City of Toronto

How to make a complaint

All complaints received by the Office of the Integrity Commissioner are handled using the Complaint Protocols.

The complaint procedures are divided into two methods: informal and formal. These are summarized below.

Informal Complaints

Complainants may choose to use the informal procedure found in the Complaint Protocol for complaints against Members of Council.

This procedure involves:

  • advising the Member of Council or Board member that the behaviour or activity contravenes the Code of Conduct
  • encouraging the Member of Council or Board member to stop the behaviour or activity
  • keeping a written record of the incident
  • confirming satisfaction of dissatisfaction with the Member's response

The Integrity Commissioner can assist with the informal process if both the parties consent.

Formal Complaints

Formal complaints may be initiated by City Council or by a Local Board (restricted definition) or by an Adjudicative Board.

Individuals who wish to make formal complaints must do so by submitting a complaint and a sworn affidavit to the City Clerk's office. The affidavit may be sworn at the Registry Office located on the main floor of City Hall at 100 Queen Street West.

Complaints need to set out the basis for the complaint and some personal information. The information collected is required to be kept confidential during the course of an investigation under section 161 of the City of Toronto Act, 2006. This is subject to whatever information the Integrity Commissioner needs to include in a report to Council on an investigation, under section 162(2) of the City of Toronto Act, 2006.

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