Customer Service Standards

Toronto Water - Customer Service Standards

Toronto Water responds to the interests of residential and business customers, working responsibly to protect a precious resource. Complying with legislation, staff test and transmit safe, clean drinking water, treat wastewater, maintain water distribution and collection systems, manage stormwater, maintain physical assets, oversee revenue management and employ quality assurance. The services provided by Toronto Water fall under three main areas:

  • water treatment and supply
  • wastewater collection and treatment
  • stormwater management

Staff to investigate the concern/complaint*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
2 hours

Internet Self Serve
(Complete Online)
Not available

* Concerns with respect to a Toronto Water employee attitude/behaviour and/or usage of equipment


To start your service request call 311.

Staff to investigate inquiry & where necessary take corrective action*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
4 hours

Internet Self Serve
(Complete Online)
Not available

* Concerns with respect to a Toronto Water construction site and its condition

To start your service request call 311.

   

Staff to investigate inquiry & where necessary take corrective action*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
8 hours

Internet Self Serve
(Complete Online)
Yes

* To report a municipal fire hydrant that has been damaged - typically struck by a vehicle

To start your service request call 311.

Where necessary, repair of fire hydrant*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
8 weeks (40 business days)

Internet Self Serve
(Complete Online)
Not available

* To report a municipal fire hydrant that has been damaged - typically struck by a vehicle

To start your service request call 311.

   

Staff to investigate inquiry & where necessary take corrective action*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
4 hours

Internet Self Serve
(Complete Online)
Yes

* To report a municipal fire hydrant that appears to be leaking ie water flowing from either the hydrant or from the ground directly around the fire hydrant

To start your service request call 311.

Where necessary, repair of fire hydrant*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
8 weeks (40 business days)

Internet Self Serve
(Complete Online)
Not available

* To report a municipal fire hydrant that appears to be leaking ie water flowing from either the hydrant or from the ground directly around the fire hydrant

To start your service request call 311.

In case of hydrant repair, the final surface restoration (sod, concrete, asphalt, etc)*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
24 months

Internet Self Serve
(Complete Online)
Not available

* To report a municipal fire hydrant that appears to be leaking ie water flowing from either the hydrant or from the ground directly around the fire hydrant

To start your service request call 311.

Staff to investigate inquiry & where necessary take corrective action*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
2 hours

Internet Self Serve
(Complete Online)
Not available

* To report water and/or sewage that is escaping from a municipal manhole/maintenance hole

To start your service request call 311.

   

Staff to investigate inquiry and where necessary take corrective action*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
2 hours

Internet Self Serve
(Complete Online)
Not available

* To report the spillage of a substance that is or may be entering the municipal sewer system or watercourse via a catchbasin and/or manhole/mainteance hole

To start your service request call 311.

Depending on severity of the incident the site clean-up activities*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
5 business days - 3 weeks

Internet Self Serve
(Complete Online)
Not available

* To report the spillage of a substance that is or may be entering the municipal sewer system or watercourse via a catchbasin and/or manhole/mainteance hole

To start your service request call 311.

  

Staff to investigate inquiry and where necessary take corrective action, advise resident*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
4 hours

Internet Self Serve
(Complete Online)
Yes

* To report a known or suspected problem with the municipal portion of a sewer service line (portion of a buildings drainage system that discharges effluent to the municipal sewer system)

To start your service request call 311.

Where necessary, repair of the sewer service line*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
24 hours

Internet Self Serve
(Complete Online)
Not available

* To report a known or suspected problem with the municipal portion of a sewer service line (portion of a buildings drainage system that discharges effluent to the municipal sewer system)

To start your service request call 311.

In case of sewer service line repair, the final surface restoration (sod, concrete, asphalt, etc.)

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
24 months

Internet Self Serve
(Complete Online)
Not available

* To report a known or suspected problem with the municipal portion of a sewer service line (portion of a buildings drainage system that discharges effluent to the municipal sewer system)

To start your service request call 311.

Staff to investigate inquiry and where necessary take corrective action, advise resident*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
8 hours

Internet Self Serve
(Complete Online)
Yes

* To report incidents where the tap water appears brown/red

To start your service request call 311.

  

Staff to investigate inquiry and where necessary take corrective action*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
4 hours

Internet Self Serve
(Complete Online)
Yes

* To report known or suspected leaking of the municipal portion of the water servcie line (portion of the buildings water supply line that provides water from the municipal watermain to the building)

To start your service request call 311.

Where necessary, repair of the water service line*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
5 Business Days - Emergency 24 hours

Internet Self Serve
(Complete Online)
Not available

* To report known or suspected leaking of the municipal portion of the water servcie line (portion of the buildings water supply line that provides water from the municipal watermain to the building)

To start your service request call 311.

In case of water service line repair, the final surface restoration (sod, concrete, asphalt, etc.)

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
24 months

Internet Self Serve
(Complete Online)
Not available

* To report known or suspected leaking of the municipal portion of the water servcie line (portion of the buildings water supply line that provides water from the municipal watermain to the building)

To start your service request call 311.

  

Staff to contact resident to arrange for flow test*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
24 hours

Internet Self Serve
(Complete Online)
Yes

* To report chronic low water flow conditions within a building

To start your service request call 311.

Completion of the flow test*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
8 weeks (40 business days)

Internet Self Serve
(Complete Online)
Not available

* To report chronic low water flow conditions within a building

To start your service request call 311.

Staff to investigate inquiry and where necessary take corrective action, advise resident*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
4 hours

Internet Self Serve
(Complete Online)
Yes

* To report no and/or loss of water supply to a building

To start your service request call 311.

Staff to investigate inquiry and where necessary take corrective action, advise resident*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
8 hours

Internet Self Serve
(Complete Online)
Yes

* To request that the municipal water suppy be temporarily shut off at a specific time (typically a planned activity to faciliate repairs on private property)

To start your service request call 311.

Staff to investigate inquiry and where necessary take corrective action, advise resident*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
2 hours

Internet Self Serve
(Complete Online)
Not available

* To request that the municipal water suppy be immediatly shut off due to an emergency situation on private property (typically to faciliate emergency repairs on private property)

To start your service request call 311.

Staff to investigate inquiry and where necessary take corrective action, advise resident*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
8 hours

Internet Self Serve
(Complete Online)
Yes

* To request that the municipal water suppy be turned on (typically after planned or emergency repairs have been completed on private property)

To start your service request call 311.

  

Staff to investigate inquiry and where necessary take corrective action*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
2 hours

Internet Self Serve
(Complete Online)
Not available

* To report water appearing to emerge from the ground within the road allowance - the source is suspected to be the municipal watermain

To start your service request call 311.

Where necessary, repair of the watermain*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
16 hours

Internet Self Serve
(Complete Online)
Not available

* To report water appearing to emerge from the ground within the road allowance - the source is suspected to be the municipal watermain

To start your service request call 311

In case of watermain repair, the final surface restoration (sod, concrete, asphalt, etc)*

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
24 months

Internet Self Serve
(Complete Online)
Not available

* To report water appearing to emerge from the ground within the road allowance - the source is suspected to be the municipal watermain

To start your service request call 311.