Customer complaints and feedback
Complaints are a key source of feedback and we use them to improve our services. Of course, you are also welcome to give us general feedback, or let us know if we have done a good job.

How to make a complaint

Step 1) Speak to the service provider directly
We recommend you first try to sort things out with the people you have a complaint against. For example, if you have an issue regarding the service you received at a shelter, you should contact the shelter as your first step. Most complaints can be resolved this way.

Step 2) If you are not satisfied with how your complaint is handled you are welcome to contact us for further assistance
We make every effort to respond as quickly as possible. Telephone calls will be returned within one business day. E-mails will be acknowledged within 48 hours of receipt. Calls received on weekends or after business hours will be returned the following business day. Attached is a complaints form you can use to submit a complaint to our division.

Contact information for each SSHA unit:

• Hostel Services
  Phone: 416-392-8741
  E-mail: ssha@toronto.ca
  
  for City and Community-run emergency shelters
  
  
• Streets to Homes
  Phone: 416-392-9093
  E-mail: ssha@toronto.ca
  
  for Street Outreach, panhandling, housing supports, housing assistance and counselling, and the Assessment and Referral Centre
  
  
• Social Housing Unit
  Phone: 416-392-4126
  E-mail: ssha@toronto.ca
  
  for Social Housing providers (non-profits, co-ops or Toronto Community Housing), Social Housing waiting list and Rent-Geared-to-Income subsidy
  
  
• Housing and Homelessness Supports and Initiatives
  Phone: 416-392-7198
  E-mail: ssha@toronto.ca
  
  for drop-in centres, Housing Help centres, employability supports, Supports to Daily Living, landlord and tenant notices for rent reductions due to property tax decreases,Tenant Hotline, Tenant Defence Fund grants and Federal, Provincial and City funded homelessness grants
  
  
• Emergency Human Services
  Phone: 416-392-9206
  E-mail: ssha@toronto.ca
  
  for Emergency services for those displaced after an emergency, Emergency reception centres, Cold Weather Alerts, Cooling Centres

If you are not sure where to submit your complaint, you can use one of our general enquiry channels:

• Send your complaint by mail:
  Shelter, Support and Housing Administration
  Metro Hall
  55 John St., 6th Floor
  Toronto, Ontario
  M5V 3C6
  ATTN: SSHA COMPLAINT MANAGEMENT
  
  

• Send your complaint by e-mail
  Shelter, Support and Housing Administration
  general e-mail address: ssha@toronto.ca
  
  

• Send your complaint by fax:
  Shelter, Support and Housing Administration
  general fax: 416-338-1144
   ATTN: SSHA COMPLAINT MANAGEMENT
  
  For general assistance on where to direct your complaint:
  If you still aren't sure how to find the relevant service area,
  call the Shelter, Support and Housing Administration
  general enquiry line: 416-397-4182.
  TTY: 416-398-0889 (311 general enquiry).

We expect everyone to make their complaints in a respectful manner.  In line with City of Toronto policy, abuse, threats, racist statements, etc. will not be tolerated.

How we handle complaints

• We resolve complaints as quickly as possible.
• Investigations are fair, impartial and respectful.
• We will give clear reasons for how decisions were made.
• Investigations often take a number of days. We will update you during investigations as appropriate and let you know if the investigation takes longer than expected.
• We will advise you of your option to appeal a decision if you are dissatisfied with your treatment or outcome.

A note about privacy
SSHA management staff reviews all complaints. The information is treated as confidential to protect your privacy. However, you should be aware that in investigating a complaint, the circumstances may indirectly identify you (even if submitted anonymously). You can submit an anonymous complaint if you do not wish to be contacted. Anonymous complaints are still reviewed and corrective measures taken as necessary.