Economic Development & Culture – Complaints & Compliments

A complaint is an expression of dissatisfaction with EDC’s policies, procedures, employees or quality of service such as:

• Failure to do something agreed to do
• Failure to observe policies or procedures
• Unacceptable delay
• Staff error
• Discourteous actions/statements by staff

How to Submit a Complaint

Complaints may be submitted verbally in person, by telephone, or in writing by hand delivery, mail, or email.

Please be sure to provide the information listed below:

• Name
• Address
• Telephone Number
• Email
• Details of your complaint
• Any action you would like us to take

Alternatively, you can fill out our Feedback Form, and submit it to the appropriate EDC contact in person, by mail, email or fax.

What Happens Next

• EDC staff will do their best to provide a prompt and satisfactory resolution before moving the complaint through the stages.
• EDC will acknowledge receipt of your complaint by the end of the next working day.
• You will be contacted with an update on the status of your complaint and/or a final resolution within 10 working days at each stage.
• Final resolution will be provided as promptly as possible, depending on the nature of the complaint and the course of action required.

Unsatisfied with the Outcome of your Complaint?

There may be three stages to EDC’s complaints process:

• Staff Review
• Manager Review
• General Manager/DCM Review

Stage 1: Staff Review

• EDC staff will attempt to provide a resolution as promptly as possible given the nature of your complaint.
• Complaints that cannot be promptly resolved by the initial staff member you contacted will be referred to the appropriate Manager.

Stage 2: Manager Review

• The Manager will review and attempt to resolve your complaint as quickly as possible with input from staff.
• Additional information may be required to further review the complaint and propose a resolution.
• You may be asked to submit a verbal complaint in writing, especially if it involves a serious or complex matter.
• You will be contacted with an update on the status of your complaint and/or a final resolution within 10 working days.
• If you are not satisfied with the final resolution provided, you may request that your complaint be furthered reviewed.

Stage 3: Director/General Manager Review

• Using the same procedure as the Manager outlined above, the appropriate Director will review and attempt to provide a resolution to your complaint.
• You will be contacted with an update on the status of your complaint and/or a final resolution within 10 working days.
• If the resolution provided by the Director is not to your satisfaction, the General Manager (in consultation with the Deputy City Manager if required) will provide a final review and resolution.
• After completing the City of Toronto’s complaints process, if you feel you have been treated unfairly or received unfair service, you can contact Ombudsman Toronto.
• In some cases, you may be referred to an alternate accountability office, such as the Office of Equity, Diversity and Human Rights, or the Fraud & Waste Hotline, depending on the nature of the complaint.