Submitted complaints are reviewed promptly and the office staff will make every effort to respond/acknowledge receipt of the complaint within 24 hours. We monitor complaints and use them to assess and improve quality of service.

Information You Should Provide in Your Complaint

To ensure timely resolution to your complaint, please include the following details in your verbal or written submissions:

  • Contact Information
    • Name
    • Telephone number
    • Email address (optional)
  • Name of MCIC staff/Working Group/Committee or other City Divisions you are complaining about
  • Nature of complaint (Strategic Policy, Staff Conduct, Service Standards, etc.)
  • Any other important details that support your complaint (e.g. date and location of incidence, etc.)
  • Submit any documentation such as previous correspondence (e.g. emails, letters, Memorandum, telephone messages, incident notes, etc.) that support your complaint

All the information that you provide in your complaints submission will be treated as confidential to protect your privacy.

How to Submit a Complaint

Complaints related to services provided by MCIC, either directly by staff or through an MCIC-led Working Group/Committee should be submitted to the Director, MCIC through the following methods:

Mail John Kelly, Director

Major Capital Infrastructure Coordination Office
Metro Hall, 55 John St.
16th Floor,
Toronto, ON M5V 3C6

Email John.Kelly@toronto.ca

Fax 416-392- 4426, ATTN: John Kelly, Director, MCIC

If necessary, complaints/issues will be referred to the Deputy City Manager for resolution.

Phone 416-338-7200

Mail
ATTN: Deputy City Manager – Infrastructure and Development Services
City Hall, 100 Queen St. W.
24th Floor, East Tower
Toronto, ON M5H 2N2

Email Tracey.Cook@toronto.ca

Fax 416-392-4540, ATTN: Office of the Deputy City Manager – Infrastructure and Development Services

Complaints related to services provided by other City Divisions who are involved in one or more of MCIC-led initiatives should be directed to the Director, Major Capital Infrastructure Coordination Office through the following methods:

Mail John Kelly, Director

Major Capital Infrastructure Coordination Office
Metro Hall, 55 John St.
16th Floor,
Toronto, ON M5V 3C6

Email John.Kelly@toronto.ca

Fax 416-392- 4426, ATTN: John Kelly, Director, MCIC

If necessary, complaints/issues will be referred to the Deputy City Manager for resolution.

Complaints Timeline

Complaints submitted to the MCIC office are reviewed promptly by the Director, MCIC and are logged into the MCIC Complaints Tracking Database. A Complaint Tracking Number and a Bring Forward Date (30 Days from the date the complaint was received) will be assigned to the case.

The Director, MCIC will follow up with the complainant and/or the divisional staff to whom the complaint was referred to on the Bring-Forward Date to ensure that the complaint was resolved and that the appropriate response has been provided to the complainant.

If the complaint has been resolved within the 30-day time frame, this complaint will be considered “Closed”

Unsatisfied?

If you are not satisfied with the outcome of your complaint, you can present your compliant and concerns to the Office of the Ombudsman.