Client Services & Information Unit

• What is the Client Services & Information Unit?
• Contacting the Client Services & Information Unit
• What happens when I make a complaint?
• What can I expect during the Complaints Process?
• What happens if I disagree with the outcome of my complaint?

What is the Client Services & Information Unit?
Staff at the Client Services & Information Unit (CSIU) provide information on services offered by Toronto Employment & Social Services as well as answer questions about legislation and procedures related to Ontario Works. The unit also responds to inquiries made by the general public, community agencies, and people receiving Ontario Works Assistance.

Staff can assist you in English or French.

CSIU staff will:

• address concerns or answer questions about services and Ontario Works benefits
• mediate and assist with communication and resolution between Ontario Works clients and office staff when an issue has not been resolved to the client's satisfaction at the local office
• handle service and staff conduct complaints, compliments and feedback
• respond to information requests and offer referrals to government and community resources
• deliver presentations to groups and community agencies about the Ontario Works program and services offered by TESS
• handle questions about and appeals related to dental services
• work with Citizenship and Immigration Canada as well as with the provincial Overpayment Recovery Unit on sponsorship default and repayment.

Contacting the Client Services & Information Unit:
We are located at Metro Hall, 55 John Street, 12th floor, and open from 8:30 a.m. to 4:30 p.m., Monday to Friday.

You can reach the unit at 416-392-2956.

Letters or requests for information can be faxed or mailed to:

What happens when I make a complaint?
Toronto Employment & Social Services has a complaint procedure in place to address concerns about service and staff conduct, as well as to handle complaints from people dissatisfied with the management of their Ontario Works file.

If you have a complaint, you should first speak directly with management staff at your office, either in person or by telephone. Most complaints received this way are quickly resolved.

Complaints can be made in person or by phone, or in writing, by mail or fax. Complaints are reviewed promptly and every effort is made to resolve them as quickly as possible. We monitor complaints and use them to assess and improve quality of service.

Please be sure to provide the following information when making a complaint:

• your name and Member ID
• your address and telephone number
• details of your complaint, including the time and place
• name(s) of staff involved and their office location

When you call or come to your office to make a complaint, you can ask to speak to your caseworker and/or a supervisor, who will address your situation. Your office will attempt to resolve your complain within 24 hours unless there are extenuating circumstances.

When a written complaint is received by your office, the complaint will be reviewed by the management staff. Your complaint will be responded to in writing within five business days.

If you are not satisfied with how your complaint has been handled, you can contact staff at the Client Service & Information Unit for further assistance.

When you call or come in to make a complaint, you will speak to a CSIU representative, who will ask you questions about your situation. A report will be made of the complaint, which will be reviewed by the supervisor of the unit. All complaints received are formally recorded and reviewed by Client Services & Information Unit management staff. The information you provide will be used to investigate the complaint. You may be contacted by phone for more information.

When a written complaint is received, the complaint will also be reviewed by management staff. CSIU staff may contact you to get more information if needed. Your complaint will be responded to in writing within five business days.

All complaints received are assigned a tracking number for reference purposes.

What can I expect during the Complaints Process?

• Each complaint is considered on its own merits
• You will be kept informed about what is happening and why it is happening
• You will be contacted when your complaint is escalated
• You will be informed when a decision is made and provided with an explanation for the decision
• Complaints involving staff conduct will be investigated and you will be informed when it is resolved, however no disciplinary information can be shared
• All written complaints will be responded to in writing, within five business days
• While there are certain steps that need to be taken to ensure fairness for all concerned, there can be unavoidable delays, however we will treat each case in a prompt and thorough manner
• If adjustments to the timelines are needed, we will let you know and explain why
• If you are making a verbal complaint, you may be asked to put your complaint in writing, especially if it involves a serious or complex matter.

We make every effort to resolve complaints as quickly as possible, however there may be situations where there are extenuating circumstances and these standards cannot be satisfied.

If your complaint involves another division or social agency, we will let you know where to direct your complaint.

What happens if I disagree with the outcome of my complaint?
If you have received a response to your complaint that you disagree with or feel that the complaint has not been addressed or resolved to your satisfaction, you can contact the General Manager's Office at 416-397-9682. Your phone call will be directed to the Client Services & Information Unit management staff for another review.

If you are not satisfied after contacting the General Manager's Office, you may contact the Office of the Ombudsman, City of Toronto at 416-392-7062, or by email at ombuds@toronto.ca. For more information, visit http://ombudstoronto.ca.