Employment & Social Services – Complaints & Compliments

A complaint is an expression of dissatisfaction with the City’s services, programs or staff. Toronto Employment & Social Services (TESS) has a complaint procedure in place to address concerns about TESS service and staff conduct, as well as to handle complaints from people dissatisfied with the management of their Ontario Works file.

How to Submit a Complaint

We monitor complaints and use them to assess and improve quality of service. If your complaint involves another division, municipality or social agency, we will let you know where to direct your complaint.

Contact your TESS Office

You should first speak directly with management staff at your local Employment & Social Services office, either in person or by telephone. Most complaints received this way are quickly resolved. Your office will attempt to resolve your complaint within 24 hours unless there are extenuating circumstances.

Contact the Client Services & Information Unit

All complaints received by TESS’ Client Services & Information Unit are formally recorded and reviewed by management staff. The information you provide will be used to investigate the complaint. You may be contacted by phone for more information. All complaints received are assigned a tracking number for reference purposes.

You can contact the Client Services & Information Unit by phone, mail or fax.

Please be sure to provide the following information when making a complaint:

• your name and Member ID
• your address and telephone number
• details of your complaint, including the time and place
• name(s) of staff involved and their office location

What Happens Next

• Complaints are reviewed promptly and every effort is made to resolve them as quickly as possible. There may be situations where there are extenuating circumstances and these standards cannot be satisfied. If adjustments to the timelines are needed, we will let you know and explain why.
• Written complaints will be responded to in writing within five business days.
• If you are making a verbal complaint, you may be asked to put your complaint in writing, especially if it involves a serious or complex matter.
• Messages sent by mail to your local office or through MyBenefits are received by your caseworker. If a complaint is included in your message, it will be escalated to management.
• You will be kept informed during the complaint process and advised when your complaint is escalated.
• You will be informed when a decision is made and provided with an explanation for the decision.
• Complaints involving staff conduct will be investigated and you will be informed when it is resolved, however, no disciplinary information can be shared.

Unsatisfied with the Outcome of Your Complaint?

How to Escalate

Contact the General Manager’s Office at 416-397-9682. Your call will be directed to management staff from the Client Services & Information Unit for another review.

If you are still not satisfied, you may contact Ombudsman Toronto.