Toronto Fire Services

Public Complaints and Inquiries

The Toronto Fire Services complaint process is in place to address any dissatisfaction with a service provided by Toronto Fire Services (TFS), it's staff or, where it is believed that a service experience is not to a customer's satisfaction. Each complaint will be investigated individually. Data will be collected and used to continue to improve overall customer service.

How to Submit a Complaint

There are 3 ways to submit a complaint:

  1. Use the Online Complaints Form
  2. Send an email to: TFSComplaints@toronto.ca
  3. Phone in the complaint: 416-338-9050

 

Complaints Process: Complaints are checked Monday to Friday during regular business hours. Once a complaint is received, contact will be made within 48 business hours where a Complaint Tracking Number will be issued. Further contact may be required to provide any additional details about the complaint. A response will be provided once the complaint has been resolved.

Note: The TFS Complaint Process is not an emergency service; in the event of an emergency, please call 9-1-1.

Notice of Collection: Toronto Fire Services collects personal information on this form under authority of the City of Toronto Act, S.O. 2006, Chapter 11, Schedule A, s. 136(c) and the City of Toronto Municipal Code, Chapter 169, Article I, ss. 169-1, 169-2, and 169-4. The information you provide will be used to investigate the complaint and may be used for contact purposes. Questions about this collection can be directed to the Division Chief - Policy, Project and Public Information, Fire Services, 4330 Dufferin Street, 3rd Floor, Toronto, Ontario M3H 5R9 or by telephone at 416-338-9550. 

While investigating your complaint, in accordance with the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA),the City of Toronto will only disclose your personal information to staff who require the information to perform the investigation and will not be shared with the person who is the subject of your complaint (if applicable). Your personal information will not be shared with anyone else unless you provide written consent for such sharing or where the City is compelled by law to do so.