Complaints & Compliments About City Services

Corporate Finance Complaints Protocol

The Corporate Finance Division provides strategic and risk management expertise to protect and improve the City of Toronto's long term financial position. It has five business units:

  • Insurance and Risk Management
  • Capital Markets
  • Business Investments and Intergovernmental Finance
  • Corporate Financial Strategies
  • Financial Policy

The Corporate Finance Division has a procedure for receiving and handling complaints from people dissatisfied with service, actions or lack of action by a Corporate Finance business unit or staff member.  For the purpose of this policy, a complaint can be about one or more of the following categories:  divisional policy, process or procedures, staff, access to service, timeliness of service, outcome, quality of service, or standard of service. 

Please note that anonymous complaints are not dealt with under this policy, as they are difficult, if not impossible, to assess or investigate.  If the complaint is about a perceived fraud by a Corporate Finance staff person, and if the complainant prefers to remain anonymous, he/she can access the City's Fraud & Waste Hotline at (416) 397-STOP (7867). 

For complaints not relating to the division's responsibilities, they will be re-routed to the relevant areas.  For complaints relating to Insurance and Risk Management, please refer to the Insurance and Risk Management Complaint Process.

The process and policy described here applies to complaints about the other four business units or staff in those units (Capital Markets, Business Investments and Intergovernmental Finance, Corporate Financial Strategies, and Financial Policy).

Submitted complaints are reviewed promptly and we make every effort to resolve them as quickly as possible. We monitor complaints and use them to assess and improve quality of service.

How to submit a complaint

Complaints may be made verbally (in person or telephone) or in writing (by email, fax or mail). We recommend you first speak directly with the staff or business unit where you have an issue, in person or by telephone. Most complaints are received this way and resolved promptly. If you are not satisfied with how your verbal complaint is handled you can submit a written complaint. All written complaints are reviewed by Corporate Finance management staff.  The information will be treated as confidential to protect your privacy.

If you wish to submit a written complaint, you can use our complaint form to formally record and submit a complaint about service, actions, or lack of action:

Where to send your complaint:

By telephone:  (416) 392-9640

By email: Corporate Finance Division Complaint Officer at etran@toronto.ca

By fax: Corporate Finance Division's general fax: (416) 397-4555
Attn: Corporate Finance Division Complaint Officer

By mail:

Corporate Finance Division
Toronto City Hall, 100 Queen Street West
5th floor, East Tower
Toronto, ON  M5H 2N2
Attn: Corporate Finance Division Complaint Officer

 

Commitment to delivering accessible customer service
The City of Toronto strives at all times to provide equal treatment and equitable benefits of City services, programs and facilities in a manner that respects the dignity and independence of people with disabilities. The complaints process conforms to Access for Ontarians with Disabilities Act (AODA) requirements. The public should be able to access the complaints process at any point during service delivery via various channels: phone, letter, fax or e-mail and in-person at relevant locations. 

As part of this commitment, a complainant will have various options to choose from in terms of making his/her concerns known. The complainant will also be entitled to receive a response in a preferred mode.

To make a complaint or receive a response in a preferred mode with respect to accessible customer service, please contact the Corporate Finance Complaint Officer at (416) 392-9640.

Notice of Collection:

The personal information you choose to provide on this form is collected under the authority of the City of Toronto Act, 2006. The information you provide will be used to investigate the complaint and may be used for contact purposes.