Customer Service Standards

Engineering and Construction Services Division – Customer Service Standards

Engineering and Construction Services Division provides specialized services in engineering planning, design and construction of municipal infrastructure for other City divisions, development engineering, third party review, utility mapping, property and engineering survey.

Our mission is to create safe and sustainable municipal infrastructure that enhances the quality of life for the people of Toronto, through professionalism in project planning, engineering and project management services.

 

Corporate Service Standards


The City's corporate online, email and telephone service standards support the delivery of exceptional, equitable and accessible customer service.

 

Construction related inquiry or complaint 

If you have an inquiry, complaint or concerns with a specific construction project you can either:

  • Contact the Engineering & Construction Services construction inspection staff located at the project site
  • Call or e-mail the contact person for the project as shown in the Construction Notice or bulletin that has been delivered to local residents and businesses and is posted on the ward map
  • Call 311 and inquire who to contact for the project

 

The inspector or the contact person will contact you within two business days and follow up on your question or complaint. They will work directly with the contractor in the field to quickly answer your question or to resolve your complaint.

   

Engineering Review and Approvals

Planning Applications Submitted under the Planning Act

Description: These are applications submitted under the Planning Act to obtain development approvals, and can comprise, but not limited to, proposals to: amend zoning by-laws (Zoning By-Law Amendments); subdivide property (Plan of Subdivision or Consent to Sever); develop property (Site Plan Control); or create a condominium (Plan of Condominium). The length of time to review an application and provide a response to City Planning is generally as follows:

  • Complex Submission
    • Initial Submission: 35 working days from date received by Development Engineering
    • Revised Submission: 25 working days from date received by Development Engineering
  • Routine Submission
    • Initial Submission: 25 working days from date received by Development Engineering
    • Revised Submission: 10 working days from date received by Development Engineering
  • Quick Submission
    • Initial Submission: 15 working days from date received by Development Engineering
    • Revised Submission: 5 working days from date received by Development Engineering

Ministry of Environment Transfer of Review Applications for Sewer and Watermain Approvals

Transfer of Review for Environmental Compliance Approvals

  • 10 working days

City of Toronto Drinking Water Works Permit

  • 10 working days

Third Party and Utility Submissions

Review of Full-Stream Utility Permit Applications

  • Comments within 15 working days of receipt of application from Transportation Services.

Services/Products

Utility Mapping

  • Description: Provision of paper or electronic maps, for planning purposes only, showing the location of underground utilities in the right-of-way.
  • Service Standard: 2 working days after receipt of disclaimer.

Surveyor Field Notes

  • Description: Field notes for land surveyors only.
  • Service Standard: 3 days after receipt of request.

Sewer Infraction Records Search

  • Service Standard: 10 working days after receipt of application.

Municipal Numbering

  • Description: Addresses issued for land, building or building entrance.
  • Service Standard: Within 5 working days after receipt of application and required fees.

Street Naming

  • Description: Review of proposed new street or lane names, changes to street names and street spelling.
  • Service Standard: Initial response within 10 working days with estimated time to complete.

Record Drawings for Municipal Infrastructure

  • Description: Wait time to request viewing drawings at district offices.
  • Service Standard:15 minutes wait time.

  • Description: Preparation of drawings ready for pick up at district offices by request through email or phone.
  • Service Standard: up to 1 week depending on size of request