Call 311 for all water emergencies. Visit toronto.ca/311 for more contact details and self-service options.
311 provides customer service 24/7 for any of the following (or click a link to report online):
- watermain breaks
- sewer flooding
- basement drain blocked or backed up
- water service turn off / turn on
- damaged water service valve
- basement or sewer flooding
- leaking or broken water meter
- no water service
- problems with water pressure or volume
- discoloured tap water
- leaking water line on private property
- leaking or damaged fire hydrant
All inquiries including information updates, new accounts and closing of accounts should be directed to Revenue Services Customer Service Representatives at 416-338-4829, or visit www.toronto.ca/utilitybill
Toronto Water conducts free testing of residents’ water supply, upon request. The Water Quality lab tests for lead and other contaminates. More information.
Visit the Toronto Water Service Counter to submit applications and pay fees for new water and sewer service installations, water service upgrades (e.g. pipe upsizing) and hydrant permits. The Toronto Water Service Counter is open Monday to Friday from 8:30 a.m. to 4:30 p.m.:
North York Civic Centre
5100 Yonge Street, 2nd floor
Concerns re: service or complaints
Toronto Water strives to provide quality water services through supplying drinking water and treatment of wastewater and stormwater to residents, businesses and visitors in order to protect public health, safety and property in an environmentally and a fiscally responsible manner. Toronto Water continually strives to provide prompt and reliable service.
- If you have a concern or other issue regarding service you received from Toronto Water staff, please call 311 or email firstname.lastname@example.org. Be sure to include any details about the service you requested as well as your name, full address and daytime contact number.
- If your complaint concerns a service call conducted at your home or place of business please follow-up with the area supervisor to resolve the issue.
- If your complaint concerns an application for a grant, rebate or subsidy please follow-up with the Service Programs Unit.
We will work to resolve your concern or complaint as quickly as possible.
Escalated complaint process
Toronto Water has established policies and procedures for handling complaints from customers who are not satisfied with the resolution of a complaint in regards to service, actions/lack of action by Toronto Water staff, or Toronto Water's current service standards.
Before submitting an official written complaint, you must first speak directly with 311 or the Toronto Water service area where you have an issue, as evidence that City staff attempted to satisfy your concerns. Most complaints are resolved promptly this way by Toronto Water staff.
However, if you are not satisfied with how your complaint was handled, you may complete and submit an official written complaint using this form. Your completed complaint form will be officially logged for public record in the Toronto Water Complaint Registry, then investigated and escalated for management review. Unless you are filing an anonymous complaint, this form must be completed in full and signed in order to ensure accuracy, transparency and consistency in addressing your concern. Only original copies will be accepted.