Personal Hell Playlist: Paying Your Property Taxes to Toronto's Music 311

Picture this: it's a Thursday afternoon and you're on the line to pay $1,243 in property taxes to the tune of music inspired by 'Get Rich or Die Trying'.

That's completely possible with the City of Toronto's unique call queuing system. Individuals calling 311 are given the unusual option to choose the genre of music played as they wait on hold for an available representative. Make a smart choice - you'll hear this grainy audio over what often seems like an eternity.

The City of Toronto’s Music 311 initiative brings the music of local artists directly to callers waiting on hold with the 311 service. When residents, visitors, or businesses call 311 to request city services or information, and they are placed on hold, they hear curated recorded music from Toronto-based musicians instead of generic hold tones.

The program aims to provide a better caller experience by replacing dull hold music with vibrant local culture while supporting Toronto's artist community. Toronto staff select tracks from submissions made by Toronto-based artists, who are compensated with an honorarium per track selected and listed on the city’s official music program webpage.

So, as you wait your turn on the phone, choosing your preferred music courtesy of local Toronto talent might just help make the property tax payment experience a little more pleasant – even if the amount you owe isn't quite as easy to enjoy.

Paying property taxes in Toronto involves multiple options and deadlines. Property tax bills are issued twice yearly: the Interim bill arrives in January with payments due in March, April, and May; the Final bill is sent in May, with payments due in July, August, and September. Payment plans vary, with options to pay in two, six, or eleven installments throughout the year. Pre-authorized payment programs are available, allowing automatic withdrawals, which can ease budgeting for property owners.

You can pay property taxes through various channels, including financial institutions’ online or telephone banking, in-person at branches or ATMs, or by mail. However, as of June 2025, the MyToronto Pay system that allowed credit or debit card payments was discontinued, requiring residents to use other payment methods.

Does Music Choice Really Make a Difference for Callers?

Research in customer service psychology suggests that perceived control plays a significant role in reducing stress and dissatisfaction while on hold. When callers have some agency – such as picking music – they tend to feel less trapped by the wait, even if the length of the hold doesn’t change. This can improve overall satisfaction scores and reduce negative emotions like irritation or anxiety, both of which seem to come naturally when on the line with 311.

Beyond the psychological benefits, there is evidence that familiar or pleasant music can positively influence mood and attention span. For example, genres such as jazz or classical may help calm nerves, while upbeat pop or hip-hop can keep callers engaged and distracted from the passage of time. The option to choose lets individuals tailor the experience to what they find most bearable or enjoyable.

However, this choice is not a cure-all. The quality of the music stream – often compressed and grainy due to phone line limitations – can lessen its impact. And at the end of the day, if wait times extend excessively, even the best soundtrack may only provide temporary relief before frustration sets in.

There are Additional Benefits

The economic importance of Toronto’s music scene cannot be overstated. Live music contributes approximately $850 million annually to the city’s economy and supports over 10,000 full-time equivalent jobs across venues, production, and related industries. Local artists similarly benefit from exposure. Local Wisdom, Randolph Jiminez Band, and Mia Sanchez are among many who can attest to success as a result of being selected.

Current Music Categories on 311

The City of Toronto’s Music 311 program features a rich variety of genres representing the city’s diverse and vibrant music scene. Callers choosing their preferred hold music can select from the following broad categories, each with its own unique style and mood:

Rock, Folk, and Country

This genre trio is currently represented by:

• Local Wisdom – PG Blues
• Louie Sanchez – One Thing I Can Afford
• Wolfville – How to be An Astronaut
• Thunderor – How We Roll

Hip Hop, Soul, and R&B

As of September 2025, the four tracks from this genre you can expect to hear on 311 are ‘Gotta Get It’ ft. John Givez, ‘Why’ by Pelindah, ‘Love In September,’ and ‘Dopamine’ ft. NBDY.

Jazz, Classical, and World

World music brings in diverse sounds and instruments from various cultures, reflecting Toronto’s multicultural backdrop. 

Current features include:

• xiao yao’s ‘Weather’
• diskarte’s ‘Felt Cute’
• Medusa’s  ‘Hijaz Mandira’
• Randolf Jimenez Band’s ‘Punch’

Electronic and Ambient

Diversity is evident in the four tracks currently selected for Music 311: ‘Matthew’ by RAXX, ’My Next Love’ by Ali Wick, ‘Closure’ by Mia Sanchez, and ‘Marwa’ by Gandhaar Amin.

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Call it humorous, genius, or just a polite way of torturing taxpayers, but the City of Toronto’s Music 311 program is certainly one-of-a-kind. Sure, the music might not win any Grammys, and yes, the audio quality sometimes sounds like it’s from 1997, but at least it beats staring at a silent phone. Plus, it’s a clever way to showcase Toronto’s vast musical talent pool to an audience that’s otherwise just counting down the seconds.

So next time you’re stuck on hold, clutching your phone and eyeing that property tax bill, just remember: at least you’re lucky enough to set the tone of your own personal hell.