Toronto Water continuously strives to provide prompt and reliable service, and has established policies and procedures for handling complaints.

If you have a concern regarding the service you received from Toronto Water, please:

  • contact 311 by phone or email at, or
  • follow-up with the service area where you had the issue

For emails or if leaving a message, please be sure to include details regarding the service, as well as your name, full address and daytime contact number.

Toronto Water will work to resolve your concern or complaint as quickly as possible.

Escalated Complaint Process

If you have spoken to 311 and/or the program area and are not satisfied with the way your complaint was handled, you can can submit an official written complaint using this form.

Your complaint will be logged for public record in the Toronto Water Complaint Registry, then investigated and escalated for management review. Unless you are filing an anonymous complaint, this form must be completed in full and signed in order to ensure accuracy, transparency and consistency in addressing your concern. Only original copies will be accepted.

Completed forms can be sent to:

275 Merton St., 1st Floor
Toronto, ON M4S 1A7

If you have followed the above steps and you remain concerned about management of your complaint, you can contact the Ombudsman Toronto, an independent, impartial office that investigates complaints regarding services delivered by the City and its agencies, boards and commissions.