Fleet Services – Complaints & Compliments

A formal complaint could include dissatisfaction or safety concerns about a City vehicle or how it is being operated.  

How to Submit a Complaint

To submit a complaint, the vehicle license plate number or unit number is required. 

Online

Start driver or vehicle complaint

Phone

If you cannot submit your complaint online, call:

• 311
• 416-392-2489 (outside Toronto)
• 416-338-0889 (TTY)

What Happens Next

• The complaint is received and reviewed
• An investigation will be initiated
• Within 10 business days, the appropriate service area within the City will be notified for action
• Follow up with the complainant will take place if required

Unsatisfied with the Outcome of Your Complaint?

You may submit an escalation for the following reasons:

• Unsatisfied with the complaint response
• No response received or timeline to provide responses not met

How to Escalate

To create an escalation, you need:

• The request number of your complaint 
• Phone number or email address associated with the request number 

Please use the online form or call 311 to request that your complaint be escalated and reviewed by senior management. Start your escalation request.

After the Escalation Submission

1. If you sign up to receive status updates for your escalation, you will receive notifications to your preferred channel of choice (SMS text or email).  
2. All escalations will be reviewed by the division, you will receive a response from the staff members. 
3. When appropriate, a decision letter will be shared via email or mail so that it can be taken for an external review to the Ombudsman Toronto if you remain unsatisfied with the management of your escalation.