Feedback About City Services

Submit a complaint, compliment or comment by finding the division you want to give feedback about. After identifying the division, there will be specific instructions about how to submit your feedback.
Find a Division

The City of Toronto encourages you to share your experience of our services. We use your feedback to monitor and improve our services for the benefit of all our customers and the public. The types of feedback you can provide to the City of Toronto are:

Complaint

Dissatisfaction related to a City program, service, or staff member, including:

  • Quality or timeliness of service
  • Policy, process or procedures
  • Experience with a staff member or agent
  • Accessibility of a service
Comment
An opinion or suggestion about a City of Toronto service, program, or staff member.
Compliments
Praise or expression of approval for a City of Toronto service, program, or staff member.

If you want to request a service (missed waste collection, traffic light repair, tree pruning, snow clearing or dead animal pick up) from the City, submit your service request  online or call 311 Toronto.

To view this page in another language, please visit the translation page, where you can choose from a list of 51 languages or call 311 to get information about City services in more than 180 languages.

 

Providing negative feedback or making a complaint will not affect the services you receive. City divisions will attempt to resolve all complaints but cannot guarantee all complainants will be satisfied with the resolution.

You can expect

  • To be treated fairly, with dignity and respect
  • To receive professional, prompt and polite service

We commit to

  • Fair and respectful follow-up and investigations
  • Providing a clear rationale for all decisions
  • Explaining your options if you are dissatisfied with how your complaint was handled
  • Acknowledging and resolving all complaints in a timely manner

What happens once I’ve submitted my complaint?

Once you have submitted your complaint to the division responsible, you can expect an acknowledgement within two business days. If an informal resolution is not possible, the complaint will be logged for formal investigation, according to the division’s complaints policy. Each division has its own complaints procedure and standards. Please refer to the appropriate procedure for more information.

Escalations

The public can submit an escalated complaint for the following reasons:

  • Unsatisfied with the complaint response
  • No response received or timeline to provide response was not met

What to expect from escalations

  • A staff member within the division will investigate your escalation and will work with senior staff as required
  • The division responsible will provide a response
  • Depending on the nature of the escalation, some responses from the division will be provided via a decision letter

Submitting an escalation

Each division has a process to intake escalations for existing complaints. Escalations can be submitted through email, online, by phone, or through mail. To submit an escalation, visit Staff Directory, Divisions & Customer Service to find the appropriate division.

After you have gone through the Divisional process for complaints, the Deputy City Manager’s Offices and the City Manager’s Office can further review and investigate escalated complaints about a service, process or staff.

Complaints review by Ombudsman Toronto

If you have completed the City’s internal complaints process, including escalations, and are unsatisfied with the result, you can request a request a review by Ombudsman Toronto. Ombudsman Toronto is an independent and impartial office.

The complaints process must conform to Access for Ontarians with Disabilities Act (AODA) requirements.

Complaints will be dealt with in a confidential manner according to the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA). Information will be collected, used and disclosed in accordance with the Act.