• Exact address or nearest street number
• Intersection (e.g., “Spring St NW & Ivan Allen Jr Blvd”)
• Nearby landmarks (parks, schools, large buildings)

This matters especially for issues along long streets like Peachtree St or major corridors like Ponce de Leon Ave.

Be Specific About the Problem

Instead of “trash issue,” try:

• “Recycling not collected on normal pickup day, bins still at curb”
• “Large pothole in right lane heading east, about 50 feet before the intersection”

Specific information helps the city send the right crew with the right tools.

Know When to Use 911 Instead

Use 911, not 311, when:

• You see a crime occurring
• There is active fire or visible smoke
• Someone is injured or needs medical help
• A vehicle crash involves injuries or major damage
• A situation is rapidly escalating and unsafe

If you call 311 by mistake for an emergency, you’ll likely be told to hang up and call 911 immediately.

Common Questions About 311 in Atlanta

Do I Have to Live in Atlanta to Use 311?

No. Anyone inside the City of Atlanta can call 311 about issues within city limits, whether you:

• Live here
• Work here
• Study at a local college or university
• Are visiting and notice a city issue (like a damaged sidewalk downtown)

Just remember: 311 only handles issues within the City of Atlanta’s jurisdiction, not neighboring cities like Decatur, Sandy Springs, or College Park.

Is There a Cost to Use 311?

No. 311 is free to call from most phones, though your phone carrier’s standard voice or data charges may still apply if you’re using mobile minutes or data.

Can I Make a Request Anonymously?

For many types of issues—especially code enforcement or nuisance complaints—you can often choose not to give your name. However:

• Providing contact information can help the city follow up if they need more details.
• Some request types may work more smoothly if staff can reach you.

If anonymity is important to you, mention this at the start of the call or in your online submission.

When Atlanta 311 Might Not Be the Right Place

There are some issues that 311 cannot resolve directly, including:

• Power outages → Usually handled by Georgia Power or other utilities
• School-related issues → Atlanta Public Schools or your specific school district
• State highways and interstate problems → Often Georgia Department of Transportation (GDOT)
• Federal matters (immigration, federal taxes) → Appropriate federal agencies

If you’re not sure who has jurisdiction, 311 can still be a useful first call—operators often provide general guidance or point you toward the correct agency.

Using 311 as Part of Everyday Life in Atlanta

For many Atlantans, 311 has become part of everyday city living:

• New residents use it to figure out trash pickup schedules or report missed service.
• Long‑time homeowners rely on it to address recurring potholes or problem properties.
• Renters and condo residents use it to report public right‑of‑way issues, like broken sidewalks or signage.
• Visitors might use it to report public safety hazards that are not emergencies.

If you notice something around the city that looks like it needs attention—but it’s not an emergency—311 Atlanta is usually the right place to start.