Make a formal complaint

If you believe a city service was not provided according to our policies, procedures or bylaws, you can make a formal complaint.

We will review your concern and respond. 

On this page:

  1. Contact us first
  2. Make a formal complaint
  3. Contact the Ontario Ombudsman
  4. Complaints about council conduct
  5. Contact us

Contact us first

Start by contacting us to explain your concern. Staff will connect you with the right department or person to review your issue. Many complaints can be resolved quickly at this stage.

Make a formal complaint

If your concern is not resolved and you want further review, you can submit a formal complaint. You can do this online, by phone or in person. 

Submit your complaint

Use the formal complaint form to describe what happened and what outcome you would prefer.

If you need help submitting your complaint, contact Legislative Services:

Review the Formal Complaints Procedure (PDF) to understand how complaints are handled.

What happens next

The department responsible for the service reviews your complaint and responds to you directly. If needed, a commissioner or Chief Administrative Officer reviews it again. 

You’ll get a response or update once the review is complete.

Privacy

We handle complaints under the Municipal Freedom of Information and Protection of Privacy Act.
We collect and use personal information only to review and respond to complaints.

Contact the Ontario Ombudsman

If your complaint remains unresolved, you can contact the Ontario Ombudsman.

The Ombudsman is independent from the city and reviews complaints about municipal services. They may recommend ways to improve how public services are delivered.

Visit the Ontario Ombudsman website to learn more or submit a complaint.

Complaints about council conduct

If your complaint involves the behaviour of the Mayor or a councillor, visit the city council page.

Contact us