The Service Request Portal allows residents to submit requests, concerns, or inquiries online for review by City staff. The portal provides a convenient way to report issues, request services, and share information with the City anytime, from anywhere.
Online Service Request Portal - Report an Issue
Submit a service request online to report an issue, request a service, or share a concern with the City. Your request will be reviewed and directed to the appropriate department for action. Please provide as much detail as possible to help us process your request efficiently.
Have questions? Review the FAQ below for more information about submitting a request and tracking its status.
Personal information, as defined in the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), is collected under the authority of the Municipal Act, 2001, and in accordance with MFIPPA, for the purpose of administering online services and providing you with access to your City of St. Catharines accounts. Inquiries about the MFIPPA or the collection, use, and disclosure of this personal information may be directed to the Office of the City Clerk at clerks@stcatharines.ca or 905.688.5601, ext. 1517. Visit Privacy Policy | City of St. Catharines for more information.
Frequently Asked Questions
What is the Service Request Portal?
When should I call instead of submitting an online request?
Please call 9-1-1 for emergencies requiring immediate police, fire, or medical assistance.
For municipal inquiries related to urgent services for forestry, roads, water, sewers, or a vehicle is blocking access to your residence, contact the City at 905-688-5600 directly rather than submitting an online request.
What types of service requests can I submit?
The portal can be used to report a variety of municipal issues and service needs, including those related to roads, sidewalks, parks, by-laws, parking, trees, and other City services.
If you're unsure which service type to select, use the Service Request Not Listed and provide as much detail as possible and City staff will review your submission.
Do I need to create an account?
No, service requests are submitted without creating an account.
Why do I need to answer all the questions?
The information you provide helps City staff understand the issue, determine the appropriate service, and make informed decisions regarding your request.
Complete and accurate responses help us:
- Route your request to the correct department.
- Reduce delays in processing.
- Determine if additional investigation is required.
Incomplete information may result in delays or require City staff to contact you for clarification.
What information should I include in the additional details section?
Please provide:
- A clear description of the issue or request.
- Dates and times relevant to the issue.
- Any supporting information that may assist staff.
- Attach photos or documents, when available.
Why am I being asked for specific location details?
Questions within the form are designed to gather the information City staff need to properly review your request. Each answer helps us understand the circumstances, and nature of the issue so we can assess it effectively. Specific location details assist us in determining where the issue is based on the address and description of the location, such as in front of house, on the road, on the walkway etc.
The more detail you provide, the better equipped we are to respond.
Yes. Photos can help City staff better understand the issue and may assist with assessment, investigation, and resolution.
Please ensure uploaded photos are relevant to the request and clearly show the concern being reported.
How will I know if my request was submitted successfully?
After submitting your request, you will receive a confirmation message on the top of the screen and a service request number for future reference.
If you provide your email address on the contact information section of the service request, a confirmation email will be sent to the email address provided with the service request reference number for future reference.
What happens after I submit my request?
- Your request is received by the City.
- Staff review the information provided.
- The request is assessed and assigned to the appropriate department.
- Any necessary investigation or action is completed.
- The request status is updated or closed once reviewed.
What does each status on the request mean?
Active
Your request has been received and is awaiting review by City staff.
CF Triage
City staff are reviewing the information provided and determining the appropriate next steps. This status may display for the length of the service request, if the review is being done by an internal department via another application.
Under Review
Work is under way to investigate, respond to, or resolve your request.
Referred to External Agency
Your request has been forwarded to an external organization or agency that is responsible for reviewing or addressing the matter. Updates may be limited as the request is no longer under the City's direct control.
Work Order Created
The review or work associated with your request has been assigned to the appropriate department to action.
Closed
The request has been closed and no further action is required at this time.
How long will it take to receive a response?
Response times vary depending on the type of request, the complexity of the issue, and service demand. Some requests may require investigation, site visits, or coordination between multiple departments.
Submitting complete information helps us review your request as efficiently as possible.
Will I receive updates about my request?
Where available, updates may be provided through checking the portal or by email via the email address you provided during the service request submission. Service requests may only receive updates if additional information is required or once the request has been reviewed and a status change has been made to the service request.
What if I submit incorrect information?
If you realize information is incorrect after submission, please contact the City by phone at 905-688-5600 or email Citizensfirst@stcatharines.ca as soon as possible and provide your service request number, if available.
Not sure which service request type to select?
Choose the option that most closely matches your concern and provide as much detail as possible, including photos when available. If you cannot find a suitable category, select Other Issue and describe the concern. City staff will review your submission and direct it to the appropriate area for review.
Reports of emergencies or immediate threats to public safety should be directed to 9-1-1 and not submitted through the online portal.
For urgent road, water, sewer or access-related matters outside regular business hours, please call 905.688.5600 and press 0 to leave a message for the on-duty supervisor
| Service Request Type | Description |
|---|---|
| Animal By-law Service Request | Use this request to report concerns involving animals that may violate City by-laws, such as animal control issues, prohibited animals, animal-related nuisances, or property maintenance concerns involving animals. |
| Boulevard By-law Service Request | Use this request to report unauthorized use, alterations, obstructions, or maintenance concerns affecting the City-owned boulevard area located between the sidewalk and roadway. |
| Business Licence By-law Service Request | Use this request to report concerns about a business that may be operating without a required licence or may not be complying with business licensing requirements. |
| Election Sign By-law Service Request | Use this request to report election signs that appear to be placed in prohibited locations, abandoned, or otherwise not complying with City regulations. |
| Fence and Pool Enclosure By-law Service Request | Use this request to report concerns regarding pool enclosures, gates, or other safety requirements that may not comply with City regulations. |
| Long Grass and Weeds By-law Service Request - Private Property | Use this request to report long grass, excessive weeds, or unmanaged vegetation on private property. |
| Flyers / Handbill Deliveries By-law Service Request | Use this request to report concerns regarding the delivery or distribution of flyers, handbills, or promotional materials that may not comply with City regulations. |
| Hawkers and Peddlers By-law Service Request | Use this request to report individuals selling goods or services door-to-door or from temporary locations where licensing or by-law compliance may be a concern. |
| Short-Term Rental By-law Service Request | Use this request to report a property that may be operating as an unlicensed or unauthorized short-term rental. |
| Short-Term Rental Violation - Service Request | Use this request to report concerns involving the operation of a short-term rental, including occupancy, parking, noise, property maintenance, or other by-law violations. |
| Noise By-law Service Request |
Use this request to report excessive noise that may violate the City's Noise By-law, including loud music, parties, construction activities, or other disturbances. Please review our Noise Complaint Evidence Documentation form for some important information required to support the investigation of noise complaints. |
| Property Standards By-law Service Request | Use this request to report concerns about the maintenance, safety, or condition of a property, building, structure, yard, or lot that may not meet City property standards. |
| Public Space Use By-law - Encampment - Service Request | Use this request to report an encampment or unauthorized occupation of public space that may require review under the City's Public Space Use By-law. |
| Road Occupancy By-law Service Request | Use this request to report unauthorized use or occupation of a roadway, boulevard, sidewalk, or other City right-of-way. |
| Sign By-law Service Request | Use this request to report signs that may not comply with City regulations regarding placement, size, condition, visibility, or required permits. |
| Vacant Building By-law Service Request | Use this request to report concerns about a vacant building, including security, property maintenance, damage, or potential safety issues. |
| Vital Services By-law Service Request | Use this request to report concerns regarding the lack of essential services within a residential rental property, such as heat, electricity, water, or hot water. |
| Waste By-law Service Request | Use this request to report concerns regarding garbage, refuse, waste storage, waste accumulation, or improper disposal occurring on private property. |
| Zoning Land Use By-law Service Request | Use this request to report concerns regarding how a property or land is being used that may not comply with the property's zoning designation or permitted land uses. |
| General By-law Inquiry / Concern Service Request | Use this request if you have a by-law-related question or concern and are unsure which category applies. Provide as much detail as possible and staff will review and direct your inquiry to the appropriate area. |
Garbage, Graffiti and Property Issues
| Service Request Type | Description |
|---|---|
| City Property Encampment Inquiry / Report | Use this request to report an encampment located on City property. |
| Storm Related Garbage / Debris | Use this request to report garbage, litter, debris, and materials on City property from a storm related event. |
| Graffiti | Use this request to report graffiti on City property or other locations where City assistance may be required. |
| Roadway Garbage Inquiry | Use this request to report garbage or debris located directly on a roadway that may affect traffic or public safety. |
Parks, Facilities and Public Spaces
| Service Request Type | Description |
|---|---|
| Boulevard Concern | Use this request to report damage or maintenance concerns involving the grassed area between the road and sidewalk. |
| City Facility - Water Damage | Use this request to report water damage within a City-owned building or facility. |
| Cemetery Grave Concern | Use this request to report concerns regarding a grave or burial site within a City-owned cemetery. |
| Construction Projects - General Information | Use this request if you have questions about a City construction project. |
| Splash Pad Concern | Use this request to report issues with a City splash pad, including operation, maintenance, or safety concerns. |
Parking Services - Non-Urgent Concerns
Urgent Parking Issues
Important: If your parking concern requires an immediate response outside of regular business hours (weekdays before 8:30 a.m., after 4:30 p.m., or anytime on weekends), please do not submit this form. For urgent parking matters, call 905-688-5600 and follow the prompts for assistance.
Non-Urgent Parking Concern Submission
Please use this form to report parking issues or concerns that do not require immediate attention. Submissions are reviewed during regular business hours (Monday to Friday, 8:30 a.m. to 4:30 p.m. excluding holidays) - Please note: Processing / response times may vary depending on the nature of the parking issue / concern.
| Service Request Type | Description |
|---|---|
| Parking Services Issue / Concern |
Use this request for concerns, or requests related to City parking services. Examples include parking permits, municipal parking lots, parking meters, payment options, parking restrictions, parking tickets, or other City parking-related matters.
|
| Service Request Type | Description |
|---|---|
| Public Garbage Bin Inquiry / Concern | Use this request to report a public garbage bin on City property that is overflowing, damaged, vandalized, missing, requires cleaning, or is creating another concern. Please provide the garbage bin type, nearest address, park name, trail, or landmark to help staff locate the bin. |
Roads, Traffic and Transportation
| Service Request Type | Description |
|---|---|
| Accident Cleanup | Use this request to report debris or materials left on City property following a vehicle accident. |
| Asphalt Line Painting - Roads and Parking Lots | Use this request to report faded or missing road markings, parking lines, crosswalk markings, or other pavement markings on City roads and City owned parking lots. |
| Transportation Bridge Issue | Use this request to report damage, safety concerns, or maintenance issues involving a City-owned bridge. |
| City Road - Sink Hole | Use this request to report a sink hole, large depression, or area of collapsing pavement on a City road. |
| Guard / Guide Rail Inquiry | Use this request to report a damaged roadside guardrail or a concern about roadway safety barriers. |
| Pothole Complaint | Use this request to report a pothole on a City road. |
| Road Closure / Barricades | Use this to request road closures, barricades, detours, or traffic control devices. |
| Roadside Issue | Use this request if you notice a problem along the side of a City road and are unsure which category to choose. Examples may include erosion, hazards, obstructions, damaged shoulders, or other roadside concerns. |
| Roadside Mowing / Weeds Request | Use this request to report long grass, weeds, or vegetation along a City roadside that requires maintenance. |
| Spill on City Road | Use this request to report active oil, fuel, chemicals, or other substances spilled on a City road. |
| Street Sweeping / Cleaning | Use this to request street sweeping or report a roadway that requires cleaning. |
| Traffic Sign Inquiry | Use this request to ask a question or report a concern about a traffic sign. |
| Traffic Sign Missing or Damaged | Use this request to report a traffic sign that is missing, damaged, knocked down, blocked from view, or difficult to read. |
| Service Request Type | Description |
|---|---|
| Sidewalk Inquiry/Concern | Use this request to report a damaged, uneven, blocked, or unsafe sidewalk. |
| Walkway/Pathway Concern/Inquiry | Use this request to report concerns with a City-owned trail, pathway, or walkway. |
| Service Request Type | Description |
|---|---|
| Street Light Concern | Use this request to report a street light that is not working, flashing, staying on during the day, damaged, leaning, missing a pole cover, or creating another safety concern. Please provide the nearest address, intersection, or pole number if available. |
Trees, Forestry and Vegetation
| Service Request Type | Description |
|---|---|
| Broken Tree Limb | Use this request to report a broken or hanging tree branch that may pose a safety concern. |
| Tree Branch / Limb Pickup | Use this request to report a fallen branch or limb on City property that requires removal. |
| New Tree Request | Use this request to request consideration for a new tree on City property. |
| Noxious Weeds in City Park | Use this request to report harmful, invasive, or dangerous weeds in a City park. |
| Tree Stump Removal | Use this request to report a tree stump on City property that may require removal. |
| Tree Damage | Use this request to report damage to a City-owned tree caused by weather, vehicles, construction, or other factors. |
| Tree Inspection Request | Use this request if you are concerned about the health, condition, or safety of a City-owned tree. |
| Tree Removal | Use this request to request review of a City-owned tree that may need to be removed. |
| Tree Trimming | Use this request to request trimming or pruning of a City-owned tree. |
| Watercourse (Creeks and Rivers) Trees and Vegetation | Use this request to report concerns about trees or vegetation near a creek, stream, pond, or watercourse on City property. |
Street snow removal timelines:
- Primary Roads: within four hours of snow reaching 2.5 cm
- Main and Designated Secondary Roads: within eight hours of snow reaching 5 cm
- Secondary Through Roads: within 24 hours of the end of snowfall, if snow reaches depth of 8 cm
- Secondary Cul-de-sacs: within 36 hours of the end of snowfall, if snow reaches 8 cm
Residential roads are not maintained to a bare pavement condition. They are plowed and sanded as necessary to provide safe travel. They are only serviced after the Priority Roads, Main Roads and Designated Secondary Roads have been cleared to an acceptable level.
Where's My Plow? | City of St. Catharines
Winter Parking | City of St. Catharines
Please note: sidewalks in front of residential properties are required to be cleared within 24 hours of the end of snowfall by property owners. Additionally, the City does not revisit streets to clean up driveway swales.
Snow removal around Canada Post mailboxes: Canada Post is responsible to clear snow around their post boxes and community mailboxes. You can request snow clearance online via the Canada Post website.
|
Service Request Type |
Description |
|---|---|
| Winter City Sidewalk Clearing | Use this request to report snow or ice on a sidewalk maintained by the City. Learn more Sidewalk Snow Removal | City of St. Catharines |
| Winter Control Concern | Use this request to report concerns about snow plowing, salting, or sanding on City roads. Learn more Snow Removal Process | City of St. Catharines |
| Winter Snow and Ice Control | Use this request to report snow or ice concerns on City property. Learn more Snow Removal | City of St. Catharines |
| Snowplow Damage | Use this request to report damage caused by City snow removal operations. Learn more Snow Removal | City of St. Catharines |
Water, Wastewater and Drainage
| Service Request Type | Description |
|---|---|
| Adjust Water Valve on Driveway, Grass or Sidewalk | Use this request to report a water valve or curb box that is sticking up, sunken, or not level with the surrounding ground. |
| Backflow Program Inquiry | Use this request if you have questions about the City's Backflow Prevention Program. |
| Book Hydrant Fire Flow Test | Use this request to schedule a fire hydrant flow test. |
| Book Hydrant Flow Test | Use this request to schedule a hydrant flow test for construction, engineering, or insurance purposes. |
| Catch Basin Maintenance | Use this request to report a blocked or damaged Catch Basin that collects rainwater. |
| City Ditch Maintenance | Use this request to report a roadside ditch that requires cleaning or maintenance. |
| Culvert Maintenance (Clearing / Thawing) | Use this request to report a blocked, frozen, or damaged culvert beneath a road or driveway. |
| Discoloured Water | Use this request if your tap water is brown, yellow, cloudy, or appears discoloured. |
| Flooding | Use this request to report flooding on a City road, sidewalk, park, or other City property. |
| Frozen Water / Pipe Service | Use this request to report frozen water service from the City side affecting your property. |
| Storm High Water Levels | Use this request to report unusually high-water levels in a creek, river, pond, or watercourse. |
| Hydrant Damage | Use this request to report a damaged fire hydrant. |
| Hydrant Leaking | Use this request to report water leaking from a fire hydrant. |
| Low Water Pressure | Use this request if you are experiencing unusually low water pressure. |
| No Water | Use this request if your property has no water service. |
| Storm Odour | Use this request to report unusual smells coming from City property, drainage systems, or municipal infrastructure. |
| Sanitary Flooding | Use this request to report sewage backup or flooding caused by the sanitary sewer system. |
| Sanitary Manhole Cover Repair / Replacement | Use this request to report a missing, damaged, loose, or unsafe sanitary manhole cover. |
| Sanitary Sewer Camera Inspection Request | Use this request to request a camera inspection of a sanitary sewer service. |
| Sewer Manhole Cover Inquiry | Use this request to report concerns regarding a sewer manhole cover. |
| Sewer Odour / Drain Odour | Use this request to report sewer smells coming from a manhole, drain, or municipal sewer system. |
| Storm Drain Maintenance | Use this request to report a blocked or damaged storm drain. |
| Valve Inspect / Investigate | Use this request to report concerns about a water valve or curb box that may require inspection. |
| Valve Lower / Raise to Grade | Use this request to report a water valve or curb box that is too high or too low compared to the surrounding ground. |
| Water Taste / Odour | Use this request if your drinking water has an unusual taste or smell. |
City Operations and General Inquiries
| Service Request Type | Description |
|---|---|
| City Vehicle Issue and Concern | Use this request to report concerns involving a City-owned vehicle. |
| Other Issue | Use this request if you cannot find a service request category that matches your concern. Provide as much detail as possible and City staff will review and direct your request to the appropriate area. Providing your email on the contact section of this service request will assist if staff need to reach out for further details to assist with properly reviewing your request. |
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