Complaints & Compliments About City Services

Compliments, feedback & complaints

The City Manager wants to ensure that everyone has an opportunity to provide compliments and feedback or make a complaint about services provided by the City Manager's Office. We always appreciate feedback and take it seriously as feedback helps us to monitor performance and improve our services.

Provide us with compliments and feedback:

Mail: 
City Manager's Office
City Hall
100 Queen Street West
11th Floor, East Tower
Toronto, ON M5H 2N2
Attention: Feedback 

Telephone:
Executive Office: 416-392-8102
Human Resources: 416-397-4120
Internal Audit: 416-392-8034
Strategic & Corporate Policy: 416-392-8102
Strategic Communications: 416-392-1818
Equity, Diversity & Human Rights Office: 416-397-4095
(TTY: 416-397-7332)

Electronic:
talktocitymanager@toronto.ca
Subject: Complaint

TTY 416-338-0TTY (0889)


Making a complaint:

The City Manager's Office has procedures for receiving and handling complaints when anyone is dissatisfied with service, actions or lack of action by a City Manager's Office service, process or staff member for the following areas:

  • Executive Management
  • Human Resources
  • Internal Audit
  • Strategic & Corporate Policy
  • Strategic Communications
  • Equity, Diversity & Human Rights

Complaints may be made verbally (by telephone) or in writing (by mail, fax or electronic means). Any correspondence and/or complaint that contains profanity, rude or inappropriate language will not receive a response.

Please download and complete a Complaint Tracking Form to record and submit a complaint.

We make every effort to resolve complaints as quickly as possible.

  • The City Manager's Office applies certain standards for responding to complaints. Depending how the complainant requests to be contacted, the following standards for acknowledging complaint receipt at Second Stage apply:
    • Complaints are acknowledged by telephone within 1 working day of being received by the relevant service area.
    • Complaints are acknowledged by email within 1 working day of being received by the relevant service area.
    • Complaints are acknowledged by fax within 2 working days of being received by the relevant service area.
    • Complaints are acknowledged by mail within 3 working days of being received by the relevant service area.
  • Where an expanded review is required, complainants are contacted within 14 days with either a final response or update. At that time the complainant is advised of when the next contact will be - either for a proposed resolution or for the next progress update.
  • Complainants are automatically contacted when their complaint is escalated.
  • The director may exercise discretion and contact the complainant more frequently or sooner than the above standards.
  • NOTE: From time to time, there may arise extraordinary circumstances where the City Manager's Office may not be in a position to guarantee these standards can be satisfied (e.g. during labour disruption, emergency management situation, etc.)

Send your complaint

Mail:
City Manager's Office
City Hall
100 Queen Street West
11th Floor, East Tower
Toronto, ON M5H 2N2
Attention: Complaint

Electronic:
talktocitymanager@toronto.ca
Subject: Complaint

TTY 416-338-0TTY (0889)

Fax:
416-392-1827(City Manager's Office general fax)
Attention: Complaint

Please note: Personal information is not secure if sent by fax transmission. The City of Toronto does not recommend sending correspondence by fax.

Telephone:
Executive Office: 416-392-8102
Human Resources: 416-397-4120
Internal Audit: 416-392-8034
Strategic & Corporate Policy: 416-392-8102
Strategic Communications: 416-392-1818
Equity, Diversity & Human Rights Office: 416-392-5583
(TTY: 416-338-0889)

Complaint Policy & Procedure

Complaint Tracking Form