LAT - Complaints Policy

Chair's Message

Role and Functions

Office Location

Complaints About LAT Service

The Licence Appeal Tribunal is committed to providing quality public service. The following process has been developed to ensure that public complaints are responded to in a transparent and fair manner.

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. Complaints can relate to our appeal and hearing processes and/or the conduct of our members and employees.

What types of complaints are not covered under this policy?

Dissatisfaction with the outcome of a decision from the Tribunal is not a type of complaint covered under the policy. A Tribunal decision may be appealed to the Ontario Superior Court of Justice within 30 days from the date the LAT decision is released. Exceptions to this right of appeal include decisions related to a vehicle impoundment, an administrative driver’s licence suspension and the impoundment and suspension of a commercial vehicle/trailer, which are final and binding.

Important points about this policy

Complaints must be made in writing. The Tribunal will respond to all written complaints and make every effort to resolve them.

Please note that this policy does not affect the complainants’ right to raise their concerns about services provided by LAT with the Ombudsman of Ontario. As indicated above, persons dissatisfied with a decision made by LAT may appeal as provided for in the pertinent legislation.

LAT Commitments:

Timeliness

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

Confidentiality

All complaints are kept strictly confidential.

Reporting Back

The complainant will be informed as soon as the matter has been reviewed. All concerned parties will be advised of the findings of the complaint investigation at a later date.

Complaints Procedure

How do I make a complaint about LAT services?

Written complaints may be sent directly to the attention of the Chief Administrative Officer and Registrar or the Deputy Registrar of the Tribunal.

How do I make a complaint about a LAT staff member?

Complaints related to specific staff members 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 Chief Administrative Officer and Registrar or Deputy Registrar of the Tribunal.

How do I make a complaint about the Chief Administrative Officer and Registrar, the Deputy Registrar, a Tribunal member or the Chair of the Licence Appeal Tribunal?

A complaint about the Chief Administrative Officer and Registrar, the Deputy Registrar, or a Tribunal member should be made to the Chair who will respond to the complaint within 10 working days. A complaint about the Chair should be made to the Minister of Government Services.

If you have any questions regarding this policy and the complaint process, please contact the Chief Administrative Officer and Registrar or Deputy Registrar, Licence Appeal Tribunal. If you require general information please call the Tribunal at 416 314-4260 or 1 800 225-2214.