Parks & Recreation – Complaints & Compliments

A formal complaint could include dissatisfaction or concerns related to a Parks and Recreation program, service, or staff member.

How to Submit a Complaint

Complaints may be made in writing by email or mail, verbally by telephone or in person by visiting a Recreation facility.

Any correspondence that contains profanity, rude or inappropriate language will not receive a response.

To submit a complaint, please provide:

• detailed information about your concern
• your contact information

Email

parks@toronto.ca

Phone

416-396-7378

Mail

Toronto City Hall
100 Queen Street W., West Tower, 4^th Floor,
Toronto, ON M5H 2N2
Attention: P&R Feedback

In-person

Visit any Recreation facility. When making a verbal complaint, Parks and Recreation may request written documentation of the complaint – especially if it involves a serious or complex matter.

What Happens Next

1. Parks and Recreation will acknowledge the concern of receiving the complaint and provide an expected time frame for resolution.
2. Staff will work to address and resolve the concerns. Should further investigation be required, the appropriate staff will be assigned and will contact the complainant. An investigation may involve the appropriate City staff, review of documentation, applicable policies, guidelines and bylaws.
3. Parks and Recreation strives to . If adjustments to the timelines provided are required, Parks and Recreation will provide an update and explanation.

Our Commitment

Parks and Recreation staff is committed to serving Toronto residents and visitors with professionalism and integrity. Feedback is an important step in our endeavour to continually improve our service delivery to residents in a fiscally responsible manner.

We are committed to providing high-quality and fiscally responsible parks and recreation services to all. To continually improve our services and performance, we invite members of the public to advise when something goes wrong. This will help us to improve our standards and ensure effective delivery of services to residents. All Parks and Recreation staff members are expected to respond to complaints in the time frames specified in these procedures.

Guiding Principles

The following principles will guide staff in managing complaints:

1. Complaints will be dealt with promptly and resolved as quickly as possible (within the divisional target of 14 days from receipt of the complaint).
2. Complaints will be treated confidentially, and steps will be taken to help protect a complainant’s privacy.
3. Complaint investigations will be fair, impartial and respectful to parties involved.
4. Complainants will be advised of their options to escalate their complaint if they are dissatisfied with treatment or outcome.
5. Complainants will be provided clear and understandable reasons for how decisions on the complaint were made.
6. Where appropriate, complainants will be advised that staff are required to follow established policies and procedures, collective bargaining agreements and council directives.
7. Updates will be provided to complainants throughout the complaint process.