Municipal Licensing & Standards (ML&S) aims to deliver excellent, equitable, and accessible customer service within our scope of administering and enforcing City of Toronto bylaws. If you are dissatisfied with the service you receive, we will work with you to make it easy for you to express your concerns and will work to resolve your complaint as quickly as possible.
Before submitting a complaint, we ask that you first speak directly with the staff where you have an issue to allow staff an opportunity to resolve your concerns. Most complaints are resolved promptly this way.
However, if you are not satisfied with how your issue was handled, you may submit a formal complaint. Complaints can include customer service, program administration, conduct issues and allegations of harassment and discrimination in the workplace. Complaints can be made by:
If you require interpretation services to make a complaint, you may call 311 for assistance in your language of choice, using the Language Line service.
Compliments are always welcome and can be submitted using the email or address above.
Complaints about staff conduct that include allegations of harassment and discrimination in the workplace can be made to Municipal Licensing & Standards or to the City’s Human Rights Office. Complaints are addressed according to the Human Rights and Anti-Harassment/Discrimination Policy.
Your complaint will be logged, investigated, and reviewed by management. If you remain unsatisfied with the response to your complaint, you may escalate the complaint to higher level management for review. Should your complaint reach the level of executive director and you are still not satisfied with the outcome, you can bring the matter to Toronto’s Ombudsman.
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.
The complaint process allows for anonymous complaints. When complaints are filed anonymously, the City will determine if there are sufficient details to trigger an investigation, specifically if there is enough information to understand the particulars of the incident(s), assess the allegations, and provide procedural fairness to a Respondent. When contact information is provided it allows the City to follow up for more details if needed and to provide assistance as well as provide relevant outcome information.