Water

Service Concerns or Complaints

Toronto Water strives to provide quality water services through supplying drinking water and treatment of wastewater and stormwater to residents, businesses and visitors in order to protect public health, safety and property in an environmentally and a fiscally responsible manner. Toronto Water continually strives to provide prompt and reliable service.

  • If you have a concern or other issue regarding service you received from Toronto Water staff, please call 311 or email 311@toronto.ca. Be sure to include any details about the service you requested as well as your name, full address and daytime contact number.
  • If your complaint concerns a service call conducted at your home or place of business please follow-up with the area supervisor to resolve the issue.
  • If your complaint concerns an application for a grant, rebate or subsidy please follow-up with the Service Programs Unit.

We will work to resolve your concern or complaint as quickly as possible.

Escalated complaint process

Toronto Water has established policies and procedures for handling complaints from customers who are not satisfied with the resolution of a complaint in regards to service, actions/lack of action by Toronto Water staff, or Toronto Water's current service standards.

Before submitting an official written complaint, you must first speak directly with 311 or the Toronto Water service area where you have an issue, as evidence that City staff attempted to satisfy your concerns. Most complaints are resolved promptly this way by Toronto Water staff.

However, if you are not satisfied with how your complaint was handled, you may complete and submit an official written complaint using this form. Your completed complaint form will be officially logged for public record in the Toronto Water Complaint Registry, then investigated and escalated for management review.  Unless you are filing an anonymous complaint, this form must be completed in full and signed in order to ensure accuracy, transparency and consistency in addressing your concern. Only original copies will be accepted.


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