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Services For You: Municipality


Complaints

AGCO's Process for Responding to Complaints

As a public agency, the AGCO is committed to not only ensuring that the liquor and gaming industries we regulate are conducted with honesty, integrity and in the public interest, but also that we effectively address any concerns from members of the public or our stakeholders regarding AGCO policies, employee conduct and/or service levels. The AGCO has developed a process for dealing with complaints in order to meet these commitments and ensure transparency in our operations.

When the AGCO receives a complaint about one of its policies, the level of service provided by the AGCO, the conduct of a licensee or registrant, or the conduct of AGCO staff or a Board Member, the Commission wants to make sure that your complaint is responded to in a timely manner and that every effort is made to resolve it.

Generally, complaints can be forwarded in writing to AGCO Customer Service at:

Alcohol and Gaming Commission of Ontario
90 Sheppard Avenue East
Suite 200
Toronto, Ontario   M2N 0A4

or by email to: customer.service@agco.ca

As soon as your complaint is received, it will be forwarded to the appropriate person for review and action.

In all cases, when you make a complaint to the AGCO you can expect that your complaint will be treated:

  • Confidentially
  • Impartially, and
  • Fairly

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.

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 a licensee or registrant (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 behaviour on the part of an AGCO employee (e.g. a stakeholder has complained 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.

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 at 416-326-8700, or toll free in Ontario at 1-800-522-2876, or by email to customer.service@agco.ca

For more information on the AGCO’s complaints process, please read our brochure entitled:

Illegal Gaming

For enquiries or complaints regarding illegal gaming, please contact the OPP Criminal Investigation Bureau, Illegal Gaming Section at 905-405-5495.

Illegal Manufacture and/or Sale of Alcohol

For enquiries or complaints regarding illegal manufacture and/or sale of alcohol outside a licensed establishment pursuant to the Liquor Licence Act, please contact your local police department.