If you have a complaint about us we want to know.
Our Complaints Policy ensures the following:
- All complaints will be acknowledged within a 48 hour period and a Manager will contact the complainant within two business days of receiving the complaint
- Complaints will be treated confidentially and in accordance with the Municipal Freedom of Information Protection of Privacy Act (MFIPPA)
- All complaints will be treated equally, fairly and transparently and will follow the division’s stated procedures for resolution
- These procedures will be followed by all Sections within the Social Development, Finance & Administration (SDFA) Division:
- Financial Management
- Community Resources
- Social Policy Analysis and Research
- Executive Director’s Office
- Complaints may be received directly from the public:
- Integrity Commissioner
- Ombudsman’s Office
- Councillor’s Offices
- redirected from other City Divisions
- Resolution of complaints will consider whether the party forwarding the complaint will require feedback on the complaint resolution
Step One - Make a complaint
Complaints may be made verbally by telephone, personally, or written in an email or letter. Please provide the following information:
- Complainant name
- Complainant contact information either through mail, email or by phone
- The name of the program or individual about which a complaint is being made
- Details of complaint
- Any actions complainant wishes Social Development Finance and Administration to take
All complaints will be investigated by the immediate manager of the program area.
Step Two - Submit your complaint
- Call: Giuliana Scarcello at 416-392-7719
Social Development, Finance & Administration Division
City Hall, 100 Queen St. W., 14th Floor, East Tower
ATTN: SDFA COMPLAINT / Giuliana Scarcello
- Email: SDFAcomplaints@toronto.ca with the Subject: SDFA Complaint
- Fax: 416 392 8403, ATTN: Social Development, Finance &Administration Division Complaint
- Personal information is not secure if sent by fax. The City of Toronto does not recommend that you send correspondence by fax.
- In person: visit 100 Queen St. W., 14th Floor, East Tower
- Please call ahead (416-392-7719) to ensure that someone can assist you immediately upon your arrival.
- Hours of operation: 8:30 a.m. – 4:30 p.m.
Step Three - Receive a Receipt of Complaint and Timelines
The complaint will be acknowledged within a 48 hour period using the same medium as the complaint.
A Manager will contact you within two business days to discuss your complaint.
Written complaints will be date stamped upon their receipt.
It is our intent to resolve complaints as quickly as possible. The complexity of the complaint will impact on the time to resolve it.
Step Four - We Collect and Understand Complaint Information
There will be a written record made of all complaints through the SDFA Complaint Policy and Procedures.
This information will include:
- Name of complainant
- Date and details of the complaint
- Communications with complainant, city staff and other parties
This initial information will be taken and recorded by the division’s Complaint Contact as stated above. As the resolution of the complaint happens additional information will be added to the record:
- Actions and decisions made to resolve complaint
- Any impacts of complaint resolutions on City service delivery
Step Five - We Work Together to Resolve Your Complaint
The complaint will be reviewed by the manager of the area under complaint for resolution. You may be contacted to provide further details about your complaint.
A written record will be made of any further investigative information or actions taken to fully understand the complaint.
If further investigation is required, the complaint will be referred to:
- The Director of the Section under complaint and then if required, to the
- Executive Director Social Development, Finance and Administration for final resolution.
Step Six - You Will Receive a Notice of Resolution
Once the complaint has been reviewed and resolution has been reached, the complainant will be notified of the results.
- If the complaint was made verbally, then the resolution will be communicated verbally.
- If the complaint was made in writing the resolution will be communicated in writing.
If a complaint has not been resolved to your satisfaction, you may contact the City of Ombudsman Toronto.
Municipal Freedom of Information and Protection of Privacy Act (MFIPPA)
The personal information you choose to provide is collected under the authority of the City of Toronto Act, 2006. The information you provide will be used to investigate the complaint and may be used for contact purposes. Questions about this collection can be directed to the Social Development, Finance and Administration Division c/o Operations Review Analyst, City Hall, 14th Floor East, 100 Queen Street W., Toronto, ON, M5H 2N2, 416-392-8729.