The Purchasing & Materials Management Division (PMMD) is committed to achieving the highest standards in customer service and has implemented the following service level standards in keeping with the Corporate Customer Service Standards.
Council Inquiries
Inquiries from the Mayor or Councillors’ Offices will be acknowledged within the same business day (where possible), or within one business day with an indication of when a final response will be provided.
Email Standards
- All emails will be acknowledged within two business days (48 hours) and where information is being sought that cannot be immediately provided, an indication will be provided within 48 hours as to when the final response can be provided.
- A notice of absence message in Outlook will be activated providing an alternate staff member’s name and contact information as backup while out of the office.
Telephone & Voicemail Standards
- All telephone calls (from both internal and external customers) will be returned within two business days (48 hours).
- Personal voice mail greetings will be courteous, give the caller as much information as possible and request callers to leave a detailed message.
- Voice boxes will be cleared daily.
- A notice of absence message on voicemail will be activated providing an alternate staff member’s name and phone number as backup while out of the office.
- Callers will be assisted and directed to the correct area where needed. Callers will be advised when their request is transferred to another staff member.
Written Correspondence
Written correspondence on City of Toronto letterhead will receive a response within five business days.
Complaints
- The Purchasing & Materials Management Division aims to deliver exceptional, equitable and accessible customer service. If our customers are dissatisfied with the service they receive, PMMD would like to receive feedback, which will be used to assess and improve the delivery of services.
- Complaints are logged and assigned to the appropriate team for review and prompt action. PMMD makes every effort to resolve all complaints within 10 business days (or sooner where possible). In instances where the 10 day response time is not possible, PMMD will advise when a final response can be provided.
- Please note that anonymous complaints will not be considered for review, as they are challenging to assess, investigate and to effectively respond to without contact information from the complainant.
For more information on Complaints, refer to PMMD’s Complaint Handling Guidelines.
