Customer Experience (311 Toronto) – Complaints & Compliments

A complaint is an expression of dissatisfaction with the City’s services, programs or staff. A complaint could be about 311 staff or the quality of the service you received from 311 Toronto.

How to Submit a Complaint

Complaints submitted to 311 will be investigated. Contact information is required to make a complaint.

Online

Start 311 Toronto staff service complaint

What Happens Next

• Complaint is received and reviewed by a supervisor.
• A full investigation will be completed.
• Follow up with the complainant will take place if required.
• Supervisor will take appropriate steps to address the complaint.
• Supervisor will respond back within 10 business days of receiving the complaint.

Unsatisfied with the Outcome of Your Complaint?

You may submit an escalation for the following reasons:

• unsatisfied with the complaint response
• no response received or timeline to provide response not met

How to Escalate

To create an escalation you need:

1. The request number of your complaint
2. Phone number or email address associated with the request number

Please use the online form or call 311 to request that your complaint be escalated and reviewed by senior management. Start your escalation request

After the Escalation Submission

1. If you sign up to receive status updates for your escalation you will receive notifications to your preferred channel of choice (SMS text or email).
2. All escalations will be responded to by the division responsible within two business days.
3. When appropriate, a decision letter will be shared via email or mail so that it can be taken for an external review to Ombudsman Toronto if you remain unsatisfied with the management of your escalation.