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Make a Complaint or Submit a Compliment

Complaints can include customer service, program administration and conduct issues. Complaints can be made by:

The Customer Service Improvement Team
Municipal Licensing & Standards, Policy and Strategic Support
City Hall, 100 Queen St. W., 16W
Toronto, ON, M5H 2N2

Complaint Process

You will be asked to explain why you think the decision or action taken was unfair. If it is determined that the complaint is within the jurisdiction of Municipal Licensing & Standards, you will be asked to put the complaint in writing. If the individual cannot or chooses not to put the complaint in writing, but wishes to make a verbal complaint, a Supervisor or Manager will transcribe that information onto a complaint form.

If the matter is related to fraud, waste, or a criminal activity, it will be referred immediately to the Auditor General’s Office. The complaint is reviewed and directed to the appropriate member of management staff. The individual will be advised who will be undertaking the review; and the time frame in which he or she may expect an answer.

To properly understand the complaint and to assess the information provided, the Supervisor or Manager will review the matter in question, which may include speaking with the complainant, staff member identified, and any other relevant people.

The Supervisor/Manager will be allowed up to 10 business days to complete the review. Recommendations for resolution will be made. The Supervisor or Manager will advise the complainant of the outcome of the review. If the matter is resolved, no further action will be taken. If the complainant is not satisfied with the resolution, the matter will be escalated to the Head of the appropriate program area (Director, Investigation Services; Director, Licensing Services; or Manager, Toronto Animal Services) for review.

To properly understand the complaint and to assess the information provided, the Program Head will review the findings of the Supervisor/Manager. This may include speaking with the complainant, staff member identified, and any other relevant people, as necessary. The Program Head will be allowed up to 10 business days to complete the review. Recommendations for resolution will be made. The Program Head will advise the complainant of the outcome of the review. If the matter is resolved, no further action will be taken.

If the complainant is not satisfied with the resolution, the matter will be escalated to the Executive Director for review. The Executive Director will review the matter in question, which may include reviewing the findings of the Program Head, speaking with the complainant, staff member identified, and any other relevant people, as necessary. The Executive Director will be allowed up to 10 business days to complete the review. Recommendations for resolution will be made. The Executive Director will advise the complainant of the outcome of the review. If the matter is resolved, no further action will be taken.

If the complainant is not satisfied with the resolution, the complainant will be advised that the complaint may be raised with the Ombudsman’s Office.