Complaint Handling Guidelines
The City of 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. Once a complaint has been made, customers should know what to expect. Corporate complaints handling guidelines outline how the City of Toronto will manage complaints efficiently, fairly, effectively and uniformly across all City divisions.
- Why Have a Complaint Handling Procedure?
- What is a Complaint?
- Complaint Handling Procedure
- Guiding Principles
- Management Responsibilities
- Notifications
- Response Times
- Monitoring and Reporting
- Glossary