News Release
September 8, 2021

In less than a month, more than 12,000 people have been served at in-person counters across Toronto’s six civic centres. Since the reopening of select in-person counter services, which started on August 9, an average of 3,000 people have visited City counters each week, and that number is growing – with a 33 per cent increase in visits since reopening.

Since reopening on August 9, the most visited counters are tax and utilities with approximately 3,700 visitors; marriage licence counters have provided service to approximately 1,700 couples; and the City’s Court Services’ provincial offenses payment and inquiries counters is the third most popular counter destination, with approximately 1,200 visitors.

City Hall has been the most visited City building with 26 per cent of all visitors coming to reopened City Hall service counters. North York Civic Centre, Scarborough Civic Centre, Etobicoke Civic Centre, York Civic Centre and East York Civic Centre are also open for limited in-person counter services. A Greeter and Concierge service, introduced with the reopening, are supporting the safe and coordinated experience for visitors by providing direction and wayfinding, monitoring capacity limits and assisting with inquiries.

The City modernized and improved the customer experience during the COVID-19 pandemic closure, making many of its counter services available online and introducing an online appointment booking system for in-person services. Usage of the booking system continues to grow, with approximately 27 per cent of visitors to buildings having a pre-booked appointment. The City continues to deliver digital services which have proven convenient to many Torontonians but reopened its doors to residents and visitors for select in-person services to ensure choice, accessibility and equity for residents.

The health and safety of residents, businesses and City staff remain key priorities in all reopening plans. The reopening of select in-person counter services at City Hall and civic centres has been safe and gradual, using a phased approach in accordance with public health guidelines. Mandatory procedures remain in place including masking, capacity limits, physical distancing, protective barriers and increased sanitization and cleaning protocols.

The latest information about City services, including hours of operation and appointment booking, is available on the COVID-19: Changes to City Services webpage.


“It has been wonderful to welcome visitors back into our buildings safely. The health and safety of Torontonians has and will continue to be our top priority. Our carefully planned reopening has been a great success, and our staff have ensured that all necessary protocols are in place to protect our community as we begin to restart and reopen our economy. I look forward to the progress we will continue to make.”

– Mayor John Tory

Toronto is home to more than 2.9 million people whose diversity and experiences make this great city Canada’s leading economic engine and one of the world’s most diverse and livable cities. As the fourth largest city in North America, Toronto is a global leader in technology, finance, film, music, culture and innovation, and consistently places at the top of international rankings due to investments championed by its government, residents and businesses. For more information visit the City’s website or follow us on Twitter, Instagram or Facebook.

Media Relations