How to make a complaint or provide feedback
We want to ensure that everyone who receives service from Toronto Public Health has an opportunity to provide feedback or to make a complaint when necessary. This will help us to monitor our performance, to know what we are doing well and to take any necessary steps to improve our services.
A complaint may be made or feedback given in a number of ways. You can provide feedback in person at the time a service is provided, or you can contact the program directly where a quick response may be provided. If you don’t have a contact number for the program staff, call 416-338-7600.
You can send complaints or feedback via email at: tphfeedback@toronto.ca, or via fax at 416-338-8061, Attention Toronto Public Health Complaints Officer.
Alternately, you may also submit your complaint by mail to:
Toronto Public Health Complaints Officer
277 Victoria Street, 4th Floor
Toronto, ON
M5B 1W2
If you are making a complaint please be sure to provide the information listed below:
- Your Name
- Your Address
- Your Telephone Number
- Your Email address (optional)
- The Program or name of individual in which your complaint is about
- Details of your complaint
- Any action you would like us to take
Please note: Toronto Public Health does not accept or investigate anonymous complaints.
Complaint timelines
It is important in addressing the issues involved with any complaint that the complaint be made at the time of service or very soon after. All complaints must be made within 90 calendar days of the service being provided, or if the complainant is not aware of this time line, within 90 calendar days of receiving notice of the complaint procedure. This ensures that the individuals involved in your complaint are available to address your concerns.
The program staff involved will reply within 30 calendar days of receipt of the complaint. If this is not possible, you will be contacted and given a reason why this timeline is being adjusted.
Notice of Collection
The personal information you provide as part of your complaint is collected under the authority of the City of Toronto Act, 2006. The information you provide will be used to investigate the complaint, for quality assurance, and may be used for contact purposes. Questions about this collection can be directed to the TPH Complaints Officer, 277 Victoria Street, Toronto, ON, M5B 1W2, 416-338-7600.
Last updated August 2010