Next Steps

Hello, and thank you for contacting the Town of Niagara-on-the-Lake! 

Your service request has been successfully submitted and is now being processed by our team. Our Customer Experience Staff will review your submission and assign it to the appropriate department. 

What to Expect Next: 

Request Submitted: Within one business day, you will receive an email with your Service Request Number. Once you have this number, you can check the status of your request at any time: 

  • Online: Visit the Service Delivery Tracking System and enter your Service Request Number and email address for real-time updates. 

  • Email: Send us an email at info@notl.com, including your Service Request Number, and our team will gladly respond with an update. 

  • Phone: Call the Town Offices during regular business hours (Monday to Friday, 8:30 a.m. - 4:30 p.m.) at 905-468-3266. 

Request Opened: You will be notified by email once your request has been officially opened by the assigned staff. 

Work in Progress: You will receive an email update once work on your request begins. 

Request Completed: When your request is completed, you will receive a final email confirming the resolution. This email will also include a link to a satisfaction survey—we would greatly appreciate your feedback to help us improve our services! 

In some cases, the timing of requests progressing through our system depends on the nature of the request. More complex requests may take longer, while others may move more quickly. If you have any questions, concerns, or feel your request may have been overlooked, please contact one of our Customer Experience Representatives at info@notl.com or 905-568-3266 ext. 0, and they would be happy to assist you. Please note that not all requests will pass through every stage of the process, depending on the specifics. 

If you have any questions or need further assistance, please feel free to contact us at 905-468-3266 or info@notl.com. 

Thank you again for submitting your service request!