Customer Service Standards

Toronto Public Health - Customer Service Standards

Toronto Public Health works in many ways to improve the overall health of the population and to overcome health inequalities. We provide services to individuals and communities, and we advocate for public policies that make our city healthier. Services are funded by City Council and the Ministry of Health and Long-Term Care. We are governed by the Board of Health, comprised of elected councillors and citizen representatives.

We strive to make our services accessible and equitable to all residents of Toronto. Toronto Public Health serves a population with constantly evolving needs - one that includes large communities of marginalized and vulnerable people and a strong tradition of community organization and activism. Our strategic plan, A Healthy City for All, sets directions to continue this important work over the next five years.

Toronto Public Health staff will:

  • respond to our clients, stakeholders, practitioners and the public in a timely manner according to the City's established service response standards. Specifically, all phone call service requests – respond within 24 hours; all email service requests – respond within 48 hours.
  • provide services in a manner that is respectful, equitable, and responsive to the range of diversity in this city, including race, ethnicity, religion, gender, age, sexual orientation, and disability.
  • respond to all client complaints. Toronto Public Health will take ownership of complaints and requests, and follow through to resolution.
  • provide both oral and written information for our highest volume services in the 10 most common languages written and spoken in Toronto, and at a language level that our clients can understand.
  • ensure all websites with public health content are updated regularly with the most recent documents and materials. The websites are reviewed on an annual basis.


Corporate Service Standards

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