Solid Waste Management Services – Complaints & Compliments

How to Submit a Complaint

A complaint can be about process and procedures, staff conduct, access to services, timeliness of services (if beyond the service standard) and outcome.

Online

• If you have a complaint about an existing service request (for example, bins or waste collection) fill out an online form. A request number is required.
• Staff or contractor complaint
• Accessibility or disability complaint
• Transfer/drop-off depot complaint

Phone

If you cannot submit your complaint online, call:

• 311
• 416-392-2489 (outside of the city limits)
• 711 Relay Service (TTY)

What Happens Next

1. Once you submit a complaint, you will receive a request number.
2. Your complaint will be logged, investigated and reviewed by management. All complaints will be investigated and resolved within 30 days.

Unsatisfied with the Outcome of Your Complaint?

You may submit an escalation for the following reasons:

• Unsatisfied with the complaint response
• No response received or timeline to provide response not met

How to Escalate

If you are not satisfied with the outcome of your complaint and wish to pursue it further, please use the online form or call 311 to request that your complaint be escalated and reviewed by the General Manager’s Office.

You must include the complaint request number received from your initial complaint. All escalations will be investigated and responded to.

If you have followed the above steps, receive a decision letter and you remain concerned about management of your complaint, you can contact Ombudsman’s Office.