The mission of the City Clerk's Office is to build trust and confidence in local government. We are committed to satisfying expectations in all our services. The City Clerk's Office has procedures (PDF) for receiving and handling complaints from people dissatisfied with service, actions or lack of action by a City Clerk's Office business unit or staff member.
Submitted complaints are reviewed promptly and we make every effort to resolve them as quickly as possible. We monitor complaints and use them to assess and improve quality of service.
How to submit a complaint
Complaints may be made verbally (in person or by telephone) or in writing (by mail, fax or e-mail).
We recommend you first speak directly with the service area where you have an issue, in person or by telephone. Most complaints are received this way and resolved promptly. If you are not satisfied with how your verbal complaint is handled you can submit a written complaint.
All written complaints are reviewed by City Clerk's Office management staff. The information will be treated as confidential to protect your privacy; however, you should be aware that in investigating a complaint, the circumstances may indirectly identify you (even if submitted anonymously). You may submit an anonymous complaint if you do not wish to be contacted. Anonymous complaints are still reviewed and corrective measures taken as necessary.
If you wish to submit a written complaint, you can use our complaint form (Word) to formally record and submit a complaint about service, actions, or lack of action.
Please note: There are separate rights of appeal or complaint processes for certain services provided by the City Clerk's Office. We will advise you if a different complaint procedure applies.
If someone else is acting on your behalf regarding a complaint, a representative consent form (PDF) should also be submitted.
Where to send your complaint
To best ensure prompt response, we recommend you direct your complaint to the relevant service area. Contact information for City Clerk's Office service areas can be found on our on-line directory (PDF). If you are still not sure where to submit your complaint, you can use one of our general enquiry channels:
By mail:
City Clerk's Office
City Hall, 100 Queen Street West
1st floor, North
Toronto, ON M5H 2N2
ATTN: CITY CLERK'S OFFICE COMPLAINT
By E-mail:
City Clerk's Office general e-mail address: clerk@toronto.ca
Subject heading: CITY CLERK'S OFFICE COMPLAINT
By fax:
City Clerk's Office general fax: 416-392-1867
ATTN: CITY CLERK'S OFFICE COMPLAINT
Please note: Personal information is not secure if sent by fax transmission. The City of Toronto does not recommend sending correspondence by fax.
Telephone Assistance - where to direct your complaint:
If you are not sure which service area to contact, call the City Clerk's Office general enquiry line for information where you can direct your complaint: 416-392-8016.
TTY: 416-398-0889 (City's 311 Office general enquiry)
Information links:
Notice of Collection
The personal information you choose to provide on this form is collected under the authority of the City of Toronto Act, 2006. The information you provide will be used to investigate the complaint and may be used for contact purposes. Questions about this collection can be directed to the City Clerks Office c/o Management Consultant, City Hall, 13th Floor West, 100 Queen Street W., Toronto, ON, M5H 2N2, ph 416-392-8107.
