Ministry of Transportation / Ministère des Transports

AccessMTO

Accessible Customer Service Feedback Process

The Ministry of Transportation is committed to service excellence and to supporting the government’s agenda of an accessible Ontario. We invite your feedback on the accessibility of our customer service. Various channels are available including: telephone, TTY, e-mail or in-person.

We receive numerous e-mails and letters every week. Every letter and message is read and reviewed carefully. If your message requires a response, we will get back to you as soon as possible.

Your inquiry will be answered in the official language it was received and in a format that will meet your accommodation requirement, if any.

To give you the best answer possible, your message may be shared with an appropriate government official for more information.

If feedback is provided verbally, staff will use problem-solving, tact and diplomacy to address the matter immediately, wherever possible. However, some complaints may require more effort to address, and must be reviewed for action, possibly at a higher level.

Customers can expect acknowledgement of verbal/telephone feedback, or feedback left on a hard copy feedback form, within two business days.

Feedback arriving through regular mail or e-mail will be processed within fifteen business days of the receipt.

The ministry acknowledges that not all feedback can be responded to within 15 days of receipt. If this is the case, an acknowledgement will be sent advising you about further research or consultation and will provide you with an approximate reply date.

If feedback is received where responsibility for the service is managed by another ministry, it will be redirected to a designated contact person at the appropriate office and you will be informed of this action.

Privacy will be respected and all feedback will be reviewed for possible action that can be taken to improve ministry services.

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