Policies and Procedures

Standards of Service in Complaint Handling

Whenever possible, Ombudsman Toronto:
  • returns phone calls within two business days
  • acknowledges e-mails and letters within five 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. 

Unacceptable Behaviour Policy

Ombudsman Toronto's Unacceptable Behaviour Policy

Complaints about Ombudsman Toronto

If you have a concern about how you were treated by our staff or a suggestion about how our services can be improved, you may write to us at teamleadombudsman@toronto.ca or with a letter to our mailing address. Please contact us to discuss how we can accommodate any need for an accessible communication format. The Team Lead, Investigations and Resolutions or the Deputy Ombudsman will review your concerns and contact you.