The Accounting Services Division has a procedure for receiving and handling complaints from people dissatisfied with service, actions or lack of action by an Accounting Services business unit or staff member.

For the purpose of this policy, a complaint can be about one or more of the following categories:

  • divisional policy
  • process or procedures
  • staff
  • access to service
  • timeliness of service
  • outcome
  • quality of service
  • standard of service

Submitted complaints are reviewed promptly and we make every effort to resolve them as quickly as possible. We monitor complaints and use them to assess and improve quality of service.

Please note that anonymous complaints are not dealt with under this policy, as they are difficult, if not impossible, to assess or investigate.

How to Submit a Complaint

Complaints can be made verbally or in writing.

We recommend you first speak directly with the service area where you have an issue, in person or by telephone. Most complaints are received this way and resolved promptly. If you are not satisfied with how your verbal complaint is handled you can submit a written complaint.

All written complaints are reviewed by the Director, Accounting Services. The information will be treated as confidential to protect your privacy.

If you wish to submit a written complaint, you can use our complaint form to formally record and submit a complaint.

The personal information you choose to provide on the complaint form is collected under the authority of the City of Toronto Act, 2006. The information you provide will be used to investigate the complaint and may be used for contact purposes.

Where to send your complaint


Please email the Accounting Services’ Complaint Officers at and

By mail:

Accounting Services
Metro Hall
55 John St., 14 floor
Toronto, ON M5V 3C6
Attn: Accounting Services Division Complaint Officer