When should you call 311 instead of 911 in New York City?
911 is for emergencies involving an immediate threat to life, safety or property, while 311 handles non-emergency city services and complaints, such as noise, illegal parking or building conditions. Using the wrong number can delay emergency response or clog city service lines.
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How it works
A caller reaching 911 speaks with a dispatcher who sends police, fire or emergency medical services based on the situation described. A caller reaching 311 is routed to information or a complaint intake for city agencies, and many 311 requests can also be submitted online or through an app.
Commonly mixed up with
Non-urgent complaints are sometimes called in to 911 out of habit. Routing non-emergencies through 311 keeps 911 lines available for genuine emergencies.
When should you call 311 instead of 911 in New York City?
| Knowledge, New York | Big city topics |
|---|---|
| Short answer | 911 is for emergencies involving an immediate threat to life, safety or property, while 311 handles non-emergency city services and complaints, such as noise, illegal parking or building conditions. Using the wrong number can delay emergency response or clog city service lines. |
| How it works | A caller reaching 911 speaks with a dispatcher who sends police, fire or emergency medical services based on the situation described. A caller reaching 311 is routed to information or a complaint intake for city agencies, and many 311 requests can also be submitted online or through an app. |
| Commonly mixed up with | Non-urgent complaints are sometimes called in to 911 out of habit. Routing non-emergencies through 311 keeps 911 lines available for genuine emergencies. |
| Last reviewed | 2026-08-08 |
Short questions
- What counts as a 911 emergency?
- Situations with an immediate threat to life, safety or property warrant a 911 call.
- What does 311 handle?
- 311 handles non-emergency complaints and city service requests, such as noise or sanitation issues.
- Can 311 requests be made online?
- Yes, many 311 services are also available online or through a mobile app.
- Is 311 available at all hours?
- 311 phone service in New York City operates continuously.
- Where is current guidance published?
- NYC.gov and the NYPD publish guidance on when to use 911 versus 311.
Sources
More in this track
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