Accessibility – The ability for a complaint handling system to be easily understood, easily found with relevant information publicised, with no barriers to people with a range of ability.
Assessment – The process of gathering and documenting information to confirm the merits of a complaint.
Complainant – The person/ member of the public who makes the complaint.
Complaint –An expression of dissatisfaction with the level of service received from a city of Toronto program or service, where the customer believes that the city has not provided a service to the customer's satisfaction at the point of service delivery and a response is explicitly or implicitly expected.
Complaint owner – The appropriate staff person who receives the complaint through escalation. This individual is responsible for tracking progress, keeping customers informed and ultimately for complaint closure.
Complaint recipient – The employee who first receives a complaint from the complainant.
Complaint records – Records of a complaint will be maintained and filed by relevant City staff. Information will remain confidential.
Confidentiality – Refers to information provided by a person on a confidential basis which is not to be disclosed e.g. the identity of the provider and/or the details of the information are not to be disclosed except as agreed to by the provider.
Categories of Complaints – Complaints can be about the quality of service delivery, organizational policy, actions and decisions or employee conduct and behaviour.
Customer – Group of individuals (members of the public) that receive service.
Investigation – Process by which a situation is examined in detail, facts are established and the truth or falsity of any allegations is established. Investigations obtain direct evidence such as witness statements and documentary evidence.
Ombudsman – An independent and impartial organization that assists agencies to be aware of their responsibilities to the public, to act reasonably and to comply with the law and best practice in administration.
Responsiveness – The quality of readily reacting to a request (in particular, a customer complaint).
Resolution – Where parties agree on a future course of action, or the complaint is withdrawn, or a compromise is agreed on.
Service Standard – The time set that City Staff should review and responding to a customer complaint.
Visibility – The ability for a complaint handling system to be easily identifiable.