Your City

How to make a complaint

The City Clerk's Office is committed to satisfying expectations in all our services. We have  procedures (PDF) for receiving and handling complaints from people dissatisfied with service, actions or lack of action by a City Clerk's Office business unit or staff member.

There are specific complaint procedures for many of our services, such as Council meeting procedures, planning decisions, polling, etc.

For other complaints, use the process outlined on this page. Submitted complaints are reviewed promptly and we make every effort to resolve them as quickly as possible. We monitor complaints and use them to assess and improve quality of service.

Is your complaint about another division? Please check other divisional complaint protocols.

How to submit a complaint

Complaints may be made verbally (in person or by telephone) or in writing (by mail or email).

We recommend you first speak directly with the service area where you have an issue, in person or by telephone. Most complaints are received this way and resolved promptly. If you are not satisfied with how your verbal complaint is handled you can submit a written complaint.

If you wish to submit a written complaint, you can use our complaint form (Word) to formally record and submit a complaint about service, actions, or lack of action.

If someone else is acting on your behalf regarding a complaint, a representative consent form (PDF) should also be submitted.

Anonymous complaints

You may submit an anonymous complaint if you do not wish to be contacted. Anonymous complaints are still reviewed and corrective measures taken as necessary.

What happens with your written complaint

Complaints are used to assist us in improving services, policies and procedures.

All written complaints are reviewed by City Clerk's Office management staff. The information is treated as confidential to protect your privacy; however, you should be aware that in investigating a complaint, the circumstances may indirectly identify you (even if submitted anonymously). 

If you provide contact information, we will inform you of any actions resulting from your complaint. If you are not satisfied with the outcome, we will advise you of options to escalate the complaint.

Full details are provided in our Complaints procedure.

Please note: There are separate rights of appeal or complaint processes for certain services provided by the City Clerk's Office. We will advise you if a specific complaint procedure applies.

Forms and links:

 


Notice of Collection

The personal information you choose to provide on this form is collected under the authority of the City of Toronto Act, 2006. The information you provide will be used to investigate the complaint and may be used for contact purposes. Questions about this collection can be directed to the City Clerks Office c/o Management Consultant, City Hall, 13th Floor West, 100 Queen Street W., Toronto, ON, M5H 2N2, ph 416-392-8107.


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