Toronto Water is responsible for all aspects of:

  • drinking water treatment and supply
  • wastewater collection and treatment
  • stormwater management


A formal complaint could include dissatisfaction with Toronto Water’s:

  • services, program or staff
  • construction sites
  • process, policy or procedures
  • restoration-related work

How to Submit a Complaint

Toronto Water strives to provide prompt and reliable service and has established policies and procedures for handling complaints. Prior to submitting a complaint, it is recommended to speak directly to staff from the area of Toronto Water where you have an issue. Most issues are resolved promptly by Toronto Water staff from the various service areas.

To learn about the various sections of Toronto Water and to access the staff directory, visit Toronto Water page.

If you follow the steps above and are not satisfied with how your issue was handled, you may submit a formal complaint by calling 311 Toronto or online using the forms below.


Toronto Water’s Distribution and Collection section inspects, maintains, operates and rehabilitates the water distribution and wastewater collection system across the city. Staff also inspect, maintain and rehabilitate storm water management facilities. The following complaints can be made for Distribution and Collection by completing and submitting an online form:

For all other business sections, use Toronto Water’s mail in option.


If the above options do not cover your complaint, please download the general complaints form and submit via mail to:

Toronto Water
275 Merton St.
Toronto, ON
M4S 1A7
ATTN: Toronto Water Complaint Registry


If you cannot submit your complaint online, call:

  • 311
  • 416-392-2489 (outside of Toronto)
  • 416-338-0889 (TTY)

What Happens Next

Once your complaint is received, it will be logged and sent to the applicable service area(s) within Toronto Water for action and follow-up. Complaints may be escalated by appropriate management and senior leadership within Toronto Water for review and action. Toronto Water will be in contact with you regarding your complaint, and applicable expected resolution times.

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

Please use the online form or call 311 to request that your complaint be escalated and reviewed by Toronto Water senior management.

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 to receive a decision letter at the end of your escalation process and you remain unsatisfied about the management of your complaint, you can contact Ombudsman Toronto.

A compliment is an expression of praise or approval of Toronto Water staff or the quality of the service you received from Toronto Water.

How to Submit a Compliment

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

Contact information is not required to submit a compliment.


Start staff service compliment

What Happens Next

Unless otherwise requested, compliments will be shared with relevant staff and will not receive a response.