Interim Complaint Resolution Policy

Supply Ontario considers complaints in a fair, sensitive and timely manner that respects the privacy of all parties involved. If you have concerns about our services or policies, you have the right to make a formal complaint with us. We assess each complaint and take the appropriate steps to determine its validity.

Types of complaints

Any person can make a complaint, including a member of the public or someone who may work directly with us. A person may submit a complaint about:

• Supply Ontario policies

• Employee conduct

• Level of service

• French language service

• Breach of privacy and confidentiality

• Disclosure of Wrongdoing (DoW)*

Supply Ontario’s complaint resolution process is not the appropriate mechanism for any complaint relating to a government procurement. Vendors should refer to the procurement documentation for the applicable dispute resolution process.

How to make a complaint

To submit a complaint, please provide the following information:

• Your full name

• Details of the complaint, including examples and dates

• Supporting documents that may help clarify your complaint, if applicable

You may submit your complaint to info@supplyontario.ca and a representative will respond within two business days. Your personal information is protected by the Freedom of Information and Protection of Privacy Act and will not be shared without your permission.

Submission guidelines

Please consider the following while submitting and during the review of your complaint:

• Provide a clear idea of the problem in writing and the solution expected

• Disclose all relevant information at the beginning of the process, including time sensitive requirements

• Include relevant documentation

• Provide new facts in writing as they arise

• Be respectful

When reviewing your complaint, we will ensure that we are respectful, efficient and fair, and that we keep you informed of our progress.

Complaint process

Once we receive your complaint, we will:

• Record and acknowledge your complaint within two business days

• Escalate your complaint to the appropriate department lead

• Request additional information if required

• Share a detailed response within 15 days of receiving the complaint

• Give you reasons for our decision

If we are unable to resolve your complaint within 15 days, we will let you know why along with next steps and estimated timelines. We are also responsible for providing information to the Ontario Ombudsman, if requested, as required by legislation.* If a complaint is received and deemed to be a DoW complaint under the Public Service of Ontario Act, Supply Ontario will refer the complaint to the Office of the CEO to manage in accordance with its Disclosure of Wrongdoing Policy.