Policies and Procedures

Standards of Service in Complaint Handling

Ombudsman Toronto:
  • returns phone calls within one business day
  • acknowledges e-mails and letters within two business days
All complainants have the opportunity to provide information to support their complaint. We consider every complaint on its own merits. 

Complainants are kept informed about what is happening with their complaint, and why. They are informed about the outcome of our Enquiry or Investigation into their complaint.

Equitable Service Standards

Ombudsman Toronto is committed to providing equitable access to its services. That means we take into account the needs, location and circumstance of every individual who works with us.

Social Media 

Ombudsman Toronto's Social Media Policy

Record Keeping 

We record some phone calls to ensure accuracy. 

Our Accountability

If you are dissatisfied with any aspect of how we have handled an issue, we want to know. 
Please call or email us with your concern.