Engineering Construction Services – Complaints & Compliments

You may wish to submit a complaint to the Engineering & Construction Services Division about the engineering design or construction management for large municipal projects such as roads, watermains and sewers.

A complaint is a statement of dissatisfaction or concern regarding the division’s services, actions, or projects. It often highlights issues that require attention or resolution.

How to Submit a Complaint

If you have a complaint with a specific construction project that is being delivered by the City of Toronto you can either:

• Phone or email the contact person for the project as shown in the Construction Notice or bulletin that was delivered to local residents and businesses. This notice can also be found on the Ward map.
• Contact 311 and inquire who to contact for the project.
• Contact the construction inspection staff located at the project site.

The contact person will contact you within two business days and follow up on your question or complaint. They will work directly with the contractor in the field to answer your questions or to resolve your complaint quickly.

If you are not sure if a project is being delivered by the City of Toronto; for example, the utility companies (for example, Bell, Rogers, Enbridge, Hydro) are also engaged in construction activity and TOInview is a map-based tool to search an area of the city to determine the correct construction contract for a construction project.

What Happens Next

• Your complaint will be investigated and reviewed.
• You should expect to receive an acknowledgment of your complaint within two business days that tells you who will be undertaking the investigation and when you should expect an answer.
• You should expect to receive a response to the complaint within ten business days. If this is not possible, you will be advised of the reason why and the estimated timeline for response.

Unsatisfied with the Outcome of Your Complaint?

If you are not satisfied with the solution provided by our front-line staff, you can ask the staff to escalate the complaint to their Manager (or designate) for resolution.

If the complaint is still not resolved, the Manager will involve the Director to resolve the complaint.

If you are not satisfied with the outcome of your complaint following a response from the Director, and wish to pursue it further, please write or email the Chief Engineer and Executive Director of Engineering & Construction Services who will review the complaint. If you contact the Chief Engineer’s office prior to working with the Manager or Director, your complaint will be sent to them for resolution first.

Chief Engineer and Executive Director, Engineering & Construction Services:

Toronto City Hall
100 Queen St. W.
24th Floor East Tower
Toronto, ON M5H 2N2

Email: ecs@toronto.ca

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 .