Service Standard Policy

Introduction

The Service Standard Policy for Environment and Land Tribunals Ontario (ELTO) provides a statement of the standards of service that ELTO intends to provide and a process for making, reviewing and responding to complaints about the services provided by ELTO’s constituent tribunals.

This Service Standard Policy is prepared in accordance with section 5 of the Adjudicative Tribunals Accountability, Governance and Appointments Act, 2009.

ELTO Service Standards

ELTO and its constituent tribunals are committed to striving for excellence and demonstrating the highest standards of public service in fulfilling ELTO’s mission. 

As part of its strategic planning approach, ELTO produces an annual Business Plan, which includes, amongst other things, performance measures, strategic initiatives and key deliverables to implement its strategic directions. The performance measures, strategic initiatives and key deliverables are regularly updated and constitute ELTO’s main service standards. Please refer to ELTO’s Business Plan for its current performance measures, strategic initiatives and key deliverables, as well as the most recent results in achieving them. 

The performance measures set out in the Business Plan are designed to assess, on an ongoing basis, the tribunals’ core business of resolving disputes in an accessible, fair, efficient and timely manner. ELTO will continue to review performance measures and establish benchmarks to ensure that services and programs are achieving the intended objectives. The strategic initiatives and key deliverables include specific projects to be undertaken in the three-year period covered by the Business Plan. As part of its strategic planning approach, ELTO will continue to review its strategic initiatives and key deliverables.

In addition to the Business Plan, ELTO produces an Annual Report which reflects the previous years’ accomplishments, caseload and performance results.

ELTO will issue a publicly available Annual Report and Business Plan every year. These two documents, collectively, will provide the public with ELTO’s most up to date service standards and information on ELTO’s achievements in meeting those standards.

ELTO will also ensure that the Ontario government service standards (e.g. calls will be returned by the next business day) are met.

Complaints

ELTO’s Public Complaints Policy sets out a process for making, reviewing and responding to complaints about ELTO’s services and/or the conduct of an adjudicator or staff person. ELTO’s Public Complaints Policy is attached as Appendix A to this Service Standard Policy.


APPENDIX A: Public Complaints Policy

Introduction

ELTO’s Public Complaints Policy (the “Policy”) sets out a process for making, reviewing and responding to complaints about ELTO’s services and/or the conduct of an adjudicator or staff person.

This Policy is prepared in accordance with section 5(2)(b) of the Adjudicative Tribunals Accountability, Governance and Appointments Act, 2009.

Scope of the Policy

From time to time, ELTO may receive complaints about the quality of service related to its services or the conduct of its adjudicators or staff persons. The purpose of this Policy is to inform the public about the process for making, reviewing and responding to complaints.

It is important to note that:

ELTO will not deal with a complaint where:

Making a Complaint

If you choose to file a complaint, you must do so in writing (by letter, fax, email or TTY (teletypewriter)) to ELTO’s Complaints Coordinator (contact information is set out below). You must be willing to disclose your name, address, telephone number and connection to the matter on which the complaint is based.

The written complaint should clearly describe the reasons for your complaint (who, what, when, where), the steps you think should be taken to resolve the complaint and the outcome you are seeking. Wherever possible, the complaint should identify the subject of the complaint by name, if the complaint relates to a person, and provide the relevant case file number(s). All information will be kept confidential and among parties involved, as appropriate.

If you require accommodation to file your written complaint, please contact ELTO’s Complaints Coordinator.

ELTO’s Complaints Coordinator will acknowledge your complaint within five business days of receipt. ELTO will respond within 15 business days or tell you when a response will be coming. You may be asked to provide further information.

How To Make Your Complaint

Complaints about Staff or Services

If your complaint is about staff, raise your concern directly with that person or her/his immediate manager. Together you may be able to resolve the problem without the need for a formal complaint. 

If you are unable to resolve your staff complaint directly, or if your complaint relates to an ELTO service, please send your written complaint to the attention of ELTO’s Complaints Coordinator. Provide the file number if known. Where the complaint is about staff, the person will be informed of the complaint and given an opportunity to respond. 

Complaints about Adjudicators

The complaints policy is not a means to review, reconsider or appeal or otherwise overturn a decision (including oral and written decisions, orders and rulings) of one of ELTO’s tribunals. ELTO will not consider a complaint if you are asking that the result of a decision be changed. You must follow the procedures in the tribunal’s legislation or rules if do you not agree with the decision.

If your complaint is about the conduct of an adjudicator that you believe could affect the outcome of your case, you should make it directly to the adjudicator during the course of the hearing or mediation process and in the presence of the other parties. You should explain how you would like the complaint resolved and whether you feel the problem is so serious that the adjudicator should not continue with your case. The other parties may be asked for their views. Depending on the circumstances, the adjudicator may respond orally or by way of written decision.

After you have made your concerns known to the adjudicator, you may still wish to pursue a complaint under this Policy.

Depending on the nature and timing of your complaint, you may be advised as follows:

Contact Information

Attention: Complaints Coordinator
Environment and Land Tribunals Ontario
655 Bay Street, Suite 1500
Toronto, ON M5G 1E5

Tel: 416-212-6349 Toll Free: 1-866-448-2248
TTY: 1-800-855-0511 via Bell TTY relay service
Fax: 416-314-3717 Toll Free Fax: 1-877-849-2066
Email: Feedback.ELTO@ontario.ca
Web: www.elto.gov.on.ca

This policy is available online at www.elto.gov.on.ca and upon request in various accessible formats.

ELTO is authorized under the Freedom of Information and Protection of Privacy Act, sections 38(2) and 41(1)(b), to collect and use the information provided in your complaint about ELTO’s programs and services. We do this to make sure we are providing the best customer service possible. Some of the information that you provide may be your personal information. We will use this information only to review, investigate and respond to your complaint. We care about protecting your privacy. If you have any questions about the complaint process, please use the contact information above.




Effective August 1, 2017
elto.gov.on.ca