Revenue Services – Complaints & Compliments

The Revenue Services division provides billing, collection and payment processing for municipal property taxes, utilities, parking violations and Municipal Land Transfer taxes, as well as other revenue generating services, to support City programs and services.

Please review the information below, and you may complete the form to submit your comments or to make a compliant.

In some cases, staff may be unable to resolve an issue to your satisfaction where the problem stems from a legislative requirement, bylaw or City policy. You have the right to ask for the authority under which such a rule is established, and have it explained to you, or to be provided a copy of the relevant law, bylaw or policy.

A complaint is and expression of dissatisfaction with a divisional service, program or staff.

The Revenue Services division handles complaints related to:

  • property tax billings, payments, collections and online account lookup.
  • utility billing (water/sewer services and solid waste charges), payments, collections and online account lookup.
  • property tax and utility billing programs.
  • payments for parking violations.
  • Municipal Land Transfer Tax (MLTT).
  • Vacant Home Tax.

Complaints about these service areas are related to:

  • policy or procedures.
  • access and/or timeliness of service.
  • staff conduct.

How to Submit a Complaint

You may submit your compliant by phone, email, in-person, mail, or fax. Any correspondence that contains profanity, rude or inappropriate language will not receive a response.

  • Phone: Call 311 to be referred to a representative of the Revenue Services Customer Care Unit who will complete and submit this form on your behalf. Hearing impaired customers can call our TTY line at 416-338-0889.
  • Email: You may send your completed form or letter to RSDComplaint@toronto.ca.
  • In-person: Visit one of our Inquiry and Payment Counters. You can either verbally submit your feedback, which will be recorded on your behalf or you can submit a written letter.
  • Mail: using the complaint form or send us a letter. Please include the heading “Complaint” and mail it to:

City of Toronto
Revenue Services Division
Complaints, Suggestions and Compliments
5100 Yonge St.
Toronto, ON M2N 5V7

  • By fax: You may send your completed form or letter to 416-696-3605.

If your complaint involves another division or it is not within the Revenue Services’ jurisdiction, we will advise you accordingly.

Parking Violations and Vacant Home Tax

Note: You cannot dispute parking violations or file a Notice of Complaint for Vacant Home Tax using this process. Kindly refer to instructions on how to dispute your parking violation or file your Vacant Home Tax Notice of Complaint.

What Happens Next

Once a complaint is submitted.

  1. The form/letter is dated and assigned a reference number.
  2. You will receive written confirmation of your complaint by mail, email or telephone.
  3. For most complaints, a reply will be provided within 15 business days of the date the complaint is received. If your complaint takes longer to resolve, you will be notified in writing of the estimated time by which you will receive a reply.
  4. Resolving complaints may involve the following steps.
    • Reviewing the information contained in the complaint and confirming any relevant information from the property tax or utility account or other.
    • Discussing the matter with the service area and staff in question.
    • Contacting you to clarify any points.
    • Identifying any circumstances or factors that impact the situation or complaint, including recognition of special needs or necessary accommodations.
    • Determining if any errors were made.
    • Determining if staff involved followed appropriate procedures, and acted fairly, and in a professional and courteous manner.
    • Determining and taking any action required to resolve the complaint, including escalating the complaint depending on the nature of the issue. A complaint may be escalated by a staff member to a Revenue Services supervisor, manager, or the divisional director for resolution or action, or where warranted, to the Treasurer, Chief Financial Officer and/or the City Manager.
    • Advising you in writing or by telephone of the results of our review of your complaint and the outcome.

Who Will See Your Complaint

Depending upon the nature of your complaint, it may be reviewed by a Revenue Services Supervisor, Manager and/or the Director.

In some cases, named staff members may also see your complaint.

Special Needs and Accommodations

Where the circumstances surrounding a complaint involve special needs or accessibility accommodations, these complaints will be escalated to a Revenue Services Manager or the Director, for resolution and response.

Unsatisfied with the Outcome of your Complaint?

If you are unsatisfied with the outcome of your complaint, you may ask that your complaint be escalated to the following authorities, or you may contact these offices directly.

  • Director, Revenue Services: 416-392-8065.
  • Office of the Controller: 416-392-8427.
  • Chief Financial Officer & Treasurer: 416-392-1412.

How to Escalate your Complaint?

To create an escalation you will need the following.

  • Reference number

After the Escalation Submission

  • Resolving complaints may involve the following steps.
      • Reviewing of the information contained in the escalated complaint.
      • Discussing the matter with respective management.
      • Advising you in writing or by telephone of the results of our review of your complaint and the outcome.

    Unsatisfied with the Outcome of your Escalation?

    If after having escalated your complaint you feel that you have not received fair treatment, you may contact Ombudsman Toronto (opens in new window) at 416-392-7062 or by email at ombudsman@toronto.ca.

    Your feedback and suggestions on our services and programs are important to us.

    How to Submit a Comment

    If you have an idea for improvement to services or simply want to submit a comment of a general nature please use the following form. Also, refer to Revenue Services’ Customer Service Standards.

    You may submit your comment by phone, email, in-person, mail, or fax.

    • Phone: Call 311 to be referred to a representative of the Revenue Services Customer Care Unit who will complete and submit this form on your behalf. Hearing impaired customers can call our TTY line at 416-338-0889.
    • Email: You may send your completed form or letter to RSDComplaint@toronto.ca.
    • In-person: Visit one of our Inquiry and Payment Counters. You can either verbally submit your feedback, which will be recorded on your behalf or you can submit a written letter.
    • Mail: using the complaint form or send us a letter. Please include the heading “Comment”  and mail it to:

      City of Toronto
      Revenue Services Division
      Complaints, Suggestions and Compliments
      5100 Yonge St.
      Toronto, ON M2N 5V7

      • By fax: You may send your completed form or letter to 416-696-3605.

      If your comment involves another division or it is not within the Revenue Services’ jurisdiction, we will advise you accordingly.

      What happens next?

      Unless otherwise requested, comments will not be responded to but will be forwarded to relevant staff and shared with the appropriate management staff.

      We appreciate compliments that you may have concerning our services and staff members.

      How to Submit a Compliment

      You may submit your comment by phone, email, in person, mail or fax.

      • Phone: Call 311 to be referred to a representative of the Revenue Services Customer Care Unit who will complete and submit this form on your behalf. Hearing impaired customers can call our TTY line at 416-338-0889.
      • Email: You may send your completed form or letter to RSDComplaint@toronto.ca.
      • In-person: Visit one of our Inquiry and Payment Counters. You can either verbally submit your feedback, which will be recorded on your behalf or you can submit a written letter.
      • Mail: using this compliment form or send us a letter. Please include the heading “Compliment”  and mail it to:

      City of Toronto
      Revenue Services Division
      Complaints, Suggestions and Compliments
      5100 Yonge St.
      Toronto, ON M2N 5V7

      • Fax: You may send your completed form or letter to 416-696-3605.

        What Happens Next

        Once your compliment is submitted to Revenue Services:

        • we will date the form/letter and assign a reference number.
        • you will receive a written reply thanking you for your suggestion or compliment by mail, email or telephone if you have provided your name and contact information and have indicated you would like to receive a response.
        • if your suggestion or compliment concerns a matter that Revenue Services is not responsible for, we will advise you of where you can direct your compliment.
        • if you indicate that you would like the information shared, your suggestion or compliment will be shared with named staff members, and their respective supervisors, managers and the Director of Revenue Services. We will hide any personal information unless you expressly advise us that we can share that information with Revenue Services’ staff.
        • suggestions will be reviewed by the Revenue Services Management Team as they are received and may be used for staff training or improvements to our processes.