Common Questions

Check out some commonly asked customer questions for more information about our new online permitting system:

How can I provide feedback about the Self-service website?

You can email your feedback to contactus@311.halifax.ca.

You can call the Municipal 311 Contact Centre.

How do I register to use the Self-service website for online permitting?

On the customer portal login page, at the bottom under Register you can click the link to initiate a new customer account registration.

For step-by-step instructions about how to create a customer account, please visit our How To page for videos and documents that will help guide you.

Are there any charges for using the Self-service website?

No. The Halifax Regional Municipality does not charge you for creating and/or using an account.

How can I reset the password of my account?

From the main login page, you can use the "Forgot password?" button and have the password reset link sent to your email. If this does not work, please email the password change request to 311.

I have a contractor desk account can I use that account in the new System?

The previous system ‘Hansen’ is no longer being used for new permit applications. All permits submitted after December 15, 2020 will be processed in the new Permitting, Planning, Licensing and Compliance (PPLC) system.

For a period of time we will be operating in transition. This means both systems will be active. All permits submitted before December 15, 2020 will be processed in the old system and you will continue to use your contractors desk account to monitor and manage those permits.

All permits submitted after December 15, 2020 will be processed in the new PPLC system and you are required to ‘register a new account’ to submit permits.

The two systems are not integrated so your contractor desk account will not provide you access to the new system.

Likewise when creating a contractor profile in the new system your contractor desk PIN is not applicable.

In the new PPLC system, the PIN used to ‘associate to an existing contractor’ is referencing the PIN generated when the company was first registered in the new system. Contractor Profile Manager (the person who registered the company in the new system) will provide employees with the PIN required complete their new contractor profile.

Does my employer create a customer portal account for me?

The customer portal account belongs to you as an individual.

Within the customer portal account you can manage your profile information such as contact email address. If you wish to use a work email address you can. It can be edited at any time.

Within your customer portal account you can create and manage your contractor profile and apply for permits on behalf of your employer.

Please watch the video or read the step-by-step instructions for creating a contractor profile.

If I am the Contractor Profile Manager (CPM) my organization can I assign the role to someone else?

Yes, the CPM role by default goes to the first person who register’s the company in the new system, however, the CPM role can be assigned at any time to individuals who associated with that contractor account.

Can documents be uploaded as one large file or do documents need to be individually uploaded?

The system is designed to look for each document type to ensure an application is complete. Documents must be uploaded as they are indicated. Multiple pages of the same document type may be grouped. Note: maximum file size per document is 100Mb
Not all permit applications require the same documents, and not all documents are reviewed by all staff.

Is there a maximum file size for documents?

Yes, the maximum file size per document is 100Mb.
Larger documents take more time to upload. Ensure each document you upload is less than 100Mb in size. Before you upload documents to the system, here are three ways to reduce the PDF file size:

Open the PDF in the PDF application, then print to PDF. The new document will be much smaller OR
In a PDF with many pages, separate out the pages into separate PDFs. You can upload 1 or more documents to align with a Document Type (eg. Floor Plan) OR
Some PDF applications also have a compress file option.

What is the unit of measurement to be used in permit applications?

Halifax has adopted the metric system as the unit of measurement to be used for permit applications. This aligns with the use of metric system in the current building codes.

How do I know my permit status?

At any time you can see the status of your permit in the ‘My Activities’ Tab of your customer portal account. Note: applications with the status of Draft are NOT visible to us and we cannot begin their application process until the status reads ‘Submitted’

Do I need an address to apply for a permit?

Yes. For online applications, either a civic address or a parcel identification number (PID) is required to apply for a permit. For more information about what you need when applying for a permit, please visit our How to page for videos and step-by-step instructions that will help you

If I am the subcontractor on a building permit for a house, do I need to apply for a separate subcontractor permit?

No. The building permit will list subcontractors doing the work. All fees will be paid and linked to the submission of the building permit. (ex. plumbing, gas, electrical)

How can I find out the fees associated with the permit I am applying for?

There are several options to find fees associated with permits.

Fees for all Halifax Regional Municipality permits on our fee listing page.
A fee estimate can be done within your customer portal account before applying for the permit.
Estimate Fees is an option on the homepage of your customer portal account.

Can I see what payments I have made on permits within my online account?

Yes, when logged into your account, you can see all payments made under the "My Payments" tab on the top right of your screen. You can search for specific payment dates and ranges, and then you can view, print or download a copy of the payment receipt. You can also save all payments as an excel document for your records.

I would like to use the customer portal, but I do not want to pay online using Visa or Mastercard. Do I have any options?

• In order for a permit application to be submitted online it must be paid in full using either Visa, MasterCard, Visa Debit, Mastercard Debit or Amex. (Only one tender type is accepted via our online payment system.)

• At this time, due to COVID-19, we are not accepting cash payments.
If you do not want to pay online, you can pay for your permit by dropping off a cheque at:

Bayers Road Centre, 7071 Bayers Road, 2nd Floor Towers, Halifax, NS B3L 4P3
8:30 a.m. to 4:30 p.m. Monday to Friday

Be sure to include the permit number on the cheque.

When I pay online, do the Municipal employees see my credit card number? Is my credit card number stored in the Municipal records?

No. When you pay online, the Halifax Regional Municipality cannot access your credit card number and the number is not stored in their records. We meet all Payment Card Compliance rules and regulations in regards to the privacy and security of your information.

My credit card was declined. What can I do?

Check that your credit card number and expiry date are correctly entered.

If the problem persists, check with your credit card company. The municipality is unaware of the reason for declines. It may help to print the Transaction Declined screen.

If your card was declined, your permit remains in the draft status, and is not submitted.

If you would like to pay for the permit application by cheque you can drop it at: Bayers Road Centre, 7071 Bayers Road, 2nd Floor Towers, Halifax, NS B3L 4P3
8:30 a.m. to 4:30 p.m. Monday to Friday

I created a permit I do not require. How do I get rid of the unwanted permit?

If the permit is still in draft form it will remain in your account. You cannot delete it. Eventually it will move off the page. You can also re-use drafts at at a later date provided they are from the same year.

If the permit was submitted, you can "withdraw" the permit by clicking the "withdraw" button in the permit file, accessed through the My Activities tab. Click the permit to open the file, and scroll down in the permit file to the withdraw button.

How do I request revisions after I submit a permit application?

If you decide that changes to a permit application are required after you submit, but before the permit is issued you can request revisions by contacting intake staff.

Requesting Revisions will stop the application and it will be returned to you. You can then upload any revised documents and resubmit the application.

I paid for my permit using the ‘pay and submit’ button but the status still says Draft.

If you received confirmation that your payment was successful after using the “Pay and Submit” button but your permit status still reads Draft your permit has NOT been submitted and we cannot begin the application process.

This is unfortunately a common error and we are working to resolve it.

In the interim, to submit your permit you must navigate through the application pages using the ‘NEXT’ button and click the “Submit” button at the end. You do NOT need to re-pay for the permit if you received confirmation of payment.

Do I need an address to apply for a permit?

I've submitted a permit application on the Self-service website but then encountered system difficulties or lost internet connection. Is there a way to confirm if the application was submitted?

Yes. Check your My Activities tab within your account. The status is listed beside the permit.
If you need additional assistance, please e-mail PPLC-Info@halifax.ca.

If my company is not the only subcontractor on the building permit, will I be able to see the inspection results of the other firms?

You do not have access to see the permits of other subcontractors. You can only see the permits that you applied for.

Our firm has two companies. Will I be able to schedule inspections for either company from one account?

No. You will need a separate Customer Portal Account with a new Contractor Profile for each company.

I have scheduled a future-dated inspection and now wish to adjust the date. What should I do?

If the inspection scheduled is within one business day, call the inspection line 902-490-7097 to reschedule.

If the inspection is scheduled more than one business day away, you can cancel it on your Customer Portal account in the inspections tab by pressing “Cancel”. You'll then need to reschedule the inspection by requesting a new date.

I scheduled an inspection for the following workday, but the inspection did not occur. What went wrong?

Planning & Development services on a 'best efforts' basis, and attempts to provide the requested inspections on the next business day. Sometimes a given day's workload is too high, and some inspections must be rescheduled.

What about my existing permits before the new online permit system went live?

Any permits submitted prior to December 15, 2020 will remain in the existing system until complete, and you will continue to interact with Planning & Development as you have been. Any new permits submitted in the new system will be processed in the new system, and if you created them in your customer portal account, you will be able to monitor them in that account.

Can I search for the address of any issued permit?

Yes. You can search all permits by using the ExploreHRM Interactive Map. Click the drop-down arrow beside the search box and select "Building Permit", then enter a permit application # in the search box.

My permit appears to be missing from my Customer Portal account? Where did it go?

It’s likely your permit is not missing but has been moved out of the customer dashboard tab as it has been issued and requires no further action. Once a permit is completed and no additional work or inspections are required, it will be removed from the dashboard but is still in the system.

Once a permit is issued it will move to My Inspections for tracking.

To locate your permit, you’ll need to use the Search function > Search My Permits. You can search by the permit number or address. Only one criteria is needed to run your search, in fact, entering multiple criteria may not return any search results.

For certain permits (ex. sign & development) where there are typically no inspections the permits will move away from My Activities immediately after issuance. Often before you can print it.

How do I request a Refund?

You can request a refund against a permit by opening the permit file from the My Activities Tab. The permit file displays in 2 columns. In the right hand column approximately half way down the page there is a “request Refund” button. Click the button and complete the request by indicating the reason for the request and the amount you are requesting back.

As this is a request for a refund, you may be declined or receive a different amount than requested.

Refunds are pro-rated based on the permit application type, stage and regional and municipal By-laws.

How do I withdraw a permit application?

You can withdraw a permit application from within the permit file in your customer portal account. Open the permit file from the My Activities tab and scroll down the page. On the right side of the page there are a series of buttons. Select “withdraw permit” and provide a reason for the withdrawal. Click submit. Your permit will not longer be visible in our system.

Please be sure to request a refund before you withdraw your permit.

Note: a permit may only be withdrawn after a completeness check has been conducted and before it is Issued. The withdraw button will not be available in the permit file during periods when the permit cannot be withdrawn.

Can I change the applicant name or contractor after my permit is issued?

Yes, we recognize that sometimes the person who applies for a permit is not the person responsible for doing the work on the permit. We have established a process that allows for changes to the applicant (and communication with us) after the permit is issued. The contractor responsible for the work can also be changed.

Please see How To: change an applicant or contractor after permit is issued.