At the urging of its new ombudsman, Fiona Crean, the City of Toronto plans to do a better job of telling citizens how to complain about problems they encounter with the city’s 50,000-person strong bureaucracy.

Citizens must first seek redress from the relevant civic department before approaching the ombudsman’s office, on Elizabeth Street near city hall, but people often say the municipal public service just isn’t responsive to them, Crean said. “I can’t tell you how many people said, ‘I never heard back from the city.’”

That will change, and soon, said city spokesperson Kevin Sack.

“We’ll take the steps that are necessary to make sure that people have a well-understood point of access to approach the city with concerns they might have about a service, or a time frame in which a service was delivered. It’s completely reasonable.”