Social Development

SDFA Complaint Policy and Procedures

If you have a complaint about us we want to know. Our Complaints Policy ensures the following:

  • All complaints will be acknowledged within a 48 hour period and a Manager will contact the complainant within 2 business days of receiving the complaint.
  • Complaints will be treated confidentially and in accordance with the Municipal Freedom of Information Protection of Privacy Act (MFIPPA) legislation.
  • All complaints will be treated equally, fairly and transparently and will follow the division's stated procedures for resolution.
  • These procedures will be followed by all Sections within the SDFA Division: Financial Management, Community Resources, Social Policy Analysis and Research and the Executive Director's office
  • Complaints may be received directly from the public: 311, from the Integrity Commissioner, the Ombudsman's Office, from Councillor's Offices and redirected from other City Divisions.
  • Resolution of complaints will consider whether the party forwarding the complaint will require feedback on the complaint resolution.


Step One: Make a complaint

Complaints may be made verbally by telephone, personally, or written in an email or letter. Please provide the following information:

  1. Complainant name;

  2. Complainant contact information either through mail, email or by phone;

  3. The name of the program or individual about which a complaint is being made;

  4. Details of complaint;

  5. Any actions complainant wishes Social Development Finance and Administration to take.

All complaints will be investigated by the immediate manager of the program area.

Step Two: Submit your complaint

By phone:

Call 416 392 8729 attention: Natalie Latyshko

By mail:

Social Development, Finance and Administration Division
City Hall, 100 Queen Street West, 14th Floor, East Tower
Toronto, Ontario
M5H 2N2
ATTN: SDFA COMPLAINT / Natalie Latyshko

By email:
Subject heading: SDFA Complaint

By fax:

416 392 8403
ATTN: Social Development, Finance and Administration Division
Please Note: Personal information is not secure if sent by fax. The City of Toronto does not recommend that you send correspondence by fax.

In person:

416 392 8729 attention: Natalie Latyshko
Please call ahead to ensure that someone can assist you immediately upon your arrival.
Hours of operation: 8:30 am – 4:30 pm


100 Queen Street West, 14th Floor, East Tower
Toronto, Ontario
M5H 2N2

Step Three: Receive a receipt of complaint and timelines

The complaint will be acknowledged within a 48 hour period using the same medium as the complaint. A Manager will contact you within 2 business days to discuss your complaint.

Written complaints will be date stamped upon their receipt.

It is the intent of SDFA to resolve complaints as quickly as possible. The complexity of the complaint will impact on the time to resolve it.

Step Four: We collect and understand complaint information

There will be a written record made of all complaints through the SDFA Complaint Policy and Procedures.

This information will include:

  • Name of complainant;

  • Date and details of the complaint;

  • Communications with complainant, city staff and other parties.

This initial information will be taken and recorded by the division’s Complaint Contact as stated above. As the resolution of the complaint happens additional information will be added to the record:

  • Actions and decisions made to resolve complaint; and

  • Any impacts of complaint resolutions on City service delivery.

Complaints regarding Community Grants may also see

Step Five: We work together to resolve your complaint

The complaint will be reviewed by the manager of the area under complaint for resolution. You may be contacted to provide further details about your complaint.

A written record will be made of any further investigative information or actions taken to fully understand the complaint.

If further investigation is required, the complaint will be referred to:

  1. The Director of the Section under complaint and then if required, to the

  2. Executive Director Social Development, Finance and Administration for final resolution.

Step Six: You will receive a notice of resolution

Once the complaint has been reviewed and resolution has been reached, the complainant will be notified of the results.

If the complaint was made verbally, then the resolution will be communicated verbally.

If the complaint was made in writing the resolution will be communicated in writing.

If a complaint has not been resolved to your satisfaction, you may contact the City of Toronto Office of the Ombudsman:

Municipal Freedom of Information and Protection of Privacy Act (MFIPPA)

Notice of Collection

The personal information you choose to provide on this form is collected under the authority of the City of Toronto Act, 2006. 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 Social Development, Finance and Administration Division c/o Operations Review Analyst, City Hall, 14th Floor East, 100 Queen Street W., Toronto, ON, M5H 2N2, ph 416-392-8729.

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