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311 Customer Care Center

City Clerk2.jpg
Wynetta Bolder
Director/City Clerk

224 E. Bryan Street
Douglas, GA  31533

Ph: (912)384-3302
Fx: (912) 384-6730

Monday - Friday
8:00am - 5:00pm
The purpose of the City of Douglas 311 Customer Care Center is to establish a centralized service request system that embodies a citizen-centric approach. Customers will be able to dial 311, which will be a three-digit number, to connect to the Customer Service Specialists. 

  • To provide more efficient customer service.
  • To develop a streamlined approach to service/delivery.
  • To increase the ability to track service department performance and improve accountability.
  • To improve citizen access to municipal services and information during emergencies.

Municipal Services Brochure
For a full listing of services provided by the City of Douglas, please select City Services for our online A-Z Resource Guide.

The Customer Care Center will serve as the communication link to provide timely and consistent handling of customer needs through a friendly, motivated City employee. This 24 hour a day, 7 day a week operation will be able to handle customer service any time regardless of the hour or date by calling the 311 number.

During the hours of 8:00am – 5:00pm, Monday – Friday, on weekends and holidays, customers will be able to dial a three-digit number, 311, to connect to a Service Specialist. The Customer Care Center will serve as the communication link to provide timely and consistent handling of customer needs through a friendly, motivated City employee. Service Specialists will be available from 8:00am – 5:00pm to answer general calls to the City, process service requests and any utility related needs for connections and service.

The City of Douglas would like for customers to know that when calling from a cellular phone that the three-digit call to 311 only works with Windstream, AT&T, and Verizon customers at this time. We do apologize for any inconveniences, but customers can still receive the same customer service care by dialing the full number, which is 384-3302.

The City of Douglas offers options for customers to pay their monthly utility bills.  

Contract Payment Plan - Customers must complete a Utility Committee Form prior to 8:31am on the day Customer Service is actually disconnecting customers in the particular Ward for non-pay.  The Customer Service Manager or one appointed by him will review these forms to validate eligibility by initialing the form and dating.  Any request by a customer for a Contract Payment Plan must be documented on the Utility Committee Form.  Each customer is allowed one (1) request for the Contract Payment Plan every twelve (12) months from his/her prior Contract Payment Plan issue date.  The only exception is for Senior Citizens, age 55 or older.  Senior Citizens, age 55 or older, are allowed two (2) requests per year if needed to help with high utility bills as long as the bill with the last payment of the prior Contract Payment Plan has been paid in full.  

Online Payment Options
The Online Bill Pay is now Accessible!!! Customers will need to setup a new username (using your email address) and password. In creating an account, you will need the amount of your last payment made on your account and account number.

Please contact the Customer Care Center at 311 or (912) 384-3302 for any utility billing questions.

View the Customer Care Center's staff directory.

City of Douglas
Contact Us | City of Douglas, City Hall, 224 E. Bryan Street, Douglas, Georgia 31533, (912) 389-3401 Facebook RSS
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