Policies and Procedures

Our Standards 

Standards of Service in Complaint Handling

Ombudsman Toronto:
  • returns phone calls within 24 hours, Monday to Friday
  • acknowledges e-mails within 48 hours
  • acknowledges regular mail within 72 hours
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.