Complaints & Compliments About City Services

MCIC Complaints Protocol

Major Capital Infrastructure Coordination (MCIC) office is committed to providing a high quality and timely service to both our internal and external stakeholders. Our office has a procedure for receiving and responding to complaints regarding quality of service, wait time, actions or lack of action by an employee of the MCIC office. The MCIC office also has a protocol for complaints from the public and/or stakeholders regarding any MCIC-led Working Groups or other City Divisions who are involved in one or more of the MCIC-led initiatives.

Submitted complaints are reviewed promptly and the office staff will make every effort to respond/ acknowledge receipt of the complaint within 24 hours. We monitor complaints and use them to assess and improve quality of service.

MCIC's Complaints Protocols are outlined below.


1. Complaints against MCIC staff or MCIC-led Working Group / Committee:
Complaints related to services provided by MCIC, either directly by staff or through an MCIC-led Working Group/ Committee should be submitted to the Director, MCIC through the following methods:

By Phone: Contact (416) 397-4649

By mail:
ATTN: Jeffrey Climans, Director,
Major Capital Infrastructure Coordination Office
City Hall, 100 Queen Street West
16th Floor, West Tower
Toronto, ON M5H 2N2

By e-mail: jcliman@toronto.ca

By fax:
General Fax Line: 416-392-0816
ATTN: Jeffrey Climans, Director, MCIC

If necessary, complaints/ issues will be referred to the Deputy City Manager-Cluster B's office for resolution.

2. Complaints against the Director, MCIC:

Complaints against the Director, MCIC should be directed to the attention of the Deputy City Manager-Cluster B through the following methods:

By Phone:
Contact (416) 338-7200

By mail:
ATTN: Deputy City Manager, Cluster B
City Hall, 100 Queen Street West
24h Floor, East Tower
Toronto, ON M5H 2N2

By e-mail: jlivey@toronto.ca

By fax:
Office of the DCM, Cluster B, General Fax Line: 392-4540

3. Complaints against other City Divisions:
Complaints related to services provided by other City Divisions who are involved in one or more of MCIC-led initiatives should be directed to the Jeffrey Climans, Director, Major Capital Infrastructure Coordination Office through the following methods:

By Phone: Contact (416) 397-4649

By mail:
ATTN: Jeffrey Climans, Director,
Major Capital Infrastructure Coordination Office
City Hall, 100 Queen Street West
16th Floor, West Tower
Toronto, ON M5H 2N2

By e-mail: jcliman@toronto.ca

By fax:
General Fax Line: 416-392-0816
ATTN: Jeffrey Climans, Director, MCIC
If necessary, complaints/ issues will be referred to the Deputy City Manager-Cluster B's office for resolution.


Complaints Submission Guidelines

To ensure timely resolution to your complains, please include the following details in your verbal or written submissions:

  • Contact Information (Full name, Telephone number and email address, if available)
  • Name of MCIC staff/Working Group/Committee or other City Divisions you are complaining about
  • Nature of complaint (Strategic Policy, Staff Conduct, Service Standards, etc)
  • Any other important details that support your complaint (e.g. date and location of incidence, etc.)
  • Submit any documentation such as previous correspondence (e.g. e-mails, letters, Memorandum, telephone messages, incident notes, etc.) that support your complaint.

Please note that all the information that you provide in your complaints submission will be treated as confidential to protect your privacy.

Complaints Follow-up
Complaints submitted to the MCIC office are reviewed promptly by the Director, MCIC and are logged into the MCIC Complaints Tracking Database. A Complaint Tracking Number and a Bring Forward Date (30 Days from the date the complaint was received) will be assigned to the case.

The Director, MCIC will follow up with the complainant and/or the divisional staff to whom the complaint was referred to on the Bring-Forward Date to ensure that the complaint was resolved and that the appropriate response has been provided to the complainant.

If the complaint has been resolved within the 30-day time frame, this complaint will be considered "Closed."

Office of the Ombudsman: City of Toronto
If you are not satisfied with the outcome of your complaint, you can present your compliant and concerns to the City of Toronto’s Office of the Ombudsman. Visit their secure and independent website for more information

Alternatively, you can contact the Office of the Ombudsman:

  • By telephone: 416-392-7062
  • By e-mail: ombuds@toronto.ca
  • In person: 112 Elizabeth Street, Toronto, ON
  • TTY: 416-392-7100