Municipal Licensing & Standards – Complaints & Compliments

Municipal Licensing & Standards 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 received or would like to share a compliment, please use one of the methods below to submit your feedback.

Tell us about your customer experience by taking our anonymous customer experience survey. Your feedback is important to us and will help us improve the services and programs we deliver.

If you require interpretation services, you may call 311 for assistance in your language of choice, using the Language Line service.

How to Submit a Complaint

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 be about customer service, program administration, and conduct issues.

Online

Service/staff complaint for Animal Services
For all other Municipal Services & Licensing business sections, please use the online complaints form.

Email

mlsfeedback@toronto.ca

Mail

The Customer Service Improvement Team
Municipal Licensing and Standards, Policy and Strategic Support
100 Queen St. W., 16th floor, West Tower
Toronto, ON, M5H 2N2

Fax

416-397-5463

What Happens Next

Your complaint will be logged, investigated and reviewed by management.
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?

You may submit an escalation for the following reasons:

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

How to Escalate

Animal Services

Please use the online form or call 311 to request escalation of your complaint and reviewed by Municipal Licensing & Standards senior management. To create an escalation online you need:

the request number of your complaint
phone number or email address associated with the request number

Other Municipal Services & Licensing business sections

Please email mlsfeedback@toronto.ca

After the Escalation Submission

If you sign up to receive status updates for Animal Services escalations, you will receive notifications to your preferred channel of choice (SMS text or email).
All escalations will be reviewed by the division, you will receive a response from the staff members.
Should your complaint reach the level of Executive Director, a final decision will be provided to you from Municipal Licensing & Standards. If you are still not satisfied with the outcome, you can bring the matter to Ombudsman Toronto.

How to Submit a Compliment

Your compliments are always welcome and will be forwarded to the appropriate area to help better service members of the public. Compliments can be submitted by an online form, email or mail.