A guide to filing complaints about services received from the Alcohol and Gaming Commission of Ontario
Introduction
The AGCO is committed to providing high quality services to Ontarians. The following process has been developed to ensure that complaints from the public or from those whose activities are regulated by the AGCO are responded to in a transparent and fair manner.
What types of complaints are covered under this policy?
This policy applies to all complaints from members of the public and from regulated entities regarding:
- the conduct of a business or an individual regulated by the AGCO,
- the quality of service received from the AGCO when accessing programs and services,
- the AGCO’s application of its policies and procedures,
- the conduct of AGCO staff or Board Members.
What types of complaints are NOT covered under this policy?
Dissatisfaction with the outcome of a hearing is not a complaint which is covered under this policy. This complaint procedure is NOT another form of reconsideration, appeal or judicial review.
Important Points about this Policy
The AGCO will respond to your complaint and make every effort to resolve it. In addition, AGCO staff will make every effort to explain the reasons for the decision. Please note that this policy does not affect your right to raise your concerns with the Ombudsman of Ontario if you are dissatisfied with the results provided by the AGCO.
AGCO Commitments
Timeliness
All complaints covered under this policy will be acknowledged and addressed in accordance with our established Customer Service Standards. If you submit your complaint online via iAGCO Online Services, you will be provided with a reference number, which will allow you to track the status of your complaint.
Confidentiality
All complaints are kept confidential within the provisions of the Freedom of Information and Protection of Privacy Act. However, an individual who is the subject of a complaint must be advised in order for the complaint to be fully and fairly reviewed.
Complaints Procedure
Complaints about an AGCO policy or procedure, staff member, the CEO, a Board Member or the Chair of the AGCO should be made through iAGCO Online Services. This process will allow the complainant to submit their concern and track the status of the response.
Note: If you have any questions regarding this policy or require information on the AGCO’s complaint process, please submit an inquiry through iAGCO Online Services or contact AGCO Customer Service at 416-326-8700 or 1-800-522-2876 (toll free in Ontario).
Mailing Address
Alcohol and Gaming Commission of Ontario
90 Sheppard Avenue East, Suite 200
Toronto, Ontario M2N 0A4
Tel: 416-326-8700 or 1-800-522-2876 (toll free in Ontario)
Office of the Ombudsman of Ontario
Bell Trinity Square
483 Bay Street, 10th Floor, South Tower
Toronto, Ontario M5G 2C9
Tel: 1-800-263-1830
Fax:: 416-586-3485
Email: info@ombudsman.on.ca