Department of Customer Services

The Customer Care Section processes and refers new concerns about the City and County of Honolulu programs and services via telephone, online problem reports, the Honolulu 311 smartphone app, email or mailed correspondence, or in-person at the Public Information Center. Our Customer Care representatives are available to assist the public between 8 a.m. and 4 p.m., Monday through Friday (excluding holidays). All complaints received are reviewed to verify that issues reported fall within the jurisdiction of the City and County of Honolulu. Complaints referred to city departments for follow-up often require research and investigation, and a reply may take a minimum of 10 business days. In some cases, investigation and response may take significantly longer than 10 business days. To contact the Customer Care Section, email: Complaints@Honolulu.gov. To report a concern, click here.

The Information Section leads the department’s efforts to effectively communicate, coordinate and position information about city programs, services and policies with the general public as well as the media. The Information Section creates various public-affairs content across multiple media platforms within the City and County of Honolulu. The Information Section is essential to efforts to raise public awareness about programs, services and activities associated with the Department of Customer Services, as well as the City and County of Honolulu. To view recent and past City and County of Honolulu press releases, click here.

The Municipal Reference and Records Center is the responsible steward of the City and County of Honolulu’s publications and records for all city departments and agencies. This branch of the division also performs functions that include archiving publications issued by or on behalf of City and County of Honolulu agencies. The reference collection is currently in the process of being digitized and will be made available via the City’s DocuShare website. In addition, the branch’s records management specialists manage the lifecycle of the city’s records. For more information about our Municipal Reference and Records Center, click here.

Municipal Reference and Records Center have created galleries using photographs from the City’s permanent record collection, representing only a sample of the City’s holdings in our Historic Photograph Collection.