Please visit iAGCO Online Services to submit a complaint about:
- the conduct of a business or individual we regulate
- the level of service provided by the AGCO
- the conduct of an AGCO staff or Board member
- AGCO processes or policy
Complaints can be submitted anonymously but we encourage you to create an account so that we may contact you if further information is required or to provide a status update.
Inquiries and questions can also be submitted through the iAGCO portal.
Formal objections to liquor licence applications and written submissions in response to cannabis retail store authorization applications must also be submitted through iAGCO before the submission deadline.
After You Submit a Complaint or Inquiry
As soon as your feedback or complaint is received, it will be forwarded to the appropriate person for review and action.
In all cases, if you make a complaint to the AGCO you can expect that your complaint will be treated confidentially, impartially and fairly.
For issues dealing with service levels (e.g. an applicant feels it is taking too long to process his/her application) and/or complaints against the conduct of someone we regulate (e.g. a complaint that a licensee or registrant may be selling to minors), these are recorded and forwarded to the appropriate person within the responsible Branch at the AGCO for review and further action.
If your issue or allegation involves potentially inappropriate behavior on the part of an AGCO employee (e.g. a complaint that an AGCO employee was rude and/or abusive), the complaint will be immediately escalated to the Director of the Branch in which the employee works who will undertake a review of the matter. A report on the outcome of the review, including any action to be taken, will be prepared by the Director. Concerned parties will be informed of the outcome of the review.
All complaints and inquiries 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.
Illegal Manufacture and/or Sale of Alcohol - For complaints or inquiries regarding the illegal manufacture or sale of alcohol outside a licensed establishment pursuant to the Liquor Licence Act, please contact your local police department.
The AGCO remains committed to ensuring that an easily accessible, fair and transparent complaint process is in place, which allows our clients and the general public to voice their concerns on how we conduct our business. If you have any questions regarding this policy, require general information on the AGCO’s complaint process or are unsure of where to direct your complaint, please contact AGCO Customer Service.
For more information on the AGCO’s complaints process, see Resolving Complaints.
Notice of Collection
The information you submit is collected pursuant to the Liquor Licence and Control Act, 2019, S.O. 2019, c. 15, Sched. 22, Chapter L.18 and/or the Gaming Control Act 1992, S.O. 1992, c. 24 and/or the Horse Racing Licence Act, 2015, S.O. 2015, c. 38, Sched. 9 and/or the Alcohol and Gaming Regulation and Public Protection Act, 1996, S.O. 1996, c. 26, Sched. The principal purposes of the collection are: to use the information to investigate the complaint; quality assurance; and to contact the complainant (if necessary). The information may also be disclosed pursuant to the Freedom of Information and Protection of Privacy Act, R.S.O. 1990, Chapter F. 31. For questions about the collection of this information, please contact the Deputy Registrar at: Alcohol and Gaming Commission of Ontario, 90 Sheppard Avenue East, Suite 200, Toronto, Ontario M2N 0A4 / Telephone: 416-326-8700 or 1- 800-522-2876 (toll free in Ontario)