Complaints, Claims & Compliments

Complaints Process

Our mission is to build safe and sustainable infrastructure that enhances the quality of life for the people of Toronto. Our vision is to be an industry leader in delivering municipal infrastructure engineering services with integrity and pride. We strive to provide a high level of service at all times. If however, you have a concern or issue regarding the service you received or about an aspect of Engineering & Construction Services, you can do the following:

For a City of Toronto-led construction-related inquiry or complaint

If you have an inquiry, complaint, or concern with a specific construction project that is being delivered by the City of Toronto you can either:

  • Phone or email the contact person for the project as shown in the Construction Notice or bulletin that was delivered to local residents and businesses. This notice can also be found on the ward map at toronto.ca/constructioninfo
  • Call 311 and inquire who to contact for the project
  • Contact the construction inspection staff located at the project site

The inspector or the contact person will contact you within two business days and follow up on your question or complaint. They will work directly with the contractor in the field to answer your question or to resolve your complaint quickly.

If you are not sure if a project is being delivered by the City of Toronto; for example, the utility companies (for example, Bell, Rogers, Enbridge, Hydro) are also engaged in construction activity and TOInview is a map-based tool to search an area of the city to determine the correct construction contract for a construction project.

For a review or drawing-related inquiry or complaint

If you have an inquiry, complaint or concern with a specific application or drawing request, you can either phone or email the person who provided the service to you, to express your thoughts.

The staff contact person will reply to you within two business days and follow up on your question or complaint. They will work directly with the appropriate staff to answer your question or to resolve your complaint quickly if it is not within their area of expertise.

Municipal numbering-related inquiry or complaint

If you have an inquiry, complaint or concern with a specific municipal numbering you can contact:

John House
Phone: 416-392-8338

Phone calls will be returned within one business day and email responses will be sent within 48 hours.

Street naming-related inquiry or complaint

If you have an inquiry, complaint or concern with a specific street naming request, you can contact:

Kerry Ferguson
Phone: 416-392-7757
Email: Kerry.Ferguson@toronto.ca

Phone calls will be returned within one business day and email responses will be sent within 48 hours.  

Further steps for answering your question or resolving your complaint

If your question or complaint requires additional time and effort to resolve; or if you are not satisfied with the solution provided by our front-line staff, you can ask the staff to escalate the complaint to their Manager (or designate) for resolution.

If the complaint is still not resolved, the Manager will involve the Director to resolve the complaint.

If you are not satisfied with the outcome of your complaint following a response from the Director, and wish to pursue it further, please write or email the Chief Engineer and Executive Director of Engineering & Construction Services who will review the complaint. If you contact the Chief Engineer's office prior to working with the Manager or Director, your complaint will be sent to them for resolution first.

All complaints will be acknowledged within 48 hours of receipt.

General mail

Chief Engineer and Executive Director, Engineering & Construction Services

Toronto City Hall
100 Queen St. W.
24th Floor East Tower
Toronto, ON  M5H 2N2
Fax: 416-392-4494
Email:ecs@toronto.ca

The Ombudsman

If the matter is still not resolved, you may contact the City of Toronto Ombudsman's Office at:
Phone: 416-392-7062
Email: ombuds@toronto.ca
Website: Ombudsman Toronto

Public complaints will be dealt with in a confidential manner according to the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA). Information will be collected, used and disclosed in accordance with the Act.