Welcome to the City of Toronto website

We are committed to continuous quality improvement and are always working to improve the quality of the care and services that we provide. We welcome all feedback and suggestions. Please let us know what we are doing well and where we can find opportunities for improvements.

For Compliments (and Suggestions)

If you are pleased with the service being provided or you have a suggestion on how we can improve the care and services you receive, please email the applicable Home Contact, Community Based Programs or Head Office.

For Concerns and Complaints

We aim to provide the best possible care and services. However, if we do not meet your expectations, we want to know about it and will try to put things right as quickly as possible. The people who can best deal with a complaint are those who directly provide the care and services. You are encouraged to discuss your concerns or complaints with the Nurse Manager so that they can be addressed with the care team and resolved.

For Unresolved Concerns and Complaints

If you are not satisfied with the way in which your concern or complaint was handled or the decision that was made, you should contact your home Administrator. Unresolved issues related to clients in the Community Based Programs, such as Homemakers & Nurses Services and Supportive Housing should be forwarded to the Director of Resident Services.

If your complaint is not satisfactorily resolved through the above forums, it can be directed to the General Manager, Long-Term Care Homes and Services Division.

For more detailed information, see our Comments, Concerns, and Complaints Fact Sheet for Residents and their Families or for Community Clients and their Families.

Acknowledgement of Receipt of Complaint

We are committed to excellence in customer service and commit to respond to every complaint as soon as possible; our service standard will not exceed 48 hours.

Complaint Follow-up Service Standard

The division is committed to provide feedback to the complainant with an interim response, within 2 days after acknowledgement of receipt of complaint. The service standard for complaint resolution is variable dependent upon the nature of the complaint.

Please note:

If you have a concern that has not been resolved by following the above referenced communication process, the Resident/Client Advocate is available to assist residents and clients of the Long-Term Care Homes and Services Division.