The Pension, Payroll & Employee Benefits Division (PPEB) provides accurate and timely services to employees and retirees. The PPEB Division strives to provide excellent customer service. Should an individual have a complaint regarding the level of service provided, they should follow the Complaints Process below.

As soon as a complaint is received, the responsible Supervisor will send an acknowledgement reply within two business days.

In compliance with the City of Toronto’s Complaint Handling Guidelines, all complaints will be logged and tracked from initial receipt throughout the entire process until the complaint is resolved.



Should the individual be unsatisfied with all the responses, they can write to the Director, providing a copy of the original complaint and all the responses from the Supervisor and the Manager. The Director will provide a final response to the complaint within 15 days, copying the Treasurer.

Contact information

Pension Payroll & Employee Benefits
Metro Hall, 55 John St., 13th Floor
Toronto, ON M5V 3C6

Telephone: 416-397-4143
Fax: 416-392-9270