External Complaints Policy

Our Commitment to You

Social Planning Toronto is a non-profit organization that works to build a civic society in Toronto through independent social planning at both the local and city-wide levels through:

  • Policy analysis and research
  • Community education and advocacy
  • Community capacity building
  • Social reporting

Any person may lodge a complaint about Social Planning Toronto. All complaints will be handled fairly, confidentially, and with no adverse repercussions. Lodging a complaint will not affect the level or quality of service being received from Social Planning Toronto. The matter being complained about will be addressed.

In all cases where a complaint is received, a mutually satisfactory conclusion will be sought. All complaints will be considered by Social Planning Toronto as an opportunity for growth and continuous quality improvement.

Social Planning Toronto believes that most concerns can be resolved quickly and easily by speaking with our own staff and Management.

If this informal complaint is not resolved to the satisfaction of the complainant, the following procedure is available.


All complaints about Social Planning Toronto must be submitted in writing, using the External Complaint Form. A written complaint is intended to ensure that the concerns are clarified. However, given the possibility that a complainant may not have the ability to put his/her complaint in writing, a verbal complaint may also be received at the joint discretion of the Executive Director and Director of Operations. Any person wishing to make a complaint will be directed to the Director of Operations, who will provide this person with a copy of the organization’s policy and the Complaints Form.

Complaints will be acknowledged promptly (usually within 7 days), and investigated in a timely manner. A Record of Complaint will be kept in a confidential complaint file at the Social Planning Toronto office. A full copy of this Record of Complaint will be given to the complainant and any person involved in the complaint (including a respondent if relevant). If the complainant requires assistance, (eg. the Director of Operations or designate) will explain how Social Planning Toronto’s Complaints Procedure works and will guide the person on how to use the procedure. Complainants are welcome to use an advocate or interpreter to help them at any time during the Complaints Procedure.

Steps to Take to Make a Complaint

Persons who wish to initiate an external complaint towards Social Planning Toronto can obtain a copy of Social Planning Toronto’s External Complaint Form to put the complaint in writing.

You can obtain a copy of this form by contacting us in any of the following ways:

Downloading a copy here

Phone: 416-351-0095 ext. 223

Email: info@socialplanningtoronto.org

Fax: 416-351-0107

Mailing Address: 2 Carlton St., Suite 1001, Toronto, Ontario M5B 1J3

In Person: 2 Carlton St., Suite 1001, Toronto (Yonge and Carlton)

Once your completed External Complaint Form is received, the Director of Operations and/or the Executive Director (or designate) will undertake a fair and impartial investigation of your complaint. This could entail gathering a range of relevant information, conducting an interview with you and any other person involved in the complaint, and coming to a conclusion about what should be done to address the complaint. You will then be contacted regarding this decision. No person(s) about whom a complaint is made will ever be responsible for handling the investigation of the complaint.

Where the complaint is about the Executive Director, it should be referred to the Chair of the Board.

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