Corporate Real Estate Management – Complaints & Compliments

You can submit a compliment or complaint regarding a City of Toronto Security Guard or Contract Security Guard at a facility.

Option 1: Filing a Complaint with the Director, Corporate Security, City of Toronto

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:

Dwaine Nichol
Director, Corporate Security
Corporate Security, City of Toronto
Metro Hall
55 John St., 2nd Floor
Toronto, ON M5V 3C6

Option 2: Filing a Complaint with the Private Security and Investigative Services Branch, Ministry of Community Safety and Correctional Services

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.

Complaint Procedure

If your complaint is specific to Facilities Management, regarding City-owned facilities such as civic centres, meeting rooms, building signage, or construction, please email facilities_customer_support@toronto.ca with the information below:

• Please complete the Complaint Tracking Form and provide details such as:
  • Contact information including full name of complainant, full address, telephone number and email address
  • Description of complaint, what happened, who was involved, dates and times, building address, service area or location of problem
  • Names of witnesses, photographs, and other pertinent information

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.

Hours of Operation

Monday to Friday from 8:30 a.m. to 4:30 p.m.

Complaint Escalation

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:

• Step 1: If you are not satisfied with the response from the Complaint Procedure, please contact Neena Sethi, Manager, Program Office, Corporate Real Estate Management at 416-338-2745 or at Neena.Sethi@toronto.ca.
• Step 2: If you are not satisfied with the outcome received from the Manager, Program Office, Corporate Real Estate Management please contact Patrick Matozzo, Executive Director, Corporate Real Estate Management at 416-392-9158 or at Patrick.Matozzo@toronto.ca.
• Step 3: If you are not satisfied with the outcome received from the Executive Director, Corporate Real Estate Management, please contact Josie Scioli, Deputy City Manager, Corporate Services at 416-397-4156 or Josie.Scioli@toronto.ca.
• Step 4: If you are not satisfied with the response received from the Deputy City Manager, Corporate Services, please contact the City Manager’s Office at 416-392-8102 or talktocitymanager@toronto.ca.
• Step 5: If you are still not satisfied with how your complaint was handled, you may escalate your complaint to the Office of the Ombudsman.

All complaints will be logged and tracked from initial receipt up until the complaint is resolved.

Complaint Procedure

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.

Step One

If your complaint is specific to Real Estate Services regarding property transactions, please contact the Director, Property Management Services:

• Telephone: 416-338-0234
• Email: Graham.Leah@toronto.ca

If your complaint is regarding other City of Toronto services, please call 311 to have your complaint directed to the appropriate staff.

Complaint Information and Timeline

1. Please complete the Complaint Tracking Form  or provide details such as:
   • Contact information including full name of complainant, full address, telephone numbers and email address
   • Description of complaint, what happened, who was involved, dates and times, building address, service area or location of problem
   • Include names of witnesses, photographs and other pertinent information
2. In each step, we will handle your complaints confidentially, investigate and let you know the outcome within 15 business days
3. Outside investigators would be called for complaints that are of serious nature or impacts on the public

Hours of Operation

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.