Tenant Human Rights Complaints

The interim Tenant Human Rights Complaints procedure sets out a process for tenants to make a complaint to TCHC when they believe they have not been treated in a way consistent with TCHC’s obligations under the Human Rights Code.

On this page

    This page contains an explanation of the interim procedure. You can also read the full interim Procedure for Tenant Human Rights Complaints or download a PDF copy. 

    The interim procedure is in place temporarily while TCHC completes its review of our tenant Human Rights policies and procedures. You can also read updates about how TCHC is working to improve the Human Rights process. Most recently, TCHC hosted a series of in-person and online consultation sessions on the Human Rights and Transfer policy.

    How to submit a Human Rights complaint

    There are several ways you can submit your complaint:

    Submit a complaint online

    If you have human rights concerns, you can submit your complaint electronically via this online form.

    Submit a Tenant Human Rights complaint

    What happens after I submit a complaint?

    Once TCHC receives an official human rights complaint, we will send an acknowledgment letter to the tenant. This letter contains the next steps in the investigation process. 

    If there is a full investigation:  

    • TCHC will review the complaint and documentation.
    • TCHC may request additional information and interview tenants and/or witnesses if required.
    • TCHC will issue a final decision letter to conclude the investigation.

    If there is no investigation: 

    The Centre involvement in complaints involving anti-Black racism 

    The Centre for Advancing the Interests of Black People (the Centre) is responsible for implementing the organization’s Confronting Anti-Black Racism Strategy (PDF). The Centre is a resource for staff and tenants to help them understand and address the impacts of anti-Black racism at TCHC.  

    If there are potential anti-Black racism elements to a tenant complaint, TCHC will consult with the Centre. We will do this to identify any issues related to anti-Black racism, unless the tenant indicates that they do not want the Centre involved. 

    Assistance with filing a complaint

    Assistance from TCHC staff

    If you have issues completing the form, staff members like Tenant Services Coordinators or Community Services Coordinators can help you submit the form. Staff will not fill out the form for you but can help you understand where to access the complaint form, what information you need to include on the form, and where to send the complaint form once it is complete. Staff may also help you access translation or interpretation services to help fill out the form.

    Assistance from a third party

    Tenants may be able to get help from a lawyer or other legal support person to file a complaint and during the complaints process. Tenants can contact the Human Rights Legal Support Centre or a local legal clinic for legal help.

    Frequently asked questions

    How can I file a human rights complaint?

    There are three ways to file a human rights complaint. You can:

    What happens after I file a human rights complaint?

    After you have filed your human rights complaint, TCHC will send you an acknowledgment letter. This letter will contain an overview of the complaint, the name(s) of the TCHC staff and others involved in investigating it, and an overview of the investigation process. This letter will also include next steps.

    When will TCHC not investigate a complaint?

    In some cases, TCHC will not investigate a complaint or will stop an investigation. Some of these circumstances include: 

    • When a complaint is reported anonymously and without enough details
    • When a complaint is submitted a year or more after the event(s)
    • If the complaint is considered trivial, frivolous, vexatious, or made in bad faith
    • If an existing complaint is already open with the Human Rights Tribunal or Landlord Tenant Board
    • When a complaint is against an employee of a TCHC contractor and the complaint is already being addressed by the contractor

    To learn more about the complaint process, read or download the Interim Tenant Human Rights Complaint Procedure Guide for Tenants (PDF).

    Is my human rights complaint confidential?

    All persons involved with a complaint, including the tenant making the complaint, the person who the complaint is about, support persons, witnesses, TCHC staff and investigators, are expected to treat the matter as confidential. 

    Confidential information includes details about the existence of the complaint or investigation itself, the contents of a complaint or an investigation interview and identifying information about any individuals involved. The outcome of the investigation or complaint, and/or the investigation report or any decision letter are also considered confidential.  

    Learn more about confidentiality in the Interim Tenant Human Rights Complaint Procedure Guide for Tenants (PDF).

    How does the new interim Tenant Human Rights Complaint Procedure handle complaints of anti-Black racism?

    If there are potential anti-Black racism elements to a tenant complaint, TCHC may consult with the Centre, unless the tenant indicates that they do not want the Centre involved. We may do this to identify and better investigate any issues related to anti-Black racism.

    Who can I contact if I still have questions about the Interim Tenant Human Rights Complaint Procedure?

    If you have any questions about our Human Rights Policy and Procedures, please contact the Client Care Centre at help@torontohousing.ca or 416-981-5500.

    What is a human rights complaint?

    A human rights complaint should be made when a tenant thinks one of the following four things has happened:

    • They have been discriminated against or harassed based on one of the protected grounds under the Ontario Human Rights Code (Human Rights Code).
    • TCHC has applied a policy or procedure to the tenant in a way that is not consistent with the Human Rights Code.
    • TCHC has failed to accommodate their needs related to one of the protected grounds under the Human Rights Code.
    • They have been mistreated by TCHC because they filed a complaint under this procedure or otherwise tried to assert their rights under the Human Rights Code.

    Why is there an interim procedure?

    In June 2023, the Ombudsman Toronto published An Investigation into Toronto Community Housing Corporation's Tenant Human Rights Complaints Process. This report made recommendations about how TCHC could improve how we manage tenant human rights complaints. The recommendations included many of the improvements TCHC had already planned as part of our larger human rights project. Track the path to improving the human rights process.

    The Ombudsman also required TCHC to put into place an interim procedure to manage tenant human rights complaints while we finish the full review of our human rights system. 

    What is the purpose of the interim procedure?

    The interim procedure sets out a process for tenants to make a complaint to TCHC when they believe they have not been treated in a way consistent with TCHC’s obligations under the Human Rights Code. 

    It is in place temporarily while TCHC completes its review of our tenant human rights policies and procedures. The interim procedure creates a centralized intake and resolution system for all human rights complaints at TCHC. 

    It applies to all TCHC tenants and protects them on the grounds of: 

    • citizenship 
    • race 
    • place of origin 
    • ethnic origin 
    • colour 
    • ancestry 
    • disability 
    • age 
    • creed 
    • sex/pregnancy 
    • family status 
    • marital status 
    • sexual orientation 
    • gender identity 
    • gender expression 
    • receipt of public assistance

    Download the Interim Procedure for Tenant Human Rights Complaints or view it on our website.

    Important links

    Tenant Guide to the Interim Tenant Human Rights Complaint Procedure