Toronto Children’s Services staff are committed to serving the residents of the City of Toronto with professionalism and integrity. Feedback is an important step in our endeavour to continually improve our service delivery to you.
Children’s Services is committed to ensuring that all customer service contacts are responded to in a courteous, fair and timely manner and will take appropriate action, as required. We adhere to the following principles when dealing with a customer service contact.
- Everyone has the right to request service or complain about public services.
- All customers need to know that their requests are heard, understood and respected.
- We support participation for persons with disabilities, considering their needs and expectation of equity, dignity, integration and independence.
- Customers are expected to provide their requests and complaints in a respectful manner. Verbal abuse, verbal threats, racist statements, etc. will not be tolerated.
We track both customer service complaints and compliments. We define them:
- A complaint is an expression of dissatisfaction related to a Toronto Children’s Services program, service or staff member where you believe that the City or it’s staff has not provided a service experience to your satisfaction at the point of service delivery.
- A compliment is an expression of approval or appreciation for a service, staff member, program or process from you.
How to Make a Complaint or Compliment
Toronto Children’s Services
Metro Hall
55 John St., 10th floor
Toronto, Ontario
M5V 3C6
Attention: Client Liaison Consultant
What You Can Expect
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 the quality of service we are able to provide to you.
- Each complaint is considered on its own merit.
- Complaints will be treated confidentially and steps will be taken to help protect a complainant’s privacy.
- Complaint investigations are fair, impartial and respectful to parties involved.
- 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 advised of your option to escalate your complaint if you are dissatisfied with treatment or outcome.
- 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.
- 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 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.
What you can do if you do not agree with the resolution to your complaint
If you receive 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 Client Liaison Consultant at childcare@toronto.ca.
Fee Subsidy Eligibility
All applicants have the right to appeal any policy, procedure or decision about their eligibility for child care fee subsidy.
An applicant, or a person acting on their behalf, must submit an appeal in writing to the appropriate District Office.
When an appeal is submitted it is reviewed by the Children’s Services Appeal Committee. You will receive a response in writing regarding the committee’s decision.
