Public Complaints Procedures for the Administration of the APS Program
1. Policy Statement
The City of Toronto recognizes that public complaints are an important method of accountability, transparency, and customer service improvements. This policy builds upon this recognition by establishing procedures for the filing and processing of public complaints with respect to the administration of the Administrative Penalty System (APS) for parking violations.
Ontario Regulation 611/06 requires the establishment of a policy for the filing and processing of complaints made by the public with respect to the administration of the APS program. This policy addresses this requirement.
3. Applies to
This policy applies to public complaints regarding all aspects of the APS program, including the functions of all City employees and other individuals responsible for the administration of APS.
Screening Officers and Hearing Officers are not able to consider questions relating to the validity of the APS program. Any such complaints will not be processed.
This policy does not replace other specific City programs, policy/procedures and legal processes available to the public to address public concerns with the APS program.
- APS – means Administrative Penalty System
- City – means City of Toronto
- Council – means Toronto City Council
- Hearing Officer – has the same meaning as the definition contained in Toronto Municipal Code Chapter 610
- Screening Officer – has the same meaning as the definition contained in Toronto Municipal Code Chapter 610
5.1 APS Public Complaint Framework
Any complaint regarding a City employee with respect to the administration of the APS program shall be processed as set out below.
5.2 Complaints Pertaining to Screening Office Administration (excluding payment services)
Any complaint regarding administrative services provided by the City of Toronto’s screening offices (excluding payment services) shall be processed using the Complaint Process for Legal Service’s Prosecutions Section, found here.
Screening decision complaints will not be dealt with through the process referenced above. If you disagree with a decision of a Screening Officer, you should consider requesting a review of the screening decision by a Hearing Officer.
5.3 Complaints Pertaining to Hearing Officers
Hearing Officers are members of the Administrative Penalty Tribunal – an adjudicative board in the City of Toronto. Any complaint regarding about the conduct or ethical behaviour of a Hearing Officer shall be processed through the Code of Conduct Complaint Protocol for Members of Local Boards, including Adjudicative Boards, found here.
5.4 Complaints Pertaining to City staff at the Administrative Penalty Tribunal
Any complaint regarding administrative services provided by City staff at the Administrative Penalty Tribunal shall be processed using the Complaint Process for Court Services, found here.
5.5 Complaints Pertaining to Payment Processing and Correspondence
Any complaint regarding payment processing or correspondence shall be processed in accordance the Formal Complaint Protocol for Revenue Services, found here.
5.6 Multi-Dimensional Complaints
Complaints that refer to two or more APS program areas will be separated, sent to the relevant authorities, and managed accordingly.
For example, if a complaint refers to screening office administration and payment processing, Legal Services will manage the complaint pertaining to screening office administration and Revenue Services will manage the complaint pertaining to payment processing.
5.7 APS Complaint Email Account
If you are not sure which complaint process to follow, you can send your complaint via e-mail to: email@example.com. The complaint will be forwarded to the appropriate authority for management and resolution and you will be advised.
5.8 Who Will See the Complaint?
Your complaint will be shared with staff members who are the subject of your complaint and their respective supervisors/managers. The sharing of your name and information about the nature of your complaint may be required to manage the complaint and resolve the issue.
5.9 Anonymous Complaints
Complaints that are anonymous will not be considered.
5.10 Ombudsman Toronto
If you are not satisfied with the result of your complaint, you can contact Ombudsman Toronto.
Members Local Boards and City Council are required to follow the Codes of Conduct that establish acceptable behaviour and practices of city officials. If you wish to complain about the conduct of any Members of Local Boards (including Adjudicative Boards) or City Council in relation to the administration of the APS program you can contact the Integrity Commissioner. The processes for filing a complaint with the Integrity Commissioner can be found here.
- City of Toronto Act, 2006
- Ontario Regulation 611/06 (Administrative Penalties)
- City of Toronto Municipal Code Chapter 610, Penalties, Administration of
- City of Toronto’s Complaint Handling Guidelines
- Code of Conduct Complaint Protocol for Members of Council
- Code of Conduct Complaint Protocol for Members of Local Boards, including Adjudicative Boards