The following types of complaints are captured in this protocol:

  1. Processes and Procedures: The customer feels that the processes and/or procedures for a particular service are not clear, easy to follow or relevant
  2. Staff Conduct:The customer feels that staff were not friendly or knowledgeable, that they were unfair, and/or that they did not “go the extra mile” to assist
  3. Access: The customer found it difficult to find relevant, consistent, or accurate information about a service or, once the customer had the right information, had difficulty finding the right place to apply for a service. Additionally, the customer may not may not have known who to contact, or was repeatedly transferred from one person to another
  4. Timeliness of Service: The customer was not served within the time frame specified in the service standard, or no service standard was posted, leaving the customer not knowing what to expect during the service process
  5. Outcome: The customer did not receive a positive outcome from a service. Alternatively, the customer was not given an opportunity to appeal a decision within the service process, or feels that the appeal process is unfair

How to Make a Complaint

Step 1

Please contact 311 Toronto:

  • Phone within the City limits: 311
  • Phone outside City limits: 416-392-CITY (2489)
  • TTY: 416-338-OTTY (0889)
  • Fax: 416-338-0685
  • Email: 311@toronto.ca

311 will contact the Office of Emergency Management and you will be given an Office of Emergency Management Tracking Number. A Manager will investigate your complaint. The Manager may escalate your complaint to the Director, and if necessary, the Deputy City Manager Cluster ‘B’ for information and direction. All complaints will be investigated and resolved within 30 business days.

Step 2

If you are not satisfied with the outcome of your complaint and wish to pursue it further, please write to or email the Director of the Office of Emergency Management who will review the complaint.  You must include the Office of Emergency Management’s Tracking Number of the initial complaint in your correspondence.  All complaints will be investigated and resolved within 30 business days.

  • Mailing address:

Office of Emergency Management
703 Don Mills Rd., 6th Floor
Toronto, ON  M3C 3N3

Attn: James Kilgour

Unsatisfied?

If you remain dissatisfied, you may correspond with the City of Toronto’s Ombudsman’s Office.