Toronto Public Health staff will:
- Respond to our clients, stakeholders, practitioners, media and the public in a timely manner according to the City’s established service response standards.
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- Inquiries and requests, including those received by phone and email, should be acknowledged within two business days, or 48 hours where services operate on a 24-hour daily cycle, unless business needs vary.
- Emergency After Hours: To report a public health emergency after hours and on statutory holidays, ask for the on-call Public Health Manager, Telephone: 311 (416-392-2489).
- Provide services in a manner that is respectful, equitable and responsive to the range of diversity in this city, including race, ethnicity, religion, gender, age, sexual orientation and disability.
- Respond to all client complaints. Toronto Public Health will act on complaints and requests, and follow through to resolution.
- Provide multilingual information that is reflective of the city’s linguistic diversity.
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- Critical information shall be translated using a professional translator into no less than the top ten languages spoken at home as indicated by the latest census data available, and French (with some exceptions).
- A member of the public can request to receive information about a critical service in any language. For such requests, the information shall be professionally translated within a reasonable timeframe.
- Ensure all public health web content is reviewed and updated regularly with the most recent evidence based content available.
- Adhere to the Hybrid Work Program for virtual and hybrid meetings.
- Use email signatures in all internal and external communications, following the Corporate Identity Program’s email signature guidelines.
