Complaints & Compliments About City Services

Information and Technology Feedback Protocol

The Information and Technology (I&T) Division has a procedure for receiving and handling feedback, including complaints from people dissatisfied with service, action or lack of action by an I&T business unit or staff member, compliments for a job well done or suggestions for service improvements.

I&T staff promptly review submitted feedback and make every effort to respond as quickly as possible. I&T staff also monitor feedback reports to assess and improve quality of service.

How to submit feedback

Feedback is submitted by emailing a completed feedback form to itfeedback@toronto.ca or by contacting 311.

Received feedback is shared with the appropriate manager for coordination and response.

Feedback process

Step 1: Make a complaint, compliment or suggestion

Customer emails a completed feedback form to itfeedback@toronto.ca or contacts 311.

Step 2: Receive a receipt of feedback

The I&T division will email an acknowledgement of the feedback within one business day.

Step 3: Collect and understand feedback information

The appropriate manager investigates the feedback. If a complaint, the manager will assess what solutions can be provided and manage a resolution.

Step 4: Work together to resolve your complaint

The complaint will be reviewed by the manager of the area under complaint for resolution. The customer may be contacted to provide further details about the complaint.

Step 5: Receive a notice of resolution

The manager reports the complaint process outcome to the customer within ten business days. If there is a high volume of complaints or a resolution takes longer than ten business days, the manager will inform the customer.

If no solution is determined within ten business days, the complaint is escalated to senior management for further review. A response will be provided to the customer within ten business days of escalation.


Definition of complaint

A complaint is an expression of dissatisfaction to a I&T program, service or staff member, where a customer believes that the I&T Division or its staff have not provided a service experience to their satisfaction at the point of service delivery and a response or resolution is expected.