Economic Development & Culture

How to Submit Your Feedback (Comment, Compliment or Complaint)

Your feedback is important to us. Only you can tell us if our services meet your needs, and what we can do to improve our services.

We want to ensure that everyone who receives service from Economic Development & Culture (EDC) has an opportunity to provide their comments, compliments and complaints.

Your feedback can be submitted directly to the EDC program/facility providing your service in person (verbally or in writing), by phone, by e-mail or fax. Alternatively, you can fill out our Feedback Form (PDF) and submit it to the appropriate EDC contact, in person or by mail, e-mail or fax.

Please be sure to provide the following information when submitting your feedback:

  • Name
  • Address
  • Telephone number
  • Email address
  • Details of your feedback
  • Any action you would like us to take

To help us respond to your feedback as promptly as possible, please forward your feedback directly to the section of EDC that provided you service.

Comments and compliments will be forwarded to the appropriate staff and their direct supervisor immediately.

Complaints Process 

In accordance with our Feedback Protocol (PDF), EDC will acknowledge the receipt of your complaint by the end of the following work day.

There are a possible three stages to EDC's complaints process: Staff Review, Manager Review and General Manager/DCM Review. Staff will do their best to provide a prompt and satisfactory resolution before moving the complaint through the stages. You will be contacted with an update on the status of your complaint and/or a final resolution within 10 working days at each stage.

Final resolution will be provided as promptly as possible, depending on the nature of the complaint and the course of action required. If you are not satisfied with the final resolution provided to you by the end of the third stage, you may contact the City's Ombudsman for an external review.

In some cases, you may be referred to an alternate accountability office, such as the Office of Equity, Diversity and Human Rights, or the Fraud & Waste Hotline, depending on the nature of the complaint.

Stage 1: Staff Review

  • EDC staff will attempt to provide a resolution as promptly as possible given the nature of your complaint.
  • You will be contacted with an update on the status of your complaint and/or a final resolution within 10 working days.
  • Complaints that cannot be promptly resolved by the initial staff member you contacted will be referred to the appropriate Manager.

Stage 2: Manager Review

  • The Manager will review and attempt to resolve your complaint as quickly as possible with input from staff.
  • Additional information may be required to further review the complaint and propose a resolution (see Collection of Additional Information below).
  • You may be asked to submit a verbal complaint in writing, especially if it involves a serious or complex matter.
  • You will be contacted with an update on the status of your complaint and/or a final resolution within 10 working days.
  • If you are not satisfied with the final resolution provided, you may request that your complaint be furthered reviewed.

Stage 3: Director/General Manager Review

  • Using the same procedure as the Manager outlined above, the appropriate Director will review and attempt to provide a resolution to your complaint.
  • You will be contacted with an update on the status of your complaint and/or a final resolution within 10 working days.
  • If the resolution provided by the Director is not to your satisfaction, the General Manager (in consultation with the Deputy City Manager if required) will provide a final review and resolution.
  • If you are not satisfied with the resolution provided by the General Manager, you may contact the City's Ombudsman for an external review. In some cases, you may be referred to an alternate accountability office, such as the Office of Equity, Diversity, and Human Rights or Fraud and Waste, depending on the nature of the complaint.

Feedback Contacts 

To submit feedback to the General Manager's Office, please e-mail edcfeedback@toronto.ca or call 416-397-1970.

TTY customers can submit their feedback by calling 416-338-0TTY (0889).

Notice of Collection
Economic Development & Culture collects personal information on this form under authority of the City of Toronto Act, 2006, s. 136(c) and the City of Toronto Municipal Code, Chapter 169, Article I, ss. 169-1, 169-2, and 169-4. The information you provide will be used to review all feedback provided, for quality assurance, and may be used for contact purposes. Questions about this collection can be directed to the Economic Development & Culture, Planning & Project Consultant, City Hall, 8th Floor, East Tower, 100 Queen Street West, Toronto, Ontario, M5H 2N2, 416-397-5306.