Customer Service Standards

Municipal Licensing & Standards - Customer Service Standards

The Municipal Licensing and Standards division supports the City of Toronto as a safe, vibrant, creative and clean community through bylaw administration and enforcement serving those who live, work and visit here. The division's services are provided through three main areas:

  • Business licensing, enforcement and permitting
  • Property enforcement
  • Animal care and enforcement

 

Corporate Service Standards


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

 

  

Adequate Heat*

Investigation Time
(Length of time to investigate your request)
Within 24 hours

Completion Time
(Length of time to complete your request)
Immediate (if work is required to remove hazard situation)

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related to the responsibility of property owners/landlords to provide adequate heating within residential rental accommodation between September 15 to June of the following year (minimum 21 degrees Celsius).

To start your service request call 311.

Abandoned Appliances*

Investigation Time
(Length of time to investigate your request)
Within 24 hours (one business day)

Completion Time
(Length of time to complete your request)
Immediate (if work is required to remove hazard situation)

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related to abandoned/unused appliances left in a location accessible to children that have not had their doors removed.

To start your service request call 311.

Election Signs*

Investigation Time
(Length of time to investigate your request)
Within 48 hrs (two business days)

Completion Time
(Length of time to complete your request)
Within 48 hrs (two business days)

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related to the illegal placement of election signs during municipal, provincial and federal election campaigns.

To start your service request call 311.

Fence*

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
60 Calendar Days

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* All Fences - By-law enforcement services arising from complaints related to the erection of fences contrary to the standards in the by-law such as height and materials used.

To start your service request call 311.

Fence - Pool Enclosure*

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

Completion Time
(Length of time to complete your request)
Immediate (if work is required to remove hazard situation

)

Urgent / Escalated Response
(Heightened Priority)
Pool enclosure issue require an urgent response (within 24 hours - one business day)

Internet Self Serve
(Complete Online)
Not available

Contact
null

* Pool Enclosures - By-law enforcement services arising from complaints related to the requirement to erect and maintain a secure fence around swimming pools.

To start your service request call 311.

Graffiti*

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
60 Calendar Days

Urgent / Escalated Response
(Heightened Priority)
For hate related graffiti an urgent response is required (within 72 hours - 3 business days)

Internet Self Serve
(Complete Online)
Proposed for March, 2011

Contact
null

* By-law enforcement services arising from complaints related to the presence of graffiti on property and the requirement of property owners to remove it.

To start your service request call 311.

Long Grass and Weeds*

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
60 Calendar Days

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related to long grass (and weeds) that is allowed to grow more than 20 centimetres in height and the requirement to cut it when it does.

To start your service request call 311.

Noise*

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
60 Calendar Days

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related to inhabitants being disturbed by noise such as loud music, mechanical equipment and construction activity.

To start your service request call 311.

Property Standards*

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
60 days or immediate (if work is required to remove hazardous situation)

Urgent / Escalated Response
(Heightened Priority)
For urgent hazards related to the condition of property requires an urgent response (within 24 hours - one business day)

Internet Self Serve
(Complete Online) Yes

Contact
null

* By-law enforcement services arising from complaints related to the minimum standard of maintenance and occupancy of property.

To start your service request call 311.

Road Allowance*

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
60 Calendar Days

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related only to cafes, marketing and encroachments onto the public right-of-way (sidewalk).

To start your service request call 311.

Rooming House*

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
60 Calendar Days

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related only to the licensing of rooming houses within the boundaries of the former City of Toronto only.

To start your service request call 311.

Signs*

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
60 Calendar Days

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related only to the display and erection of temporary signs contrary to the by-law or without the benefit of a permit issued by Municipal Licensing and Standards.

To start your service request call 311.

Waste*

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
60 days or immediate (if work is required to remove hazardous situation)

Urgent / Escalated Response
(Heightened Priority)
Standing water in swimming pools, depression or hole is an urgent issue (West Nile Virus, within 24 hours - one business day).

Internet Self Serve
(Complete Online)
not available

Contact null

* By-law enforcement services arising from complaints related only to the accumulation or dumping of waste/refuse/garbage in the yard areas of property.

To start your service request call 311.

Zoning*

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
60 Calendar Days

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related to the illegal use of property/use of property contrary to the provisions in the Zoning by-law.

To start your service request call 311.

  

Dog or Cat Registration/Licensing*

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Yes

Contact
null

* By-law enforcement services arising from complaints related unlicenced pets.

To start your service request call 311.

Animal Care & Enforcement

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related unlicenced pets.

To start your service request call 311.

Animal By-Law Enforcement & Mobile Response (II)*

Investigation Time
(Length of time to investigate your request)
within 24 hours

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

Urgent / Escalated Response
(Heightened Priority)
Emergencies - within 1 hour Priority - within 5 hours

Internet Self Serve
(Complete Online)
Not available

Contact
null

* Mobile response services arising from complaints related sick or injured animals, dead animals, stray animals or public safety concerns involving an animal. (domestic animals and wildlife)

To start your service request call 311.

Dogs in Parks*

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related to Commericial Dog Walkers. By-law enforcement services arise from complaints related to dogs in parks.

To start your service request call 311.

Animal Sheltering and Adoption*

Investigation Time
(Length of time to investigate your request)
All animals in TAS shelters can be viewed on line 24/7. Owner surrender services available 10:30 a.m,. To 5:00 p.m. Monday to Friday.

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Yes

Contact
null

* Animal Sheltering and Adoption Services arising from requests related to animals available for adoption, owner surrenders services for pet owners and lost/founds services for owned animals in the City of Toronto.

To start your service request call 311.

Spay/Neuter Services and Trap Neuter Release Program (TNR)

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* Spay/Neuter (sterilization) services available for cats only, to residents in the City of Toronto. TNR program available from March to October for feral cat colonies in the City of Toronto.

To start your service request call 311.

Education Program*

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* Bite Prevention Program available to schools in the City of Toronto.

To start your service request call 311.

     

Waste Collections - Commercial Properties*

Investigation Time
(Length of time to investigate your request)
Within 48 hrs (two business days)

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
Hazardous waste issues require an urgent response (within 24 hours - one business day)

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related only to the accumulation or dumping of waste/refuse/garbage at the collection point on City property.

To start your service request call 311.

Waste Collections - Residential Properties*

Investigation Time
(Length of time to investigate your request)
Within 48 hrs (two business days)

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
Hazardous waste issuesrequire an urgent response (within 24 hours - one business day)

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related only to the accumulation or dumping of waste/refuse/garbage at the collection point on City property.

To start your service request call 311.

Waster - Illegal Dumping*

Investigation Time
(Length of time to investigate your request)
Within 48 hrs (two business days)

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
Emergencies - within 1 hour Priority - within 5 hours

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related to the accumulation or dumping of waste/refuse/garbage on the City property.

To start your service request call 311.

Packaging - Plastic bag fee*

Investigation Time
(Length of time to investigate your request)
Within 48 hrs (two business days)

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related to retail stores and the requirement to charge a fee for plastic bags in accordance with the by-law.

To start your service request call 311.

Plastic Wire Signs*

Investigation Time
(Length of time to investigate your request)
Within 48 hrs (two business days).

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not Available

Contact
null

* By-law enforcement services arising from complaints related to the display and erection of plastic wire temporary signs, contrary to the by-law.

To start your service request call 311.

  

Conduct of Parks Users*

Investigation Time
(Length of time to investigate your request)
Within 48 hrs (two business days)

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related to the use of City Parks contrary to the requirements in the by-law which may involve the use of fireworks, alcohol, smoking and access to restricted areas.

To start your service request call 311.

Park Use*

Investigation Time
(Length of time to investigate your request)
Within 48 hrs (two business days)

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related to the use of City Parks contrary to the requirements in the by-law which involve compfires/barbeques, organized gatherings/special events, camping, bathing and use of washroom/cahnge facilities.

To start your service request call 311.

Games, Sports and Organized Activities*

Investigation Time
(Length of time to investigate your request)
Within 48 hrs (two business days)

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related to the use of City Parks contrary to the requirements in the by-law involving games/sports related activity.

To start your service request call 311.

Vehicles in Parks*

Investigation Time
(Length of time to investigate your request)
Within 48 hrs (two business days)

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
null

* By-law enforcement services arising from complaints related to the use of City Parks contrary to the requirements in the by-law involving vehicles and their parking, use of roadways as well as bicycling.

To start your service request call 311.

Animals in Parks*

Investigation Time
(Length of time to investigate your request)
Within 48 hrs (two business days)

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not Available

Contact
null

* By-law enforcement services arising from complaints related to the use of City Parks contrary to the requirements in the by-law involving animals such as dogs and dog walking, wildlife, zoo animals and fishing.

To start your service request call 311.

Park Trees*

strong>Investigation Time
(Length of time to investigate your request)
Within 48 hrs (two business days).

Completion Time
(Length of time to complete your request) N/A

Urgent / Escalated Response
(Heightened Priority) N/A

Internet Self Serve
(Complete Online)
Not Available

Contact
null

* By-law enforcement services arising from complaints related to the use of City Parks contrary to the requirements in the by-law as it relates to the protection,removal and pruning of trees.

To start your service request call 311.

Watercraft*

Investigation Time
(Length of time to investigate your request)
Within 48 hrs (two business days).

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not Available

Contact
null

* By-law enforcement services arising from complaints related to the use of City Parks contrary to the requirements in the by-law as it relates to boating aand mooring activity.

To start your service request call 311.

Commercial Enterprises*

Investigation Time
(Length of time to investigate your request)
Within 48 hrs (two business days).

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not Available

Contact
null

* By-law enforcement services arising from complaints related to the use of City Parks contrary to the requirements in the by-law as it relates to the sale of merchandise, filming/videotaping and the posting of signs/advertising devices.

To start your service request call 311.

Illegal dumping*

Investigation Time
(Length of time to investigate your request)
Within 48 hrs (two business days).

Completion Time
(Length of time to complete your request)
N/A

Urgent / Escalated Response
(Heightened Priority)
Hazardous waste issuesrequire an urgent response (within 24 hours - one business day)

Internet Self Serve
(Complete Online)
Not Available

Contact
null

* By-law enforcement services arising from complaints relating to dumping of waste/refuse/garbage on parkland.

To start your service request call 311.

  

New Business Licenses*

Investigation Time
(Length of time to investigate your request)
20 minute average wait time to be served over the counter

Completion Time
(Length of time to complete your request)
This is dependent on licence type application, such as same day or 4 to 6 weeks if land use clearance is required.

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
Call 416-392-6700 or 311

* Application process for those businesses and trades that are required to be licensed in accordance with the Licensing by-law (Municipal Code Chapter 545) such as taxi cabs, restaurants, supermarkets, pet shops, automotive repair shops, buidling renovators and others.

To start your service request call 311.

Business License Renewals*

Investigation Time
(Length of time to investigate your request)
20 minute average wait time to be served over the counter. Online renewal payment option is available.

Completion Time
(Length of time to complete your request)
20 days

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Yes

Contact
Call 416-392-6700 or 311

* Application process for those businesses and trades that require their licenses be renewed (generally on an annual basis) in accordance with the Licensing by-law Municipal Code Chapter 545).

To start your service request call 311.

Investigation Time
(Length of time to investigate your request)
3 business days

Completion Time
(Length of time to complete your request)
30 business days

Urgent / Escalated Response
(Heightened Priority)
N/A

Internet Self Serve
(Complete Online)
Not available

Contact
Call 416-392-3082 or 311

* By-law enforcement services arising from complaints received from the public, councillors or other stakeholders stemming from activities contrary to the provisions of the Licensing and Vending by-laws (Chapter 545 and 315 of the Municipal Code).

To start your service request call 311.