City Clerk’s Office – Customer Service Standards

The City Clerk’s Office serves customers through programs in three areas:

  • Elect government: ensure elections readiness and manage elections operations.
  • Make government work: manage government decision-making processes, support elected and accountability officials, provide ceremonial and official event services and deliver provincially delegated services.
  • Promote open government: lead corporate information management, enable corporate information stewardship and deliver information production services.

In each service area, the City Clerk’s Office is committed to achieving the highest standards in terms of:

Accuracy of information

For example: produce 100 per cent of meeting minutes accurately (measured by their adoption without amendment by Council/Committee at the next meeting).

Prompt, timely and responsive service

For example:

  • Post online 100 per cent of Council and Committee decision documents within two business days after the end of the meeting.
  • Answer 95 per cent of telephone calls to Registry Services within 20 seconds.
  • Acknowledge receipt of 100 per cent of insurance claims against the City by the end of the next business day.

Full compliance with legislative requirements

For example:

  • Deliver electoral events whenever required in full compliance with provisions of the standards prescribed in the Municipal Elections Act, 1996, and by Council bylaws (as measured against the number of court challenges that are upheld in the City’s favour).
  • Deliver mandated notices in full compliance with the provisions of the Planning Act and other statutes (as measured against the number of administrative tribunal appeals or court challenges in which failure to give notice is raised, and where the decision is in the City’s favour).

Open and accessible people, processes, information and services

For example

  • Work in collaboration with all City divisions to achieve as a City-wide standard, a minimum 80 per cent compliance rate to the 30 day response time for freedom of information requests established by the Municipal Freedom of Information and Protection of Privacy Act.

Professional, fair and consistent conduct and performance

Measure and benchmark customer service in City Clerk’s Office program areas wherever possible.

For example:

  • Survey of electors in the general population and among disability groups to measure perceptions of the voting experience during the 2014 municipal election.

Equitable and respectful service responsive to the range of diversity in the community, including race, ethnicity, religion, gender, age, sexual orientation and disability

For example: City Clerk’s Office standards for providing service to people with disabilities.

We are committed to satisfying your expectations in all our services. If you have a comment, whether it be a compliment or complaint, we want to hear from you.

You may use our general enquiry channels for any comment. For complaints, you may prefer to see our detailed page on our complaint process.

Our General Enquiry Channels

Mail

City Clerk’s Office
City Hall, 100 Queen St. W.
1st floor, North
Toronto, ON  M5H 2N2
Attention: City Clerk’s Office, Compliment/Suggestion

Email

Email: clerk@toronto.ca
Subject heading: City Clerk’s Office, Compliment/Suggestion

Fax

Fax: 416-392-1867
Attention: City Clerk’s Office, Compliment/Suggestion

Personal information is not secure if sent by fax transmission. The City of Toronto does not recommend sending correspondence by fax.

Notice of Collection

The personal information you choose to provide is collected under the authority of the City of Toronto Act, 2006. The information you provide will be used to improve our customer service and may be used for contact purposes. Questions about this collection can be directed to the City Clerk’s Office c/o Management Consultant, City Hall, 13th Floor West, 100 Queen St. W., Toronto, ON, M5H 2N2, ph 416-392-8107.