It is the policy of the Division to invite public feedback about our service delivery. The following protocol outlines the process the Division will follow in regard to feedback we receive.
Policy
- EDC will review and address all feedback promptly and ensure every effort is made to respond and resolve issues as quickly as possible in accordance with the following protocol.
- The EDC Feedback (Comments, Compliments and Complaints) Protocol is accessible to the public online and at locations where EDC offers counter services.
- All feedback will be monitored and reviewed regularly for opportunities to improve service delivery.
- Complaints will be investigated in a fair, impartial and respectful manner and kept confidential to protect complainant’s privacy.
Receipt and Review
- Comments and compliments are forwarded to the appropriate staff and the direct supervisor.
- Written comments and compliments will receive a written acknowledgement.
- Verbal comments and compliments will receive written or verbal acknowledgement.
For questions on the protocol, please contact:
Harsh Sodhi
Program Manager, General Manager Office
416-397-5306
Harsh.Sodhi@toronto.ca
Related Policies
Complaints & Compliments About City Services
A complaint is an expression of dissatisfaction with EDC’s policies, procedures, employees or quality of service such as:
- Failure to do something agreed to do
- Failure to observe policies or procedures
- Unacceptable delay
- Staff error
- Discourteous actions/statements by staff
Complaint Receipt, Review and Resolution Process
- EDC staff will do their best to provide a prompt and satisfactory resolution before moving the complaint through the stages.
- EDC will acknowledge receipt of your complaint by the end of the next working day.
- You will be contacted with an update on the status of your complaint and/or a final resolution within 10 working days at each stage.
- Final resolution will be provided as promptly as possible, depending on the nature of the complaint and the course of action required.
- If you are not satisfied with the final resolution provided to you by the end of the third stage, you may contact the City’s Ombudsman for an external review.
- In some cases, you may be referred to an alternate accountability office, such as the Office of Equity, Diversity and Human Rights, or the Fraud & Waste Hotline, depending on the nature of the complaint.
There may be three stages to EDC’s complaints process:
- Staff Review
- Manager Review
- General Manager/DCM Review
Stage 1: Staff Review
- EDC staff will attempt to provide a resolution as promptly as possible given the nature of your complaint.
- You will be contacted with an update on the status of your complaint and/or a final resolution within 10 working days.
- Complaints that cannot be promptly resolved by the initial staff member you contacted will be referred to the appropriate Manager.
Stage 2: Manager Review
- The Manager will review and attempt to resolve your complaint as quickly as possible with input from staff.
- Additional information may be required to further review the complaint and propose a resolution.
- You may be asked to submit a verbal complaint in writing, especially if it involves a serious or complex matter.
- You will be contacted with an update on the status of your complaint and/or a final resolution within 10 working days.
- If you are not satisfied with the final resolution provided, you may request that your complaint be furthered reviewed.
Stage 3: Director/General Manager Review
- Using the same procedure as the Manager outlined above, the appropriate Director will review and attempt to provide a resolution to your complaint.
- You will be contacted with an update on the status of your complaint and/or a final resolution within 10 working days.
- If the resolution provided by the Director is not to your satisfaction, the General Manager (in consultation with the Deputy City Manager if required) will provide a final review and resolution.
- If you are not satisfied with the resolution provided by the General Manager, you may contact the City’s Ombudsman for an external review. In some cases, you may be referred to an alternate accountability office, such as the Office of Equity, Diversity, and Human Rights or Fraud and Waste, depending on the nature of the complaint.
Complaints may be submitted verbally in person, by telephone, or in writing by hand delivery, mail, email or fax.
Please be sure to provide the information listed below:
- Name
- Address
- Telephone Number
- Email
- Details of your complaint
- Any action you would like us to take
Alternatively, you can fill out our Feedback Form*, and submit it to the appropriate EDC contact in person, by mail, email or fax.
* Economic Development & Culture collects personal information on this form under authority of the City of Toronto Act, 2006, s. 136(c) and the City of Toronto Municipal Code, Chapter 169, Article I, ss. 169-1, 169-2, and 169-4. The information you provide will be used to review all feedback provided, for quality assurance, and may be used for contact purposes. Questions about this collection can be directed to the Economic Development & Culture, Planning & Project Consultant, City Hall, 8th Floor, East Tower, 100 Queen Street West, Toronto, Ontario, M5H 2N2, 416-397-5306.
Arts & Culture Services – Arts Services, City Cultural Events, Cultural Partnerships
Business Growth Services – Business Improvement Areas, Business Retention & Expansion, Entrepreneurship Services, Sector Development
Film & Entertainment Industries – Sector Development, Event Support, Film & Television and Digital Media Office, Tourism Services
Museums & Heritage Services – Capital Assets & Heritage Facilities Maintenance, Collections & Curatorial, Museums
Program Support – EDC Internal Support
General Manager’s Office
TTY customers can submit their feedback by calling 416-338-0TTY (0889).
