The Municipal Licensing and Standards (ML&S) division’s mission is to contribute to the safety, vibrancy and maintenance of our communities by being a leader in the professional delivery of bylaw enforcement, administration and animal care services to Toronto. The division delivers the following services:
Service requests can be submitted by calling 311 or reporting online. Please provide the correct contact information and if possible, an email address with your request. After you submit a service request, staff from ML&S will contact you to gather more information before beginning their investigation.
ML&S has adopted priority response models to prioritize urgent service requests, provide excellent customer service and maintain a responsive process for managing service requests. The service standards or the periods within which you may expect to be contacted are indicated below. Service standards provided below are what ML&S aspires to achieve, however standards may be affected by the volume and frequency of service requests, and other factors.
As each situation is unique and many factors influence investigations and the time need to resolve different issues, there is no set time frame within which service requests are resolved. You can track your service requests to 311 using the reference number provided.
Service requests for property standards are categorized into three levels of response. Urgent property standards requests fall under Priority 1, which includes matters that present health and safety issues, consist of vital services, or has an imminent impact to life safety. The City aims to contact you within 24 hours for urgent service requests related to:
Service requests for property standards are categorized into three levels of response. Non-urgent requests fall under Priority 2 and 3.
Priority 2 non-urgent service requests includes new or recurring service requests that require a time-specific appointment to obtain photographic evidence, conduct a site assessment, and/or collect witness statements. The City aims to contact you within five days for service requests related to:
Priority 3 non-urgent service requests includes first time offences that does not meet the criteria for a Priority 1 or 2 response and may be resolved without a physical inspection. The City aims to contact you within 10 days for service requests related to:
Service requests are categorized into three levels of response. Compliance timelines for all service requests may vary based on the bylaw and the associated violation. Learn more about how the City achieves compliance with a confirmed bylaw violation in the RentSafeTO program.
Priority 1 service requests includes matters that present health and safety issues, consist of vital services, or has an imminent impact to life safety. The City aims to contact you within 24 hours for issues related to:
Based on the outcome of the investigation and if a bylaw violation has been confirmed, the BEO may issue an emergency Order to Comply (which requires immediate compliance like in the case of no heat or compliance in up to 3 days in the case of a vital service disruption) or a Notice of Violation which requires compliance within 24 hours (like in the case of discriminatory and hateful graffiti). Learn more about how the City achieves compliance with a confirmed bylaw violation in the RentSafeTO program.
Priority 2 non-urgent service requests includes new or recurring service requests that may require a time-specific appointment to obtain photographic evidence, conduct a site assessment, and/or collect witness statements. The City aims to contact you within five days for service requests related to:
Based on the outcome of an investigation and the confirmation of a bylaw violation, the BEO may issue an Order to Comply or Notice of Violation which could require compliance from 5 days to up to 30 days. In the example of low heat, a BEO may issue a Notice of Violation that requires compliance within 5 days. Learn more about how the City achieves compliance with a confirmed bylaw violation in the RentSafeTO program.
Priority 3 non-urgent service requests includes first time offences that does not meet the criteria for a Priority 1 or 2 response and may be resolved without a physical inspection. The City aims to contact you within 10 days for service requests related to:
Based on the outcome of an investigation and the confirmation of a bylaw violation, the BEO may issue an Order to Comply or Notice of Violation which could require compliance from 5 days to up to 30 days. In the example of waste and graffiti removal, a BEO may issue a Notice of Violation that requires compliance within 15 days. Learn more about how the City achieves compliance with a confirmed bylaw violation in the RentSafeTO program.
Priority 4 non-urgent service requests are service requests that are considered out of scope or not in contravention of any MLS-enforced bylaw.
The service request will be reviewed by the Operations unit who may determine the service request is out of scope for Municipal Licensing and Standards and/or refer the file to the correct City Division or agency.
Once the service request has been determined out of scope and/or has been referred to the correct City Division, an MLS staff member will contact the resident to notify them that their service request has been referred and close the file.
Service requests for property standards are categorized into three levels of response. Waste collection and litter service requests fall under Priority 3, which includes first time offences that does not meet the criteria for a Priority 1 or 2 response and may be resolved without a physical inspection. The City aims to contact you within 10 days for service requests related to:
Businesses can apply for new licences or permits online or in-person by booking appointments. New taxicab, limousine and tow truck owner licence applications need to be submitted online.
The City aims to contact you within 10 business days after you submit an online application. The application processing time is dependent on licence or permit type but once a complete application has been received, the City aims to issue business licences and permits within 20 days.
All licences and permits must be renewed online or in-person by booking an appointment. Once all renewal documents have been received, the City aims to renew business licences and permits within 20 days.
Renewals can be processed upon payment if there are no outstanding documents. If documents are outstanding, you have a 90 days grace period within which you need to submit documents, before your licence or permit is cancelled.
The City aims to respond within two hours to service request related to:
The City aims to respond within five hours to service requests related to:
The City aims to contact you within 24 hours for service requests related to:
The City aims to respond within 48 hours to service requests related to:
The City aims to contact you within five business days for service requests related to:
Please note that response times may be impacted by call volumes and priority service requests.
All animals in the City’s animal shelters can be viewed online 24/7. Animal Shelters are open to the public by appointment only for emergencies, adoption, pet redemption, pet surrender and fostering. Please call 416-338-PAWS (7297) during the hours of 10:30 a.m. – 6:30 p.m. to make an appointment.
Learn more about the programs and services for animals and pets in Toronto.
The City aims to contact you within five days for service requests related to businesses licensed by the Licensing Bylaw, including: