The Corporate Finance Division has a procedure for receiving and handling complaints from people dissatisfied with service, actions or lack of action by a Corporate Finance 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

Please note: anonymous complaints are not dealt with under this policy, as they are difficult, if not impossible, to assess or investigate. If the complaint is about a perceived fraud by a Corporate Finance staff person you can access the City’s Fraud & Waste Hotline at 416-397-STOP (7867).

Complaints not relating to the division’s responsibilities, they will be re-routed to the relevant areas.

The process and policy described here applies to complaints about four business units or staff in those units:

  • Capital Markets
  • Business Investments and Intergovernmental Finance
  • Corporate Financial Strategies
  • Financial Policy

Complaints relating to Insurance and Risk Management, please refer to the Insurance and Risk Management Complaint Process.

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.

How to Submit a Complaint

Complaints may be made verbally or in writing.

We recommend you first speak directly with the staff or business unit 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 Corporate Finance management staff.  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 about service, actions, or lack of action:

The personal information you choose to provide on this 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

Telephone: 416-392-9640

Email: Elaine.Tran@toronto.ca

Fax: 416-397-4555
Attention: Corporate Finance Division Complaint Officer

Mail:

Corporate Finance Division
Toronto City Hall, 100 Queen St. W.
5th floor, East Tower
Toronto, ON  M5H 2N2
Attention: Corporate Finance Division Complaint Officer

 

Commitment to Delivering Accessible Customer Service

To make a complaint or receive a response in a preferred mode with respect to accessible customer service, please contact the Corporate Finance Complaint Officer at 416-392-9640.