Complaints brochure by ESh0i12Z



  A guide to filing complaints about services received from
               the Ontario Racing Commission

                                20 Dundas Street West, 9th Floor
                                    Toronto, ON M5G 2C2
                                     Phone: 416-327-0520
                                     Fax:    416-325-3478


From time to time, the Ontario Racing Commission receives complaints about the quality of
service it provides to its clients, the application of policies and procedures related to client
service, or about the conduct of ORC Commission members and/or staff.

The Ontario Racing Commission is committed to providing quality public services to its clients.
The following process has been developed to ensure that public complaints about the quality of
service provided by the Ontario Racing Commission are responded to in a transparent and fair

What types of complaints are covered under this policy?

This policy applies to all complaints from members of the public regarding the quality of service
received when accessing programs and services provided by the Ontario Racing Commission.
Complaints can relate to our policies and procedures, the application of those policies and
procedures and/or the conduct of our Commission members or staff.

What types of complaints are NOT covered under this policy?

Dissatisfaction with the outcome of a decision from the Judges, Stewards or the Commission is
not a complaint which is covered under this policy. This complaint procedure is NOT another
form of reconsideration, appeal or judicial review.

If the ORC receives a complaint for which the appropriate action is to appeal a decision of the
Judges/Stewards or the Commission or to apply for judicial review, ORC Staff will point you in
the right direction so that you can proceed further.

Important Points about this Policy

This policy only applies to complaints that are received in writing. Complaints that are not
received in writing will be dealt with on a case-by-case basis in a manner that the Commission
deems appropriate.

The Ontario Racing Commission will respond to all complaints and make every effort to resolve
them. In addition, ORC staff will make every effort to explain the reasons for the decision.

Please note that this policy does not affect the complainants right to raise their concerns with the
Ombudsman of Ontario if you are dissatisfied with the results provided by the Ontario Racing

ORC Commitments


All complaints covered under this policy will be acknowledged and/or responded to within 5
working days after the complaint has been received. If any further action is necessary, the
Commission will advise how long it will take to receive a further response.


All complaints are kept strictly confidential. However, the person who is the subject of a
complaint must be advised in order to fully and fairly review the complaint.
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

How do I make a complaint about ORC policies and procedures?

Complaints may be raised directly with any of our staff or Commission Members who will ensure
that the complaint is forwarded to the appropriate individual if s/he cannot resolve the issue.

How do I make a complaint about an ORC staff member?

A complaint about a staff member may be raised with that person directly. If the staff member
has not provided a satisfactory response, the complaint should be forwarded, in writing, to the
Manager, Corporate Affairs. The complaint may also be forwarded directly to the Manager,
Corporate Affairs.

How do I make a complaint about the Executive Director, a
Commission Member or the Chair of the Ontario Racing

A complaint about the Executive Director or a Commission Member should be made to the Chair
who will respond to the complaint within 10 working days.

The Minister, or the Minister’s delegate is the most appropriate choice for reviewing complaints
against the Chair.


If you have any questions regarding this policy, require general information on the Ontario
Racing Commission’s complaint process or are unsure of where to direct your complaint, please
contact the Manager, Corporate Affairs at the Head Office of the Ontario Racing Commission.
Contact Information
Ontario Racing Commission
9th Floor
20 Dundas Street West
Toronto ON M5G 2C2
Tel (416) 327-0520
Fax (416) 325-3478

Lynda Tanaka

Executive Director and CEO
John Blakney

Manager, Corporate Affairs
Jasmina Milanovich

Ombudsman Ontario
125 Queen’s Park
Toronto, ON M5S 2C7
General Inquiry Client Access Centre
(416) 586-3300 or 1-800-263-1830

To top