The Technology Services Division (TSD) has a procedure for receiving and handling feedback, including complaints from people dissatisfied with service, action or lack of action by a TSD business unit or staff member, compliments for a job well done or suggestions for service improvements.
TSD staff promptly review submitted feedback and make every effort to respond as quickly as possible. TSD staff also monitor feedback reports to assess and improve quality of service.
Feedback is submitted by emailing a completed feedback form to techfeedback@toronto.ca or by contacting 311. Received feedback is shared with the appropriate manager for coordination and response.
If no solution is determined within 10 business days, the complaint is escalated to senior management for further review. A response will be provided to the customer within ten business days of escalation.
A complaint is an expression of dissatisfaction to a TSD program, service or staff member, where a customer believes that TSD or its staff have not provided a service experience to their satisfaction at the point of service delivery and a response or resolution is expected.