Revenue Services – Complaints & Compliments

If you have questions or a problem related to your property taxes, utilities, payment for a parking violation or the Municipal Land Transfer Tax, please contact us using one of the options listed below.

Telephone

If the Customer Service Representative is unable to assist you by phone, or if you are unsatisfied with the response, you may ask that your call be transferred to a Customer Care Coordinator, or to the Customer Service Supervisor. If a coordinator or supervisor is unavailable at the time of your call, the Customer Service Representative will take your name and number to allow the coordinator or supervisor to return your call.

Payment & Inquiry Counters

If the Customer Service Representative at the Inquiry and Payment Counter is unable to resolve your problem during your visit, you may ask to speak to one of our Supervisors, Counter Services. If a supervisor is not immediately available, you may ask for the supervisor’s name and phone number, or provide your name and number for the supervisor to contact you.

Written Inquiries

You may also send written inquiries to:

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

There is a difference between a question or an unresolved problem and a complaint. For the purposes of this policy, a complaint is an expression of dissatisfaction with a Revenue Services Division policy, procedure, or with the quality of service provided, or the actions of a Revenue Services employee.

Understanding Legal Requirements, City Policies and Bylaws

In some circumstances, you may not agree with a policy or you may be dissatisfied with the result obtained. Please be mindful that Revenue Services’ staff are required to strictly comply with all relevant legislation, municipal bylaws, or City of Toronto policies, and have no authority to waive or suspend any applicable laws, policies or bylaws in individual circumstances.

Therefore, 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.

Making a Complaint

You may make a complaint:

• In writing: using the complaint form or by letter. Please include the heading “Complaint” in your letter and mail it to:

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

• In person: at one of our Inquiry and Payment Counters you can either verbally submit your feedback or you can submit a written form
  • Hearing impaired customers can call our TTY line at 416-392-0719
• By phone: call 311 to be referred to a representative of the Revenue Services Customer Care Unit who will complete and submit a feedback form on your behalf
• By fax: send your form or letter to 416-696-3605
• By email: send your form or letter to RSDComplaint@toronto.ca

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

What Happens Next

Once a complaint is submitted to Revenue Services:

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 parking violation/vehicle records
  • 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?

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: 416-392-8773

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

You may make a suggestion or compliment:

• In writing: using our form or write a letter. Please send it to:

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

• In person: at one of our Inquiry and Payment Counters you can either verbally submit your feedback or you can submit a written form
  • Hearing impaired customers can call our TTY line at 416-392-0719
• By phone: call 311 and a Customer Service Representative will complete and submit a feedback form on your behalf
• By fax: send your form or letter to 416-696-3605
• By email: send your form or letter to RSDComplaint@toronto.ca

We value your suggestions for improvements, and we appreciate compliments that you may have concerning our service.

What Happens Next

Once your suggestion or 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 comments
• 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.

Please note, not all suggestions can be implemented because our policies and procedures are based on legislation, City bylaws or Council directives.