Take our anonymous customer experience survey to help us to improve our services.

 

Tell us about your customer experience. Your feedback is important to us and can help us shape future programs and initiatives.

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., 16th floor, West Tower
Toronto, ON, M5H 2N2

Compliments are always welcome and can be submitted using the email or address above.

Complaint Process

Municipal Licensing & Standards (MLS) 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 complaint was handled, you may submit a formal complaint. Customers can make a complaint using the online form or via phone, in person, by email, by calling 311, by fax or letter. 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.

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 may file an anonymous complaint, but management can only investigate if sufficient details are provided to allow a full investigation into the situation.

Complaint service standards

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.