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 within 1 business day. If any further action is necessary, the AGCO will advise how long it will take to receive a further response. 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.

Reporting Back

If the issue cannot be resolved right away, the complainant will be informed as soon as the matter has been reviewed. In addition, all concerned parties will be advised of the results of the review.

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).

Contact Information

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)

 

NEW!  Submit your inquiries and complaints online.

 

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

Line of Business: