Customer Service Standards

City Clerk's Office – Customer Service Standards

The City Clerk's Office mission is to build public trust and confidence in local government. Our mission, vision and shared values are integral to the City Clerk's Office approach to customer service. The City Clerk's Office serves customers through programs in three areas:

  • Elect government – ensure elections readiness and manage elections operations.
  • Make government work - manage government decision-making processes, support elected and accountability officials, provide ceremonial and official event services and deliver provincially delegated services.
  • Promote open government – lead corporate information management, enable corporate information stewardship and deliver information production services.


Corporate Service Standards

The City's corporate online, email and telephone service standards support the delivery of exceptional, equitable and accessible customer service.


Our customer service commitment and standard

In each service area, the City Clerk's Office is committed to achieving the highest standards in terms of:

  • Accuracy of information
    For example
    • Produce 100% of meeting minutes accurately (measured by their adoption without amendment by Council/Committee at the next meeting).
  • Prompt, timely, responsive service
    For example
    • Post on-line 100% of Council and Committee decision documents within 2 business days after the end of the meeting.
    • Answer 95% of telephone calls to Registry Services within 20 seconds.
    • Acknowledge receipt of 100% of insurance claims against the City by the end of the next business day.
  • Full compliance with legislative requirements
    For example
    • Deliver electoral events whenever required in full compliance with provisions of the standards prescribed in the Municipal Elections Act, 1996, and by Council by-laws (as measured against the number of court challenges that are upheld in the City's favour).
    • Deliver mandated notices in full compliance with the provisions of the Planning Act and other statutes (as measured against the number of administrative tribunal appeals or court challenges in which failure to give notice is raised, and where the decision is in the City's favour).
  • Open and accessible people, processes, information and services
    For example
    • Work in collaboration with all City divisions to achieve as a City-wide standard, a minimum 80% compliance rate to the 30 day response time for freedom of information requests established by the Municipal Freedom of Information and Protection of Privacy Act.
  • Professional, fair and consistent conduct and performance – measure and benchmark customer service in City Clerk's Office program areas wherever possible.
    For example
    • Survey of electors in the general population and among disability groups to measure perceptions of the voting experience during the 2014 municipal election.
  • Equitable and respectful service responsive to the range of diversity in the community, including race, ethnicity, religion, gender, age, sexual orientation, and disability
    For example

Customer feedback

If you wish to submit a complaint, visit the City Clerk's Office web page "How to make a complaint".

If you wish to make a written compliment or suggestion, please submit it directly to the relevant service area. Contact information for City Clerk's Office service areas can be found on our online directory (PDF). Or, you can use one of our general enquiry channels:

By mail:

City Clerk's Office
City Hall, 100 Queen Street West
1st floor, North
Toronto, ON  M5H 2N2

By e-mail:

City Clerk's Office general email address:

By fax:

City Clerk's Office general fax: 416-392-1867
Please note: Personal information is not secure if sent by fax transmission. The City of Toronto does not recommend sending correspondence by fax.

Notice of Collection

The personal information you choose to provide is collected under the authority of the City of Toronto Act, 2006. The information you provide will be used to improve our customer service and may be used for contact purposes. Questions about this collection can be directed to the City Clerk's Office c/o Management Consultant, City Hall, 13th Floor West, 100 Queen Street W., Toronto, ON, M5H 2N2, ph 416-392-8107.