City Manager’s Office – Complaints, Comments & Compliments

Submitting An Escalation

The City Manager’s Office can review and investigate complaints about Divisions after you have gone through the Divisional process for complaints. Each division has its own process.

Before reaching out to the City Manager’s Office with a complaint escalation, you need to:

1. Talk to the division responsible first. Go through the division’s full complaints process. Visit Feedback About City Services to get started.
2. Follow the entire divisional complaint process. This means that you have escalated the complaint to the highest level of management within the Divisional process.
3. Have escalated to the appropriate Deputy City Manager Office or Office of the Chief Financial Officer & Treasurer and have received a response.

Please consult the City Administrative Structure to determine the relevant office, either the Deputy City Manager’s Office or the Office of the Chief Financial Officer & Treasurer, responsible for overseeing the division to which your escalated complaint pertains.

• • Deputy City Manager Office, Community & Social Services: DCMO_CSS@toronto.ca
  • Deputy City Manager Office, Infrastructure Services: DCMO_IS@toronto.ca
  • Deputy City Manager Office, Development & Growth Services: DCMO_DGS@toronto.ca
  • Deputy City Manager Office, Corporate Services: DCMOCSescalations@toronto.ca
  • Office of the Chief Financial Officer & Treasurer: FinanceAndTreasury@toronto.ca

After receiving a response from the appropriate Deputy City Manager’s Office or Office of the Chief Financial Officer & Treasurer, if you feel that your complaint escalation was not appropriately addressed, you can submit your complaint verbally (by telephone) or in writing (by mail or email). Include your name and any documentation from your complaints process.

Email

cmofeedback@toronto.ca

Phone

416-392-8673

Mail

City Manager’s Office
Toronto City Hall
100 Queen St. W.
4th Floor, East Tower
Toronto, ON M5H 2N2
Attention: Complaint, Comment or Compliment

Complaints for the City Manager’s Office

The City Manager’s Office is also responsible for receiving and investigating complaints for the following divisions:

• Office of the Chief of Staff (Executive Administration, Governance & Corporate Strategy, Intergovernmental & Agency Relations, and Strategic Partnerships)
• Strategic Public & Employee Communications
• Indigenous Affairs Office
• FIFA World Cup 2026 Secretariat

If you are dissatisfied with the quality, timelines or accessibility of a City Manager’s Office service, process or staff member for one of the above areas you can submit your complaint verbally (by telephone) or in writing (by mail or email).

Email

cmofeedback@toronto.ca

Phone

416-392-8673

Mail

City Manager’s Office
Toronto City Hall
100 Queen St. W.
4th Floor, East Tower
Toronto, ON M5H 2N2
Attention: Complaint, Comment or Compliment

What Happens Next

• The City Manager’s Office acknowledges complaints and escalations as they are received.
• You will receive a response within 10 business days.
• Follow-up times may vary depending on the nature of the complaint requiring staff inquiry and clarifications. Where an expanded review is required, complainants will be contacted as soon as possible with either a final response or update. At that time, the complainant is advised of when the next contact will be – either for a proposed resolution or for the next progress update.