At Toronto Humane Society, we are committed to providing respectful, compassionate, and high-quality service to our community. We value feedback and recognize that concerns or complaints may arise. Sharing your experience helps us improve our programs, services, and operations.
Whenever possible, we encourage concerns to be raised informally first. Many issues can be resolved quickly and collaboratively.
You can raise an informal concern by:
Speaking with a staff member, supervisor, or manager
Contacting us by phone or email
Raising the issue during an in-person visit
Our team will listen, seek to understand your concern, and attempt to resolve it promptly. If the issue cannot be resolved at this stage, you will be informed of the option to submit a formal complaint.
A formal complaint may be appropriate if:
The issue is serious, ongoing, or recurring
The concern could not be resolved informally
You would like the issue reviewed through a documented process
Formal complaints help ensure concerns receive appropriate review and follow our established procedures.
Formal complaints must be submitted in writing using our Complaint Form.
Please note:
Anonymous complaints cannot be accepted
Contact information is required so we can investigate and follow up
Once your formal complaint is received, you can expect the following:
Acknowledgement: We will confirm receipt of your complaint in writing within three business days
Review: A manager or committee will be assigned to review the complaint
Investigation: This may include interviews and review of relevant information
Outcome: You will receive a written response within 30 days, or an updated timeline if more time is required
Appeal: If you are not satisfied with the outcome, you may request a review by a senior manager or committee
All formal complaints are recorded and reviewed annually to help improve our services and accountability.
If you require accommodation to submit a complaint, we will work with you in accordance with our Accessibility Policy and the Accessibility for Ontarians with Disabilities Act (AODA).
Accessibility-related feedback or complaints should be submitted through another form.
We are committed to addressing concerns in a way that is fair, respectful, and accountable to everyone involved.
Thank you for taking the time to share your feedback. Your voice helps us strengthen trust, improve our work, and better serve animals and the community.
