Complaints & Compliments About City Services

Facilities Management Complaints Protocol

Policy Statement

Facilities Management Division (FM) provides facility management services for the City's properties, including all civic centres / office buildings, meeting rooms and public access locations.

Feedback from our customers is critical to our success. We are committed to listening and improving our services and in treating our customers in an open, transparent and timely manner.

This complaint handling procedure is established to provide the public with clear steps to follow when making a complaint and to ensure each is handled fairly and efficiently.

Complaint Procedure

Stage 1:

If your complaint is specific to Facilities Management, regarding City-owned facilities such as civic centres, meeting rooms, building signage, or construction, please call our helpline at 416-338-FRED(3733) or e-mail to facilities_customer_support@toronto.ca with the following information below or directly contact John Doolittle, Program Manager – AEC at 416-397-0976 or by email.

Stage 2:

If you are not satisfied with the response from Stage 1, please contact Angelo Tambasco, Director – Client Services at 416-392-8867 or by email. If your complaint is regarding other Toronto Public Service, please call 311 to have your complaint directed to the appropriate staff.

Complaint Information and Timeline

  1. Please complete the Complaint Tracking Form or provide details such as:
    • Contact information including full name of complainant, full address, telephone numbers and email address.
    • Description of complaint, what happened, who was involved, dates and times, building address, service area or location of problem
    • Include names of witnesses, photographs, and other pertinent information
  2. In each stage or step, we will handle your complaints confidentially, investigate and let you know the outcome within 15 business days.
  3. Outside investigators would be called for complaints that are of serious nature or impacts on the public.

Hours of Operation

Monday to Friday from 8:30 a.m. to 4:30 p.m. or please leave a message and your call will be returned within three business days.

Complaint Escalation

In case you are not satisfied with the outcome received, please have copies of the original complaint and responses prior to escalation and follow these steps:

  • Step 1:
    • If you are not satisfied with the outcome received from the Director of Client Services (Stage 2), please contact the General Manager of Facilities Management at 416-397-5270 or email: sunil.sharma@toronto.ca.
  • Step 2:
    • If you are not satisfied with the outcome received from the General Manager of Facilities Management (Step 1), please contact the Chief Corporate Officer at 416-397-4156 or email: josie.scioli@toronto.ca.
  • Step 3:
    • If you are not satisfied with the response received from Step 2, please contact the Deputy City Manager's Office at 416-392-8773 or email: rob.rossini@toronto.ca.
  • Step 4:
    • If you are not satisfied with the response received from Step 3, please contact the City Manager's Office at 416-392-8102 or email: talktocitymanager@toronto.ca.
  • Step 5:
    • If you are still not satisfied with how your complaint was handled, you may escalate your complaint to the Office of the Ombudsman at 416-392-7062 or email: ombuds@toronto.ca

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.

Thank you for helping us serve you better.