Complaints & Compliments About City Services

Accounting Services Complaints Handling Procedures

The Accounting Services Division has a procedure for receiving and handling complaints from people dissatisfied with service, actions or lack of action by an Accounting Services 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.

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.

Please note that anonymous complaints are not dealt with under this policy, as they are difficult, if not impossible, to assess or investigate.

How to submit a complaint

Complaints may be made verbally (in person or telephone) or in writing (by mail).

We recommend you first speak directly with the service area 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 the Director, Accounting Services. 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.

Where to send your complaint:

By email:

Accounting Services Complaint Officer at

By mail:

Accounting Services
Metro Hall
55 John Street, 14 floor
Toronto, ON M5V 3C6
Attn: Accounting Services Division Complaint Officer

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.