11/16/2011 06:51 EST | Updated 01/16/2012 05:12 EST

Toronto's 311 help line needs to improve customer service, auditor's report says

TORONTO - Toronto's 311 help line is getting a poor grade when it comes to customer service.

A report from the city's auditor general says one in five calls to the line go unanswered.

The help line — which has been in service for two years now — gets calls on topics ranging from garbage collection to graffiti to the city's water quality.

But Coun. Josh Matlow says he and his colleagues at City Hall find it easier to order a pizza than to get basic service from the help line.

The auditor general says staff at the help line need to be more efficient. High absenteeism is also identified as a problem among staff hired to take the calls.

The city says the call centre plans to hire 15 part-time staff by the end of March to help solve the problem.