One in five calls to Toronto’s 311 help line is never answered, the city’s auditor general says.

And while the public expects to speak to an agent within 30 seconds, the city took longer than 75 seconds half the time during May and June.

The audit found that 21 per cent of calls to 311 Toronto were not answered at all, leading to recommendations that high absenteeism be addressed and that staff become more efficient.

The operation, which includes 108 service reps, 43 project management staff and 37 support and supervisory staff, had a 12 per cent absenteeism rate during January to March.

The audit also found that productivity varied widely, with call logs for March showing one staffer answering 29 calls per shift while another fielded 98 calls.

To reduce wait times and unanswered calls, the report recommends that daily absenteeism be addressed and staff become more productive, but it doesn’t say how.

Mayor Rob Ford has never been fond of 311, arguing that councillors should respond to constituent complaints. As a councillor, he became famous for taking calls and travelling to addresses anywhere in the city. As mayor he has said Toronto residents can call him with their problems.

However, the city receives an immense number of 311 calls, which is currently set up to take such complaints as missed trash collection; potholes; water service problems; unkempt property; and unpruned trees.

The auditor noted 311 — which has a call centre at Metro Hall — receives more than 100,000 calls a month, or an average of about 50 calls per staff person each day.

The two-year-old service, which cost $36 million to set up and $15 million a year to run, needs to place a greater priority on faster response, the report said.

“Answering call in a timely manner is fundamental to good customer service in a 311 operation,” it concluded. “Entering its third year of operation, 311 Toronto needs to focus on answering more calls and shortening wait time.”

City management responded to the findings by saying 15 new part-time staff will be hired and trained by the end of March.

Management said 311 “will continue to monitor schedule adherence and attendance to ensure staff are present and available to answer calls and emails.”