1. Policy Statement

The City of Toronto recognizes that public complaints are an important method of ensuring accountability, transparency, and customer service improvements. This policy builds upon this recognition by establishing a procedure for the filing and processing of public complaints with respect to the administration of the APS.

2. Purpose

This policy sets out the public complaint processes related to the administration of the APS.

Ontario Regulation 611/06, Administrative Penalties, which applies to parking violations, 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. Although Ontario Regulation 355/22, Administrative Penalties for Contraventions Detected Using Camera Systems, which applies the red light camera and automated speed enforcement violations, does not have the same requirement, this policy is being implemented for these violations.

3. Application

This policy applies to public complaints regarding the administration of the APS.

Screening Officers and Hearing Officers are not responsible for responding to public complaints and complaints submitted to them will not be processed.

This policy does not replace other City processes available to the public to address their concerns with the APS.

This policy does not apply to complaints regarding the Toronto Parking Service’s Parking Enforcement Unit.

4. Definitions

  • “APS” – means the Administrative Penalty System.
  • “City” – means the City of Toronto.
  • “Council” – means City Council.
  • “Hearing Officer” – has the same meaning as set out in Toronto Municipal Code Chapter 610.
  • “Screening Officer” – has the same meaning as set out in Toronto Municipal Code Chapter 610.
  • “Violation” – has the same meaning as set out in Toronto Municipal Code Chapter 610.

5. Policy

5.1 Public complaint processing

A complaint about the administration of the APS will be processed as set out below.

5.2 Complaints about screening office administration services (excluding payment services)

A complaint about administrative services (excluding payment services) provided by the City’s screening office will be processed using the Legal Services, Prosecutions Section complaints process found here.

A complaint about a Screening Decision will not be dealt with through the Legal Services Section complaints process. If you disagree with a Screening Decision, you should consider requesting a review of the Screening Decision by a Hearing Officer.

5.3 Complaints about Hearing Officers

Hearing Officers are members of the Administrative Penalty Tribunal – a City adjudicative board. A complaint about a Hearing Officer will be processed through the Complaint and Application Procedures that apply. These procedures can be found here.

For more information about the Code of Conduct for Members of Adjudicative Boards and the Integrity Commissioner, please refer to Section 5.11 below.

5.4 Complaints about City staff who provide administrative services to the Administrative Penalty Tribunal

A complaint about City staff who provide administrative services to the Administrative Penalty Tribunal will be processed using the Court Services complaints process found here.

5.5 Complaints about payment services

A complaint about payment services, including payment processing or correspondence, will be processed using the Revenue Services complaints process, found here.

5.6 APS complaint contact

If you are not sure which complaint process to follow, you can send your complaint via e-mail to APSOperations@toronto.ca. The complaint will be forwarded to the appropriate process and you will be advised accordingly.

5.7 Complaints about two or more of 5.2, 5.3, 5.4 and 5.5

Complaints about two of more of 5.2, 5.3, 5.4 and 5.5 will be separated into the appropriate categories and processed accordingly. For example, if a complaint is about screening office administration services and payment services, Legal Services, Prosecutions Section will manage the complaint about screening office administrative services using its complaints process and Revenue Services will manage the complaint about payment services using its complaints process.

5.8 Who will see your complaint?

Your complaint will be shared with staff members and/or Screening Officers and/or Hearing Officers who are the subject of your complaint and others such as supervisors/managers, the Chair or an accountability officer who need to see it to process the complaint. This may include your name and other specific information about the nature of your complaint as may be required to process the complaint.

5.9 Anonymous complaints

Complaints that are anonymous will not be processed.

5.10 General

Each complaint process provides timelines and process, and those will be followed. Complainants will receive a response in writing if an email or mailing address is provided. Responses will contain reasons and escalation procedures.

5.10 Ombudsman

If you are not satisfied with the result of a complaint process, you can contact the City of Toronto’s Ombudsman at Ombudsman Toronto.

5.11 Integrity Commissioner

Members of Adjudicative Boards, Local Boards and City Council are required to follow the Codes of Conduct that establish acceptable behaviour and practices for City officials. If you wish to complain about the conduct of a Member of a Local Boards, a Member of an Adjudicative Board or a Member of City Council in relation to the administration of the APS you can contact the Integrity Commissioner. The Complaint and Application Procedures can be found here.

6. Legislation, by-laws and related policies

6.1 Legislation

  • Toronto Municipal Code, Chapter 71, Financial Control
  • Toronto Municipal Code, Chapter 192, Public Service
  • Toronto Municipal Code, Chapter 610, Penalties, Administration of

6.2 By-laws

  • Toronto Municipal Code, Chapter 610, Penalties, Administration of

6.3 Policies

  • APS Prevention of Political Intervention Policy
  • APS Conflict of Interest Policy
  • APS Financial Control Policy

7. Council authority

8. Administrative responsibility for the policy

This policy is administered by the Controller, the Executive Director, Court Services and the City Solicitor.

9. Contact

Questions or comments about this policy, including reports of contraventions of the policy that are not otherwise addressed in the policy, can be made to:

Controller
c/o Director, Revenue Services
North York Civic Center
5100 Yonge St., Lower Floor
Toronto, ON
M2N 5V7

Director of Prosecutions, Legal Services, care of:
APS Screening Office
55 John Street, Metro Hall 3rd floor
Toronto, ON
M5V3C6

Executive Director, Court Services, care of:
92 Front Street, 3rd floor
Toronto, ON
M5E0G2