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Frequently Asked Questions

We have listed below some frequently asked questions.

1. What is the process for receiving and handling complaints?

   Toronto Public Health has a Two Stage Complaint Process:

   • Stage 1 – Local Resolution, and
   • Stage 2 – Independent Review.

   Stage 1 – Local Resolution
   It’s best for everyone if complaints are dealt with as quickly as possible. If your complaint is about a particular service you received, it is best to speak with the program staff directly so the issue can be solved quickly. If you don’t have a direct number, please call 416-338-7600.

   Stage 2 – If your complaint is not resolved at Stage 1 you may request your complaint be moved to Stage 2. You can do this by contacting the Toronto Public Health Complaints Officer directly or by telling the employee who handled your complaint at Stage 1 that you would like to have your complaint referred to Stage 2.

2. How long will it be before I get a reply?
   We will reply within 30 calendar days of receipt of your feedback or complaint. If this is not possible the individual reviewing your complaint will contact you with a new timeframe for response.
3. What can I do if I am not satisfied with the reply in Stage 1?
   Let the individual handling your complaint know that you are not satisfied and they will review the matter further. At this point, you can also request a review of your complaint by the TPH Complaints Officer.
4. Can I make a complaint on behalf of someone else?
   Yes, but we will need to know that you have received their permission first. We may want to contatct them directly.
5. Will there be a record of my complaint?
   We will keep a record of your complaint and our response in the Complaints Office.
6. Who will be told about my complaint?
   The manager and any relevant staff responsible for the service you have received will be given details of your complaint.
7. Who will respond to my feedback?
   At the first stage your feedback will be dealt with by the program staff responsible for the service. It is important that they are involved in reviewing complaints so that they are aware of any problems and can identify solutions so that other people do not face the same issues.
8. Can anyone help me provide feedback or make a complaint?
   Yes, you may want to ask a relative or friend to help you, or you can contact Toronto Public Health at 416-338-7600 for assistance with the complaint process.
9. Will it affect my service if I provide negative feedback or make a complaint?
   No, it will not. We welcome feedback from the public.

Last updated August 2010