Complaints & Compliments About City Services

Complaint System for Transportation Services

Transportation Services strives to perform its duties at the highest levels at all times. If however, you have a complaint about an aspect of our division, there is a process for complaints that you can follow to have your concern addressed.

Step 1

Please contact Customer Service Call Centre at 311. They will issue a service request (SR) for Transportation Services staff to investigate.

Step 2

If you are not satisfied with the results of this service request, please contact 311 and ask that your complaint be forwarded to the District Manager. Be sure to include your Service Request reference number.

Step 3

If you remain not satisfied, contact 311 and ask that your Service Request be escalated to the District Director.

Step 4

And finally, if you are not satisfied with the outcome of your complaint and wish to pursue it further, please write the General Manager of Transportation Services who will review the complaint. You must include the 311 reference number of the initial complaint in all your correspondence. All complaints will be investigated and resolved within 30 calender days together with an email or letter response.

General Mail:


General Manager, Transportation Services
Toronto City Hall
100 Queen Street West, 24th Floor East Tower
Toronto,  Ontario  M5H 2N2

If the matter is still not resolved, please contact the City of Toronto Ombudsman’s Office. The Ombudsman can be reached by calling 416-392-7062, via e-mail at or at their website at

Back to the top