Complaints & Compliments About City Services

Pension, Payroll & Employee Benefits Division Complaints Process

The Pension, Payroll & Employee Benefits Division (PPEB) provides accurate and timely services to employees and retirees. The PPEB Division strives to provide excellent customer service. Should an individual have a complaint regarding the level of service provided, they should follow the Complaints Process below.

As soon as a complaint is received, the responsible Supervisor will send an acknowledgement reply within two business days.

Email: ppebservice@toronto.ca

General questions: 416-392-8352

Pensions section

An employee/retiree with a complaint can write to the Supervisor of the Pension section who will review the complaint. The Supervisor will respond to the complainant in writing and provide additional information if required. Every effort is made to respond to written complaints within 15 business days.

Contact information:

Supervisor
Pension Payroll & Employee Benefits
Pension Section
Metro Hall, 55 John Street, 13th Floor
Toronto, ON M5V 3C6

Telephone: 416-392-8390
Fax: 416-392-9205

Should the individual be unsatisfied with the response, they can write to the Manager, providing a copy of the original complaint and response from the Supervisor. The Manager will provide a final response to the complaint within 15 days, copying the Director of PPEB.

Contact information:

Manager
Pension Payroll & Employee Benefits
Pension Section
Metro Hall, 55 John Street, 13th Floor
Toronto, ON M5V 3C6

Telephone: 416-392-8397
Fax: 416-392-9205

Payroll and benefits processing section

An employee/retiree with a complaint can write to the Supervisor of Payroll, responsible for their portfolio, who will review the complaint. The Supervisor will respond to the complainant in writing and provide additional information if required. Every effort is made to respond to written complaints within 15 business days.

Contact information:

Cluster A - except Economic Development & Culture, Toronto Paramedic Services, and Parks, Forestry & Recreation
Supervisor, Payroll & Benefits Processing
Telephone: 416-392-9480

Cluster A - Economic Development & Culture, Toronto Paramedic Services, and Parks, Forestry & Recreation
Supervisor, Payroll & Benefits Processing
Telephone: 416-397-5428

Cluster C
Supervisor, Payroll & Benefits Processing
Telephone: 416-392-9160

Cluster B
Supervisor, Payroll & Benefits Processing
Telephone: 416-392-6739

Pension Payroll & Employee Benefits
Payroll & Benefits Processing Section
Metro Hall, 55 John Street, 13th Floor
Toronto, ON M5V 3C6
Fax: 416-397-0835

Should the individual be unsatisfied with the response, they can write to the Manager, providing a copy of the original complaint and response from the Supervisor. The Manager will provide a final response to the complaint within 15 days, copying the Director of PPEB.

Contact information:

Manager
Pension Payroll & Employee Benefits
Payroll & Benefits Processing
Metro Hall, 55 John Street, 13th Floor
Toronto, ON M5V 3C6

Telephone: 416-338-3445
Fax: 416-397-0835

Benefits and employee services section

An employee/retiree with a complaint can write to the Supervisor of the Benefits & Employee Services section who will review the complaint. The Supervisor will respond to the complainant in writing and provide additional information if required. Every effort is made to respond to written complaints within 15 business days.

Contact information:

Supervisor
Pension Payroll & Employee Benefits
Benefits & Employee Services
Metro Hall, 55 John Street, 13th Floor
Toronto, ON M5V 3C6

Telephone: 416-392-8098
Fax: 416-397-0835

An employee/retiree who has a complaint regarding the processing of their benefit claims can also put their health and/or dental claims issues through the Benefits Monitoring Committee. Benefits Monitoring Committees have been established with CUPE Local 79, TCEU Local 416, TPFFA Local 3888 and COTAPSAI. Each Benefits Monitoring Committee consists of representatives from the unions/association as well as management staff.

a) CUPE Local 79 – Telephone: 416-977-1629

Article 12.08 Benefits Monitoring Committee

A Benefits Monitoring Committee shall be established consisting of up to four representatives from each of Local 79 and the City. This Committee shall be jointly chaired by the Director, Pension Payroll and Employee Benefits, and the President of Local 79, or their designates.

The objective of the Committee will be to address issues of concern arising out of the administration of the benefit plan including the review of any special circumstances where employees incur extraordinary expenses within the parameters of the plan and to review the plan and, if the parties both agree, to make joint recommendations regarding the plan so as to ensure that it meets the needs of Local 79 and the city.

The Committee shall meet at the request of either party.

b) TCEU Local 416 – Telephone: 416-968-7721

Article 16.07 Benefits Monitoring Committee

A Benefits Monitoring Committee shall be established consisting of up to four representatives from each of Local 416 and the City. This Committee shall be jointly chaired by the Director, Pension Payroll and Employee Benefits, and the President of Local 416, or their designates.

The objective of the Committee will be to address issues of concern arising out of the administration of the benefit plan including the review of any special circumstances where employees incur extraordinary expenses within the parameters of the plan and to review the plan and, if the parties both agree, to make joint recommendations regarding the plan so as to ensure that it meets the needs of Local 416 and the city.

The Committee shall meet at the request of either party.

c) TPFFA Local 3888 – Telephone: 416-466-1167

Article 16.12 Benefits Monitoring Committee

A benefits monitoring committee shall be established consisting of up to two representatives from each of Local 3888 and the City. This Committee shall be jointly chaired by the Director, Pension, Payroll and Employee Benefits, and the President of Local 3888 or their designates.

The object of the committee will be to address issues of concern arising out of the administration of the benefit plan including the review of any special circumstances where employees incur extraordinary expenses within the parameters of the plan and to review the plan and, if the parties both agree, to make joint recommendations regarding the plan so as to ensure that it meets the needs of Local 3888 and the City.

The committee shall meet at the request of either party.

d) COTAPSAI - Telephone: 416-392-1116

COTAPSAI members send their benefits issues to Grace Ciardullo, COTAPSAI's HR Officer and Grace tries to resolve the issues by seeking clarification/additional information/administrative process from the City staff.

Should the individual be unsatisfied with the response, they can write to the Manager, providing a copy of the original complaint and response from the Supervisor. The Manager will provide a final response to the complaint within 15 days, copying the Director of PPEB.

Contact information:

Manager
Pension Payroll & Employee Benefits
Benefits & Employee Services
Metro Hall, 55 John Street, 13th Floor
Toronto, ON M5V 3C6

Telephone: 416-392-3901
Fax: 416-397-0835

Tracking

In compliance with the City of Toronto's Complaint Handling Guidelines, all complaints will be logged and tracked from initial receipt throughout the entire process until the complaint is resolved.

Escalation

Should the individual be unsatisfied with all the responses, they can write to the Director, providing a copy of the original complaint and all the responses from the Supervisor and the Manager. The Director will provide a final response to the complaint within 15 days, copying the Treasurer.

Contact information:

Director
Pension Payroll & Employee Benefits
Metro Hall, 55 John Street, 13th Floor
Toronto, ON M5V 3C6

Telephone: 416-397-4143
Fax: 416-392-9270