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City of Toronto Customer Service

The City of Toronto aims to deliver exceptional, equitable and accessible customer service.

All City of Toronto divisions have service standards that detail the necessary time to deliver services to Toronto's residents and businesses. These customer service standards are made available to better inform citizens about when they can expect requested services to be delivered.

Online service request standards

311 Toronto receives many requests for services online. See the most often requests made online for City services and the service standard for completing each request.

Email standards

  • All emails will be acknowledged within 48 hours.
  • Vacation or absence messages will be activated providing a co-worker's name and contact information as backup while out of the office.

Toronto Public Service Charter of Expectations

A Charter of Expectations promotes standards among the Toronto Public Service and informs Toronto citizens about what they can expect from public employees. Customer service standards and complaint handling protocols further expand on those expectations.

Telephone and voice mail standards

  • All telephone calls (from both internal and external customers) will be returned within one business day or 24 hours where services operate on a 24 hour day cycle.
  • Personal voice mail greetings will be courteous, give the caller as much information as possible and request callers to leave a detailed message.
  • Voice mail boxes are cleared daily.
  • Recorded vacation or absence messages will provide a co-worker's name and phone number as backup while out of the office.
  • Callers will be assisted and if needed, will be directed to the correct area. Callers will not be transferred to another voice mail box without being made aware. Customers calling the correct area will have their issue resolved by involving as few City staff as possible.

Complaints

  • Toronto aims to deliver exceptional, equitable, and accessible customer service. If customers are dissatisfied with the service they receive, the City wants to make it easy for them to make a complaint. Complaint handling guidelines outline how City staff will manage complaints efficiently, fairly, effectively, and uniformly. These guidelines recognize the diversity of the hundreds of City services provided to the citizens of Toronto.
  • Customer service complaint handling protocols by City division.