The City Planning Division leads policy development, champions design excellence, and delivers innovative research initiatives on land use issues, providing expert planning advice on housing, environmental sustainability, community and economic development, urban design, and transportation. We are committed to providing high-quality services throughout the planning process. We value feedback as it helps us maintain high standards and improve our services.
A complaint is an expression of dissatisfaction with the City’s services, programs, or staff. This could include issues related to City Planning staff or the quality of service you received from the division.
Before submitting a formal complaint, we recommend reviewing the City Planning – Customer Service Standards to better understand the general response timelines. If possible, discuss your complaint directly with the City Planning staff member involved in the issue.
If the issue is not resolved, you may request to speak to the staff member’s supervisor or manager for further assistance. If you remain unsatisfied, you may submit a formal complaint.
To submit a complaint, please email CityPlanning@toronto.ca with the details of your concern.
After completing the complaints process, if you feel you have been treated unfairly or received unfair service, you can contact Ombudsman Toronto.
We welcome your comments and suggestions regarding City Planning services and projects. Your feedback is valuable in helping us assess and enhance our processes.
To submit comments, please email CityPlanning@toronto.ca.
A compliment is an expression of appreciation for the service provided by City Planning staff or the division as a whole. Your positive feedback is important to us and helps recognize our staff’s dedication.
To submit a compliment, please email CityPlanning@toronto.ca.
Compliments will be forwarded to the relevant staff and shared with the management team. Unless a response is requested, we typically do not reply to compliments.