Feedback from our customers is critical to our success. We are committed to listening and improving our services and in treating our customers in an open, transparent and timely manner.
This complaint handling procedure is established to provide the public with clear steps to follow when making a complaint, to ensure each is handled fairly and efficiently, and to improve standards and service delivery.
You can submit a compliment or complaint regarding a City of Toronto Security Guard or Contract Security Guard at a facility.
Any member of the public or City of Toronto employee can file a written complaint with the Director, Corporate Security which will be promptly and properly investigated.
All complaints are to be sent, in writing to:
Director, Corporate Security
Corporate Security, City of Toronto
55 John St., 7th Floor
Toronto, ON M5V 3C6
Under the Private Security And Investigative Services Act, 2007, a member of the public may file a formal complaint about the conduct of a security guard, private investigator or a licensed security business.
The Ministry provides a Public Complaint Form that details which information must be included.
See the Ministry of Community Safety & Correctional Services for information on how to submit a complaint.
Facilities Management provides facility management services for the City’s properties, including all civic centres/office buildings, meeting rooms and public access locations.
Feedback from our customers is critical to our success. We are committed to listening and improving our services and treating our customers in an open, transparent and timely manner.
This complaint handling procedure is established to provide the public with clear steps to follow when sharing feedback and to ensure each is handled fairly and efficiently.
If your complaint is specific to Facilities Management, regarding City-owned facilities such as civic centres, meeting rooms, building signage, or construction, please email firstname.lastname@example.org with the information below:
We will handle your complaints confidentially, investigate and let you know the outcome within 15 business days.
Outside investigators will be called for complaints that are of serious nature or have impacts on the public.
Monday to Friday from 8:30 a.m. to 4:30 p.m.
In case you are not satisfied with the outcome received, please have copies of the original complaint and responses prior to escalation and follow these steps:
All complaints will be logged and tracked from initial receipt up until the complaint is resolved.
In compliance with the City of Toronto’s Complaint Handling Guidelines, all complaints will be logged and tracked from initial receipt throughout the entire process until the complaint is resolved.
If your complaint is specific to Real Estate Services regarding property transactions, please contact the Director, Property Management Services:
If your complaint is regarding other City of Toronto services, please call 311 to have your complaint directed to the appropriate staff.
Monday to Friday from 8:30 a.m. to 4:30 p.m. or please leave a message and your call will be returned within three business days.