The Toronto Office of Partnerships (TOP) strives to operate in a professional and courteous manner. It is also focused on treating potential partners and their proposals in an open, transparent and timely manner. To that end, the City of Toronto has established and made public clear procedures to handle unsolicited proposals and donations, for example. In keeping with these principles, the TOP has established this complaints policy to provide external individuals and organizations as well as City divisions with a clear procedure to follow when lodging a complaint about TOP. Equally, the policy provides TOP and its staff with a clear process for handling and resolving complaints.

Complaint Definition

A complaint is an expression of dissatisfaction with TOP’s policies, procedures, employees or quality of service. Examples include, but are not limited to, the perception of:

  • failure to do something agreed to do
  • failure to observe policies or procedures
  • unacceptable delay
  • staff error
  • discourteous actions/statements by staff

A complaint may be received verbally in person or by telephone or in writing by hand delivery, mail, fax or email.

 

Procedure

Our Guiding Principles

  • Complaints are dealt with promptly and resolved as quickly as possible
  • Staff treat complaints as confidential and protect complainant’s privacy
  • Complaint investigations are fair, impartial and respectful to parties involved
  • Complainants are advised of their options to escalate their complaint if they are dissatisfied with treatment or outcome
  • Complainants are provided clear and understandable reasons for how decisions on the complaint were made. Updates are provided to complainants during investigations
  • Complaints are used to assist in improving services, policies and procedures