Complaints are reviewed promptly and every effort is made to resolve them as quickly as possible. We monitor complaints and use them to assess and improve quality of service. Complaints can be made in person or by phone, or in writing, by mail or fax.

Please be sure to provide the following information when making a complaint:

  • your name and Member ID
  • your address and telephone number
  • details of your complaint, including the time and place
  • name(s) of staff involved and their office location

If you have a complaint, you should first speak directly with management staff at your office, either in person or by telephone. Your office will attempt to resolve your complain within 24 hours unless there are extenuating circumstances.

Written complaints will be responded to in writing within five business days.

If you are not satisfied with how your complaint has been handled, you can contact staff at the Client Services Issues Management for further assistance. All complaints received are formally recorded and reviewed by management staff. The information you provide will be used to investigate the complaint. You may be contacted by phone for more information.

What can I expect during the Complaints Process?

  • Each complaint is considered on its own merits
  • You will be kept informed during the complaint process and advised when your complaint is escalated
  • You will be informed when a decision is made and provided with an explanation for the decision
  • Complaints involving staff conduct will be investigated and you will be informed of the resolution, however no disciplinary information can be shared
  • Complaints will be resolved as quickly as possible. If adjustments to the timelines are needed, we will let you know and explain why

What happens if I disagree with the outcome of my complaint?

If you are not satisfied with the response to your complaint, you may contact the General Manager’s Office, at 416-397-9682, for a further review.

If you are not satisfied after contacting the General Manager’s Office, you may contact the Office of the Ombudsman, City of Toronto at 416-392-7062, or by email at ombuds@toronto.ca. For more information, visit the website for the Toronto Ombudsman.

 

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