Complaints
A
complaint is an expression of dissatisfaction related to a City of Toronto program, service, or staff member, where a customer believes that the City or its staff has not provided a service experience to the customer’s satisfaction at the point of service delivery and a response or resolution is required.
A
complaint can be about one or more of the following:
- Divisional Policy, Process, Procedures
- Staff
- Access to Service
- Timeliness of Service
- Outcome
- Quality of Service
- Standard of Service
- Charges
If you have a complaint or compliment about one of the following divisions, you can submit your complaint online at https://www.toronto.ca/311 or you can call 311 for assistance. If your complaint or compliment is about a service request you submitted, please have the service request number available before you start this process:
- Municipal Licensing & Standards, Toronto Animal Services
- Solid Waste Management Services
- Toronto Water
- Transportation Services, Road Operations
If you have a complaint or compliment about another division please refer to the process outlined for the applicable division.
Escalations
Once you have submitted a complaint, if you are not satisfied with the response you can submit an escalation. Escalations are also available online.
Escalation of a complaint may occur for the following reasons:
- Unsatisfied with the Complaint Response: If the customer expresses dissatisfaction with the initial response provided to their complaint.
- No Response Received or Response Timeline Not Met: In cases where the customer has not received a response or if the established response timeline has not been met.
- Divisional Complaints Process, Policy, or Procedure Not Met: When there is a failure to adhere to the established process, policy, or procedure for handling complaints within the respective division.
You can submit an escalation only if you have previously submitted a complaint for one of the 4 divisions listed above. Please have this request number available before starting this process. You can submit your escalation online at https://www.toronto.ca/311 or you can call 311 for assistance.
If you want to escalate a complaint for one of the 4 divisions not listed, please refer to the complaint
process .
