City launches new Service Request Portal to help residents report and track issues online

The City is making it easier for residents to report issues and request City services online with the launch of its new Service Request Portal.

The new portal – which can be accessed at stcatharines.ca/reportanissue - replaces the City’s existing Report an Issue online form, giving residents a more streamlined way to let the City know when something needs attention.

Residents can use the Portal to submit a variety of requests related to City services, including concerns with roads, parks, trees, signs, property standards and more. The portal guides users through submitting the information needed for their specific request, helping ensure it reaches the appropriate City staff with the details needed to respond. It also provides an opportunity for residents to track the progress of their submission.

“The new Service Request Portal gives residents another convenient way to connect with the City and get the services they need,” said Corporate Information Officer Nathan Kamyab. “By connecting online requests directly with the systems we use every day, we can create a more seamless experience for residents while continuing to deliver responsive, efficient service.”

The portal is part of the City’s implementation of Cityworks, a system introduced across the organization earlier this year to manage service requests, work orders and City assets. Requests submitted through the portal will flow directly into the new system, creating a more seamless connection between residents reporting an issue and the staff responsible for addressing it.

The Service Request Portal is available online 24 hours a day for non-urgent requests. Residents can also continue to contact Citizens First at 905.688.5600 or visit City Hall for assistance with City services. Urgent matters related to roads, water or sewers should continue to be reported by phone to Citizens First.