To report a damaged residential bin, or missed waste collection, please create a service request by filling out an online form or calling 311 Toronto.

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.



If you cannot submit your complaint online, call:

  • 311
  • 416-392-2489 (outside of the city limits)
  • 416-338-0889 (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.

How to Submit a Compliment

Compliments are always welcome and will be forwarded to the appropriate Supervisor to help us celebrate our staff. Tell us about your customer experience by completing an online form.


Start compliment

What Happens Next

Unless otherwise requested, compliments will not be responded to but will be forwarded to relevant staff.