Complaint Policy

Toronto Building will manage complaints efficiently, fairly, effectively, and uniformly.

Complainants are encouraged to first speak directly with the service area where they have an issue, in person or by telephone. Most complaints are received this way and resolved promptly. If you are not satisfied with how your verbal complaint is handled, you may request to speak to the management in the service area. If you are still not satisfied you may submit a written complaint to Toronto Building or communicate your complaint verbally at the Customer Service Complaint office. (See contact information under complaint process below).

Anonymous complaints will not be processed through this protocol.

All registered complaints will be investigated and responded to within 30 days. If the complainant is not satisfied with the outcome the matter may be appealed to the Chief Building Official. Every effort will be made to resolve the matter identifying all options available to seek a resolution.

This Customer Service Complaint Protocol has been based on the corporate Complaints Handling Guidelines. Toronto Building will manage your complaint in accordance with these guidelines. Complaints will also be managed in accordance with the accessibility standards that have been established in accordance with Access for Ontarians with Disabilities Act (AODA).

All complaints will be dealt with in a confidential manner in accordance with the Municipal Freedom of the Information and Protection of Privacy Act (MFIPPA)