Complaints & Compliments About City Services

Complaint Process

We are committed to delivering professional services to those persons who are using the Provincial Offences Courts or any of the following tribunals administered by the City of Toronto: Administrative Penalty Tribunal, Toronto Licensing Tribunal and Toronto Local Appeal Body.  In an effort to continually improve our services and performance, we invite individuals to advise us when they are dissatisfied with the service provided. This will help us to improve our standards and ensure effective delivery of our services.

If you have a complaint, please contact us with the details. Please use any of the following methods to reach us:

  • By e-mail to: poacourt@toronto.ca
  • By mail to: Director, Court Services, 137 Edward Street, 2nd floor, Toronto, ON  M5G 2P8
  • You may also discuss your complaint with staff at any of our locations.

 

What will happen next?

    1. We will contact you within 2 business days following receipt of your complaint.
    2. We will investigate your complaint. This normally involves following up with appropriate staff, reviewing polices, guidelines and laws that apply.
    3. We will respond to your complaint within 14 days of sending you our acknowledgement of having received your complaint.
    4. If adjustments to the timelines are required, we will let you know and explain why.
    5. If you are making a verbal complaint, you may be asked to put your complaint in writing, especially if it involves a serious or complex matter.

 

Who will see the complaint?

Your complaint will be shared with staff members who are the subject of your complaint and their respective supervisors/managers. The sharing of your name and information about the nature of your complaint may be required to manage the complaint and resolve the issue.

 

Anonymous complaints

Complaints that are anonymous will not be considered.

 

If the complaint relates to Prosecutions or Screening Officers, please follow the complaint process for Legal Services' prosecution section found here.

 

If you have a complaint about the conduct of a Justice of the Peace, you may send the complaint in writing to:

The Justice of the Peace Review Council
(Council D'Evaluation des Juges de Paix)
P.O. Box 914/C.P. 914
Adelaide Street Postal Station
31 Adelaide St. E
Toronto, ON M5C 2K3

If you wish to challenge the decision made by a Justice of the Peace, the way for you to proceed is through legal remedies in the courts.

 

If you have a complaint about the conduct or ethical behaviour of a member of the Toronto Licensing Tribunal, Toronto Local Appeal Body or Administrative Penalty Tribunal, you may contact the Integrity Commissioner.  Members of adjudicative boards are required to follow the Codes of Conduct that establishes acceptable behaviour and practices of city officials.

Email: integrity@toronto.ca
Phone: 416-392-3826
Fax: 416-696-3615
375 University Avenue, Suite 202, Toronto ON M5G 2J5

 

Our Commitment

We deliver a number of services that support the administration of the courts and tribunals. Our staff is proud of the work they do and receiving feedback is an important part of ensuring we are continually improving our service to citizens in a fiscally responsible manner.

 

Ombudsman Toronto

If you are not satisfied with the result of your complaint, you can contact Ombudsman Toronto. For more information please visit www.ombudsmantoronto.ca.