Social Development, Finance & Administration – Complaints & Compliments

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:

1. Complainant name
2. Complainant contact information either through mail, email or by phone
3. The name of the program or individual about which a complaint is being made
4. Details of complaint
5. 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: Kathy Colomvakos at 416-392-8729
• Mail:

Social Development, Finance & Administration Division
City Hall, 100 Queen St. W., 14th Floor, East Tower
Toronto, Ontario
M5H 2N2
ATTN: SDFA COMPLAINT / Kathy Colomvakos

• 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 (416-392-8729) 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:

1. The Director of the Section under complaint and then if required, to the
2. 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 Ombudsman Toronto.

Municipal Freedom of Information and Protection of Privacy Act (MFIPPA)