Taxi bill of rights outlines shared responsibilities

Safe and convenient taxi service is part of our commitment to keeping Calgarians on the move. The Passenger and Driver Bill of Rights outlines the shared responsibilities of both driver and passenger to help ensure this commitment is met.

View an enlarged image of the sticker.

“The Passenger and Driver Bill of Rights promotes a common understanding between passengers and drivers, each of whom have obligations during the course of a trip,” says Mario Henriques, chief livery inspector.

"Clearly outlining both parties’ roles and responsibilities will hopefully reduce potential misunderstandings and improve the taxi experience for all.”

Coming soon to a taxi near you

By September 1, 2015, all 1,659 taxis currently operating in Calgary will display the bill of rights in their vehicles.

“Safety, convenience and respect all contribute to a positive taxi experience,” says Henriques. “We work hard to provide this assurance through regulation of the taxi industry on behalf of all Calgarians – drivers and passengers alike.”

Submit concerns online or through 311

We are always seeking feedback on the taxi experience so we can recognize areas of excellence and address areas of concern. Please submit your comments, compliments, questions or concerns online through the 311 app or by visiting www.calgary.ca/taxi.

Calgarians and visitors rely on the taxi service as a year-round mode of transportation and last year, more than 8 million taxi trips were taken. More about taxis and limousine services in Calgary.

Submitted by Jennifer de Vries on behalf of Animal &Bylaw Services

City is prepared to accommodate displaced Calgarians

The City of Calgary is prepared to respond to any emergency situation and the Calgary Emergency Management Agency (CEMA) assists in coordinating our response to large incidents where many internal and external service providers are engaged.

While our top priority during any response is public safety, we're also focused on ensuring that citizens who have been displaced from their homes during an event have safe, alternative accommodations.

Following the utility fire which affected parts of the downtown core, The Calgary Hotel Association, working with hoteliers, helped CEMA coordinate alternative accommodation for those with no other option. To date, approximately 250 rooms have been made available to those who were displaced.

As this temporary lodging is limited and affected by a variety of factors, CEMA, along with various partner agencies including The Canadian Red Cross and The Calgary Stampede, have established a group lodging facility at the Big 4 Building at Stampede Park.

Impacted residents who require more information regarding the support services available are asked to visit an Information Centre at Mewata Armoury (801 11 St. S.W.). This centre is open daily from 11 a.m. to 9 p.m.

ENMAX crews continue to work around the clock and remain on schedule, with a full restoration of power to the affected area expected on Thursday.

Please visit Calgary.ca for the latest information on the downtown power outages.

Cultural Transformation - focusing on outcomes for citizens

After two years, 200 sessions and 6,000+ engagements with City staff, Council and citizens, the Cultural Transformation Project has wrapped up.

Due to your generosity, we have documented a great deal of information to support our understanding that we are at our best when we are:

• Focused on outcomes for citizens, and
• Working together – with team members, across silos and with citizens.

Both of these cultural strengths were embedded into City Manager Jeff Fielding’s recent presentation to Council, titled Together, We are Calgary.



“It has been an absolute privilege to learn from our colleagues about who we aspire to be and, to also be honest about what stops us from working together or focusing on outcomes," says Beth Gignac, project lead. "Now that we have that knowledge, it’s time for each of us to be take our individual responsibility seriously and implement what we know into our systems and day-to-day work."

Accountability for coaching the implementation of our culture throughout our organization will soon transfer to Human Resources and examples of collaborative initiatives taking place with our front line operations staff in Parks, Roads, Waste & Recycling, and Water are being celebrated and shared.

“There is still a lot of work to be done and everyone who has contributed their ideas to the project has provided the blueprint for the way we will work together moving forward,” Gignac adds. “If anyone is interested in learning more or joining one of the communities of practice we've helped put in place I hope they won’t hesitate to contact me directly."

The Cultural Transformation Project was the largest staff engagement in The City’s history. On behalf of our organization and each participant, the team was honoured to receive the Platinum Facilitation Impact Award from the International Association of Facilitators, as well as Organization of the Year from the International Association of Public Participation.

Infographic: 2014 September Snow Storm & Tree Debris Clean Up

High-resolution version here.

For more information visit calgary.ca

Tree debris collection and disposal options

There are many options available to Calgarians for tree debris collection and disposal:

1) It is recommended that citizens visit a City landfill as landfill operations are best equipped to deal with all sizes of tree debris. All three City Landfills will accept tree debris from 7:30 a.m. to 7:30 p.m. Garbage and recyclables will only be accepted up to 5 p.m. Tipping fees continue to be waived for all tree debris that is not mixed with other garbage. Landfills are not experiencing line-ups at this time.

2) Citizens can access all 33 of The City’s leaf & pumpkin drop-off locations to dispose of tree debris. Please ensure that you dispose of manageably-sized tree branches to ensure your safety and the safety of those picking the loads up from the depots. Depots are accessible 24hrs a day however; a City staff member is on-hand at most depots during regular working hours (between 7 a.m. and 6 p.m.) to assist citizens with unloading their debris.

Example of stacked branches beside blue & black carts

3) Citizens can stack tree debris as close to the edge of their property without impeding roads, pathways or sidewalks. This includes:

• Stacking branches neatly where you normally place your black and blue carts (front roadways or in back alleys/laneways). Please note that tree debris will not be picked up at the same time as your residential garbage/recycling pick up as pick up of tree debris needs to remain ‘clean’ and will require specialized equipment.
• Stacking branches neatly and placing on your front yard or driveway, near the sidewalk but not impeding access is acceptable.
• Stacking branches neatly on a residential boulevard or median - not impeding access to adjacent roadways or sidewalks is acceptable. Please be mindful of risks associated with adjacent traffic activity if using this option.
• Stacking branches neatly in back lanes or alleyways - not impeding access to roads or walkways is acceptable.

Example of stacked branches on residential boulevard

Ideally, stacked tree branches are no more than 4ft in length. However, the City appreciates the efforts and cooperation of citizens and the collection and stacking of branches in any of the above mentioned scenarios is appreciated.

Please be patient as City crews will take some time to get around to all areas of the city. Ideally and if citizens are able, preference is for collected branches to be brought directly to the City landfills and secondly, to one of the 33 leaf and pumpkin drop-off locations.

Thanks to everyone for pitching in to clean up our city.

Managing tree debris: parks, homes and collection

Calgarians continue to Pick Up, Pitch In and Pull Together since the tree cleanup began last week. We’re seeing amazing community spirit as Calgarians help out their neighbours to clear away the debris from the storm while City crews respond to over 3,000 tree emergencies.



Avoid parks and pathways
We realize the weather is nice and people want to get outdoors. However, our staff have not had time to complete safety assessments of many areas. As a result, we are asking Calgarians to please avoid using parks and pathways with mature trees.

Please respect signage in parks informing Calgarians of closures, look for hazards around trees, and stay away from trees that could pose a threat to your safety.

For more information, check our list of open parks and pathways and connect with facility bookings for status on event bookings in parks.

City Links

To assist Calgary’s vulnerable population, we expanded the City Links program, which helps low income seniors with home maintenance. The program now also offers assistance with cleaning up tree debris. Since Friday we have received 392 calls for assistance, 100 of which have been received just today.

If you have a senior family member, a friend, or a neighbour with a disability, who requires additional support in the clean up process, please access this program.

Where to put tree debris
There are many options available to Calgarians for tree collection and disposal. It is recommended that citizens visit a City landfill as landfill operations are best equipped to deal with all sizes of tree debris. Citizens can also access all 33 of The City’s leaf & pumpkin drop-off locations to dispose of tree debris. As well, citizens can stack tree debris as close to the edge of their property without impeding roads, pathways or sidewalks.

• Stack branches neatly where you normally place your black and blue carts (front roadways or in back alleys/laneways). Please note that tree debris will not be picked up at the same time as your residential garbage/recycling pick up as pick up of tree debris needs to remain ‘clean’ and will require specialized equipment.
• Stack branches neatly and placing on your front yard or driveway, near the sidewalk but not impeding access is acceptable.
• Stack branches neatly on a residential boulevard or median - not impeding access to adjacent roadways or sidewalks is acceptable. Please be mindful of risks associated with adjacent traffic activity if using this option. 
• Stack branches neatly in back lanes or alleyways - not impeding access to roads or walkways is acceptable.

Ideally, stacked tree branches are no more than 4ft in length. However, the City appreciates the efforts and cooperation of citizens and the collection and stacking of branches in any of the above mentioned scenarios is appreciated. Please be patient as City crews will take some time to get around to all areas of the city. Ideally and if citizens are able, preference is for collected branches to be brought directly to the City landfills and secondly, to one of the 33 leaf & pumpkin drop-off locations.

Please do NOT bring garbage or plastic bags to the leaf and pumpkin drop-off locations. Paper bags can be composted or mulched along with the tree material.

Regular collection of blue, black and green carts will resume tomorrow. We couldn’t reach all streets and lanes last week as some were blocked by downed branches. Tree debris will not be collected as part of residential collection. Please do not put branches or other tree debris in your blue or black carts.

There is a lot of work left to be done and many City parks still pose potential hazards for the public. The incredible job of cleaning up will continue for City crews, partner agencies, and many Calgarians for some time.

Thanks to everyone for pitching in to clean up our city.

Citizens in Action – Calgary cleanup & safety after the storm

Many Calgarians picked up, pitched in and pulled together to help their friends and neighbours clean up tree debris this weekend.

As of noon Sunday, The City’s 33 Leaf & Pumpkin community drop-offs and our three landfills received five million kilograms of tree debris combined.

“It’s great to see Calgarians taking advantage our extended landfill hours and the early opening of the community depots,” said Dave Griffiths, The City’s Director of Waste & Recycling Services.

“All throughout Calgary our crews have witnessed citizens helping out. Whether it’s lending a truck, or trimmers or saws, every bit helps.”



Parks Operations Manager, Todd Reichardt echoed Griffiths’ comments “Clean up going to take some time and we thank Calgarians for their patience. On average, The City prunes 30,000 trees a year. We have more than 500,000 public trees in Calgary, and they all require assessment.”

Parks crews continue to remove hazards and debris to ensure public safety and accessibility, and all regional parks and pathways remain closed until further notice.

The City has also temporarily expanded the City Links program to assist with clean up efforts for seniors and those who are physically unable to deal with extensive tree damage on their properties. Contact 311 and ask for the "Seniors Home Maintenance" or fill out an online service request.

Restoring your home’s electricity

Has power been restored to your neighbourhood after this week’s storm, but you still don’t have electricity?

Your ‘service masthead’ may have been damaged. This is the part of the electrical connection on your house that connects to the main overhead power lines.

If your home’s service masthead is damaged, you will need to hire a qualified electrician to make electrical repairs to your home before ENMAX can restore power.

You can use the local listings or get a referral to find an electrician and make sure they have a City of Calgary business license (contact 311 to verify), who will obtain electrical permits on your behalf.

The City works closely with ENMAX to restore power to residential communities as quickly as possible. A qualified electrician can pull permits without delaying repairs to your property by applying online before work begins or the following business day.

Visit Calgary.ca for more information on restoring your home’s electricity.

Update on City response to September snow event

With power now restored to the majority of Calgarians and tree cleanup well underway, The City continues to work on the aftermath of an early snowfall.

Remaining Power Outages
Crews have worked quickly to restore service to as many as possible and are pleased to report that currently the power only remains off for approximately 1,800 customers. ENMAX is working directly with impacted households to restore service. Safety remains the priority concern and houses cannot be re-energized unless it is safe to do so. Additional crews from Edmonton service areas and contractors arrived Thursday to provide extra support to Calgary operations.

If power to an area has been restored but individual households still do not have service, repairs may be required to the individual connection point on the home itself.

Calgarians with a damaged connector (also called a “service masthead”) on their home need to hire a qualified tradesperson to complete repairs. Contractors are able to quickly apply for all necessary permits to get customers connected without delay. Calgarians remain responsible for ensuring all proper permits are obtained and should ensure their contractor has applied for the proper permits. This can be verified by contacting 311 or 403-268-5311. More information is available on Calgary.ca.

Trees and debris
Since September 9, approximately 3,830 tree emergencies were reported to 311 on both private and public property. The City remains focused on clearing those trees damaged prior to assessing any longer term impacts.

We are asking for the patience of all Calgarians as we continue cleanup efforts. The City also asks citizens to help friends and neighbours with their cleanup on private property if it is safe to do so and within their physical abilities. Please be safe when assisting others. Wear appropriate safety gear and call for help if downed branches or trees are near a power line. If it’s safe to do so:

• Collect and take tree debris directly to any of The City’s three City landfill sites and it will be accepted at no charge. The City will be mulching the debris for future use.
• Debris should be cut into no more than four foot lengths and stacked as neatly as possible close to where regular cart collection would take place. Do not block lanes, roads or sidewalks.
• Do not put branches and tree debris into black and blue collection carts. This debris clearing will operate as a separate program than regular cart collection. Put branches beside your black and blue carts.

When contacting 311, use an online solution if possible to avoid long wait times. Fill out the online form for fallen trees or download the City’s 311 mobile app for iPhone and Android to report a concern.

Residents who have already contacted the City with a tree-related complaint and nothing has changed, should avoid calling back. If a situation changes and poses an immediate danger, please call 911.

Impacted City Recreation Facilities
Recreation staff worked diligently through the day and evening to address issues at eleven arenas, aquatic facilities and Wildflower Arts Centre which were closed until Wednesday. All impacted facilities have now re-opened. Debris is also being picked up at City-operated golf courses that we aim to begin re-opening this weekend. Recreation operated athletic parks remain closed due to fallen trees and wet conditions and will be re-opened as debris is removed and conditions improve. Check our recreation facility status tool for the current status of all recreation facilities.

Due to the current closure of some City parks and pathways, outdoor events planned for this weekend may need to be relocated or cancelled. The City will continue to work with event organizers to advise of any impacts to public events.

More information updates are available at www.calgary.ca.

Tips for power interruptions

The City of Calgary continues to respond to the effects of the recent heavy snowfall. Public safety is our top priority.

Some Calgarians remain without power, and ENMAX is working quickly to restore power to affected areas. Debris from broken trees is still present and City crews are working throughout the night to clean up.

If you or someone you know is still experiencing a power outage, please consider some of the following:

• For emergency or life threatening situations - call 911
• For non urgent health advice call Health Link Alberta at 1 866 408 5465.
• Turn off or disconnect any appliances or electronic equipment you were using at the time of the outage.
• Keep one light switched on so you know when the power comes back on.
• Think safety! Do not use any gas or charcoal BBQs or devices as they can cause an increase of Carbon Monoxide gas which can result in serious and life threatening illness.
• The indoor use of candles should be avoided. Battery operated lights provide a better and safer light source.
• Generators should not be used indoors. Converse heat by keeping windows and doors closed, and paying special attention to young children, the elderly, and those with chronic medical conditions.
• With temperatures expected to hover just below 0 degrees Celsius, often wearing a hat or sweater and use of a blanket can provide enough warmth to keep you comfortable.
• Use of a battery-powered or hand-crank radio can keep you informed of important updates.
• Keep your freezer and refrigerator doors closed to keep food cold for many hours. Most food will keep in the refrigerator for up to 24 hours. Dairy products should be discarded after six hours. Items in the freezer will last 12 to 48 hours, depending on how full the freezer is and what kinds of food are stored inside.

Updates on ENMAX outages can be found at www.enmax.com/outages. City service updates can be accessed through www.calgary.ca.

Snowfall tree debris management

Recent snowfall has caused damage to many trees throughout the city, leaving tree debris on both private property and City property.

All three City landfills – Spyhill, Shepard and East Calgary – are accepting tree debris from the snowstorm at no charge until further notice. Customers arriving at the scalehouse should identify that they are bringing tree debris and must not mix the debris with any other waste material for it to be accepted free of charge.

Beginning Saturday, September 13, citizens can also access all 33 of The City's leaf and pumpkin drop-off locations to dispose of damaged tree limbs.

Alternatively, tree debris can be cut into 4-foot pieces in length and stacked beside waste and recycling carts to be picked up with regular collection or at a later date, depending on our resources.

To help keep regular garbage and recycling pickup on schedule, and to avoid damaging City equipment, we ask that Calgarians do not put tree debris in their blue, black or green carts.

Calgarians may notice a disruption with City services such as power outages in City facilities and delayed garbage and recycling collection due to tree debris blocking back lanes. We thank Calgarians for their patience as City crews work to manage all effects of the recent snowfall.

Please be safe as many drooping tree limbs still pose a safety threat. We continue to work on a debris management plan and will communicate with Calgarians later today how we will be proceeding. At this time, we are still focused on emergency response to fallen tree debris on roads and impacts from power outages throughout the city. Safety is our current priority.

Contact information for snowfall-related emergencies

Due to the recent snowfall and its impact on trees that have not yet shed their leaves, City personnel at our 311 and 911 call centres are responding to high call volumes to support Calgarians. Please see the information below to help identify who to contact in various situations.

CALL 911 to report life threatening emergencies including:
- Power lines that are sparking or on the ground

CONTACT 311 to report fallen tree limbs including:
- Trees leaning on power lines
- Tree emergencies, including limbs that have fallen on roadways, houses and vehicles
- Every fallen tree limb that is reported will be recorded in our database and placed on a map to determine priorities
- Download the 311 mobile app for iPhone and Android or use the online form to report your concern without any wait time

ENMAX is aware of power outages across the city
- Stay informed on power outage status at enmax.com/outages or receive updates on the ENMAX Power Trouble line at 403-514-6100
- If a tree touches a power line from a power pole to your house, or to report your damaged power line, call 403-258-8232
- If your power is out and you need to report a 911 emergency
          1. Use a landline plugged into a phone jack
          2. Use a cell phone.
          3. If your cell-phone does not have battery charge, go to a trusted neighbour’s house, nearest emergency station (Police/Fire), or commercial establishment.

City continues to manage fallen/damaged trees from early snowfall

Due to the recent and anticipated overnight snowfall, The City of Calgary has been working to manage concerns regarding fallen/damaged tree limbs, including damage assessment and tree removal.

Trees that pose a risk to public safety will be the main priority. Currently 311 is experiencing higher than normal call volumes and we appreciate your patience as we work to prioritize our efforts.

What to do

• If a tree has fallen and poses a life threatening emergency or if a power line is sparking or on the ground, please stay away and contact 911
• If your tree has fallen on your private property and does not pose a danger, contact a local arborist
• To report a City tree that has fallen on your property, or any other fallen tree on City property such as a pathway, road or sidewalk, please use the 311 mobile app for iPhone and Android under the category "Report concern not listed" or use the online form to report your concern without any wait time
• ENMAX is aware of power outages throughout the city. Find updated information on power outages at enmax.com/outages or via the Trouble Line at 403-514-6100
• Brush and debris may be taken to any of The City's three landfills free of charge

Additional Information

• Trees blocking highly used traffic and pedestrian areas, access routes for emergency vehicles, or those at risk of falling are also a priority.
• Trees down on back lanes are the responsibility of the adjacent homeowner to remove.
• After a storm event like this, it’s a good time to inspect your own trees for storm damage. Consider hiring a company that employs International Society of Arboriculture (ISA) Arborists to perform the inspection. For more information and other tips, visit calgary.ca/trees
• All three City landfills will accept tree debris from 7:30 a.m. to 7:30 p.m. Garbage and recyclables will not be accepted after 5:00 p.m. Tipping fees continue to be waived for all tree debris that is not mixed with other garbage.
• Beginning Saturday, September 13, citizens can access all 33 of The City's leaf & pumpkin drop-off locations to dispose of damaged tree limbs.

Taxi survey results encouraging but improvements still needed

While The City looks to make taxi service improvements for peak times like Stampede, recent survey results show citizens are satisfied with how the industry is running.

The survey, conducted between April 24 and May 11 by Leger, found 86 per cent of Calgarians are satisfied with taxi service in the city.

“We know some people — especially those who waited for hours during Stampede and still could not get a taxi —are going to question the results,” says Marc Halat, manager of Compliance Services with Animal & Bylaw Services.

“But what we are seeing is that, most of the time, it is actually very easy to get a taxi in Calgary and it is an enjoyable experience.” 

Based on the survey, only about 60 per cent of citizens took a taxi in the past year, while 13 per cent used a luxury sedan or limo. Of those who did jump in a cab, 93 per cent say they were satisfied with the driver.

Learning from Stampede

The Leger survey results are being presented to the Taxi Limousine Advisory Committee (TLAC) on Friday, July 18 along with a summary of lessons learned from this year’s Stampede.

Halat says The City is already looking at ways to improve taxi service during next year’s Stampede, such as adding more taxi stands in better locations near the grounds and Fort Calgary.

Most complaints go direct to taxi companies

Another finding is the majority of taxi and limousine complaints were registered directly with the company. Only eight per cent of complaints were filed through 311 and The City.

“We want to encourage people to let The City know when they have issues,” says Halat. “By letting The City know, you will be providing us with the information we need to improve the service.”  

Calgarians can pass along all compliments and complaints to 311, either by calling, going online or using the app, in addition to letting the taxi company know directly.

For more information, go to Calgary.ca/taxi

Submitted by Tara Norton-Merrin, Animal & Bylaw Services

City Matters – Snow and Ice Removal

Each year The City receives over 6600 concerns about snow and ice on public sidewalks. Today's big snowfall acts as an important reminder to keep walks clear in the winter months as it helps keep citizens safe.

Homeowners have 24 hours after the last snow fall to clear snow and ice from the walks surrounding their property.  If you’re concerned about snow and ice on a public sidewalk, the 311 Calgary app makes it easy to let The City know.

To learn more, visit calgary.ca/snow or download the 311 Calgary app.

Report to Calgarians - Snow & Ice Concerns

You can help keep Calgarians safe this winter by working with The City to keep public sidewalks clear of snow and ice.

If you’re a homeowner, you have 24 hours after the last snow fall to shovel the walks surrounding your home. As a citizen, if you have a snow and ice concern, you can let The City know by submitting a request through the 311 Calgary app.

To learn more, visit calgary.ca/snow or download the 311 Calgary app.

City of Calgary receives two Awards for Municipal Excellence

The City of Calgary received two 2013 Minister’s Awards for Municipal Excellence today:

1. The Safe Communities Award goes to the Multi-Agency School Support Team, for their work on early intervention of at-risk youth.

2. An Innovation Award Honourable Mention goes to the 311 Mobile App for being the first of its kind in a municipal context in Alberta.

The Safe Communities Award emphasizes law enforcement and prevention of criminal activity, including addressing route causes and providing learning opportunities to high risk groups. The Multi-Agency School Support Team (MASST) is a partnership between the Calgary Police Service, Community & Neighbourhood Services, the Calgary Board of Education, the Calgary Catholic School District and Alberta Health Services.

MASST teams consist of a police officer and City social worker based in various Calgary schools. They work directly with children, their families, schools and community agencies to identify problems quickly and deliver prevention and intervention services to children aged 5-12 years. A Social Return on Investment evaluation has shown that MASST is making an impact on the lives of children in Calgary.

“We are very honoured our MASST program was selected for the Safe Communities Award,” says Community & Social Development Manager, Cheryl Joynt. “If we intervene early in the lives of children demonstrating at-risk behaviour, we know we have a better chance of making a difference to that child’s long-term success – and that benefits everyone.”

“Thank you to the Provincial government for acknowledging the importance of early intervention programs such as MASST,” says Calgary Police Chief Rick Hanson. “MASST pairs a police officer and social worker to work directly with at-risk youth and their families. By addressing risky behaviour early, we are able to steer kids away from crime to where their chances of success are far greater.”

The Innovation Award recognizes original ideas that provide creative solutions for improved services. The 311 Mobile App allows citizens to submit and track the status of service requests with their smartphones. When citizens report something like a pothole, they can attach a photo and use their GPS function to allow the app to detect the location. The information, attached photo and location citizens provide allow City employees to assess, prioritize and efficiently respond to requests.

“I’m proud that my colleagues at The City are being recognized for ingenuity in making services more accessible to citizens,” says Mayor Naheed Nenshi. “The 311 Mobile App contributes to the transformation of government, and it provides a quick and cost effective way for citizens to directly improve their community.”

The awards were presented on November 21 at the Alberta Urban Municipalities Association conference in Calgary. The Minister’s Awards for Municipal Excellence involve a rigorous process of application, documentation and review, and the awards are open to municipalities across Alberta.