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Standards for Customer Service

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Service Principles

Disaster Management & Relief
Investigation and Enforcement
Land-Use Planning
Building Code Commission
Municipal Finance
Affordable and Social Housing
Freedom of information

Excellent Service

In addition to the Accessible Customer Service Policy and the Customer Service Regulation under Accessibility for Ontarians with Disabilities Act, the following service principles are expected to be followed by all members of the Ministry.

  • Professional
    We will provide service in a professional and courteous manner.
  • Available
    We will ensure that our services are available, up-to-date and easily obtainable.
  • Trustworthy
    We will provide reliable services and be responsive to feedback and suggestions.
  • Timely
    We will provide service in a timely manner.
  • Accessible
    We will provide our services and communicate to our customers in a manner that takes into account a person’s abilities.

Ministry of Municipal Affairs and Housing welcomes and appreciates feedback from its customers / clients about how it provides its services and shares its expertise.


Disaster Management & Relief Services

Program Description

The Ontario Disaster Relief Assistance Program (ODRAP) is an assistance program designed to help municipalities, individuals, farmers, small business, and non-profit organizations get back on their feet after a natural disaster. It is intended to cover the costs of returning essential items to pre-disaster condition for people who have suffered damage in designated disaster areas. ODRAP is not intended to be an alternative or a substitute for adequate insurance coverage.  

Service Standard

Financial assistance is provided to municipalities affected by disaster within ten business days of a disaster being declared by the province and a fully executed agreement with the impacted municipality. 

2014-2015 Performance Results

Standard: Financial assistance provided within 10 business days.
Target (%): 100
Actual (%): 89 

Measurement Approach

This standard is internally tracked.

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Investigation and Enforcement Services

Program Description

The Investigation and Enforcement Unit responds to complaints from landlords or tenants about alleged offences under the new Residential Tenancies Act, 2006 (the Act), which took effect January 31, 2007. The Act regulates the rights and responsibilities of landlords and tenants in residential properties in Ontario.

The Unit has a provincial Call Centre staffed by Compliance/Customer Service Officers (CCSOs). Our Call Centre is open from Monday to Friday, 8:30 am – 5:00 pm. Our CCSOs answer questions and take complaints, create files and intervene with the alleged offending party to seek compliance with the Act. The IEU also has a team of investigators that conduct further investigation if compliance is not achieved.

Service Standard

On average, a client will be able to speak directly with a compliance officer within 2 minutes or less of calling the Investigation and Enforcement Unit call centre.

We will close or refer investigation files within 30 days of receiving a complaint.

2014-2015 Performance Results

Standard: Call answered within 2 minutes.
Target (%): 100
Actual (%): 100

Standard: Closing or referring investigation files within 30 business days.
Target (%): 75
Actual (%): 93

Measurement Approach

This standard is internally tracked through an automated system.

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Land-Use Planning

Program Description

Traditionally, the approval authority for land use planning has been the Minister of Municipal Affairs and Housing and, in some cases, a municipality. To support increased local autonomy in land use planning, the province has transferred approval authority to municipal councils, municipal planning authorities and planning boards, where possible. Where the province remains the approval authority, a one-window planning service for provincial input, review, approval and appeal of planning applications is in place. The provincial One Window Planning Service is the process whereby the Ministry of Municipal Affairs and Housing provides municipalities, municipal planning authorities, planning boards, developers and the public with one-stop access for provincial planning services.

This one window approach provides a single provincial position which integrates the perspective of several ministries: Environment; Natural Resources; Transportation; Culture; Agriculture, Food and Rural Affairs; Northern Development, Mines and Forestry; and Public Infrastructure Renewal.

Service Standard

MMAH will make decisions on consents within 90 days of receipt of complete information.

MMAH will make decisions on sub-divisions, condominiums, official plans and official plan amendments within 180 days of receipt of complete information. 

2014-2015 Performance Results

Standard: Consent decisions made within 90 days.
Target (%): 100
Actual (%): 77

Standard: Amendment decisions made within 180 days.
Target (%): 100
Actual (%): 56

Measurement Approach

This standard is internally tracked.

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Building Code Commission

Program Description

The Building Code Commission (BCC) is an adjudicative tribunal, authorized under the Building Code Act, 1992. Its mandate is to resolve disputes concerning the sufficiency of compliance with the technical requirements of the Building Code, time period disputes for site inspections and time period disputes for processing permit applications. Parties to the BCC are typically builders, developers, architects, engineers, etc. as applicants and municipal plan reviewers, building inspectors, registered code agencies (RCAs) and health officials as respondents.

Service Standard

For Applications for Hearing regarding the issuance of municipal building permits and/or inspection service levels, the Building Code Commission shall:

  • Acknowledge receipt of complete submission and provide date for appeal hearing within 2 business days.
  • Hear appeals within 5 business days of receiving the completed application.
  • Communicate decisions within 15 business days of receiving the completed application.

2014-2015 Performance Results

Standard: Acknowledge receipt within 2 business days.
Target (%): 100
Actual (%): 100

Standard: Hear appeals within 5 business days.
Target (%): 100
Actual (%): 100

Standard: Communication decisions within 15 business days.
Target (%): 100
Actual (%): 100 

Measurement Approach

This standard is internally tracked.

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Municipal Finance

Program Description

Both the Municipal Act and the Municipal Affairs Act require all 444 municipalities to submit annual financial data to the Ministry by May 31st of each year. This annual submission is done using the Financial Information Return (FIR). The FIR is the main document used by the Ministry to collect detailed standardized financial and statistical information from municipalities. By collecting data in a standardized format, it allows for comparisons of municipal financial information and performance over time. The information is used by various ministries and groups including but not limited to municipalities, municipal associations, ratepayers groups and the business community.

Service Standard

Financial Information Return (FIR) information will be posted to the MMAH Internet site within 10 business days of the Ministry receiving the completed Financial Information Return form.

2014-2015 Performance Results

Standard: FIR information posted to MMAH internet site within 10 days of receiving/completion of FIR form.
Target (%): 100
Actual (%): 88

Measurement Approach

This standard is internally tracked.

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Affordable Housing Program and Social Housing Renovation and Retrofit Program

Program Description

  • Canada-Ontario Affordable Housing Program
    This program includes housing allowances and rental units for low-income households, supportive housing for persons with mental illness and victims of domestic violence, homeownership housing for families with low to moderate incomes, and the provision or renovation of affordable housing for low-income households in Northern Ontario.
  • Social Housing Renovation and Retrofit Program
    The Social Housing Renovation and Retrofit Program (SHRRP) is a capital grant program that funds the repairs and regeneration of eligible social housing projects. The SHRRP will:
    • Improve the health and safety of residents living in social housing units
    • Provide enhanced accessibility for seniors and persons with disabilities
    • Contribute to the reduction of social housing project operating costs
    • Assist in the reduction of waiting lists for social housing, including restoration of vacant or abandoned units.

Service Standard

Payment under the Affordable Housing Program will be made within 15 business days of receiving written confirmation from the Service Manager that the proponent has satisfied the criteria for payment.

Payment under the Social Housing Renovation and Retrofit Program will be made within 15 business days of receiving written confirmation from the Service Manager that the proponent has satisfied the criteria for payment.

2014-2015 Performance Results

Standard: Canada-Ontario Affordable Housing Program payments made within 15 business days.
Target (%): 100
Actual (%): 95.5

Standard: Social Housing Renovation and Retrofit Program payments made within 15 business days.
Target (%): 100
Actual (%): 99

Measurement Approach

This standard is internally tracked.

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Freedom of Information

Program Description

Under the Freedom of Information and Protection of Privacy Act (FIPPA), the ministry is responsible for providing a right of access to government information and privacy protection for any personal information held by the Ministry. Section 26 of FIPPA establishes that Freedom of Information requests are to be responded by the Ministry within 30 calendar days.

Service Standard

Our clients can expect that we will respond to their Freedom of Information requests within 30 calendar days.

2014-2015 Performance Results

Standard: Compliance rate for Freedom of Information requests.
Target (%): 100
Actual (%): 90.2 

Measurement Approach

This standard is internally tracked.

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