We are always trying to improve how we deliver our services. To help guide us, we have developed service principles and standards.

Our service principles


  • We make sure that clients with disabilities have an equal opportunity to access our services.
  • We treat our clients in ways that respect their dignity and independence.


  • We review and evaluate our performance and provide our clients with this information.
  • We protect our clients’ personal information and privacy.
  • We strive to manage our resources efficiently so that we provide value for our clients.


  • We treat our clients equitably and fairly, with dignity and respect.


  • We provide clear information about our services that is reliable, accurate and up-to-date.
  • We set specific service standards for each one of our programs.
  • We review and evaluate our performance and provide our clients with this information.


  • We listen to our clients.
  • We take into account the diverse needs of our clients.
  • We are always looking for ways to improve our services to make it easier for our clients to get what they need.

Our service standards

Our service standards comply with the following legislation:

  • Ontario Human Rights Code
  • information access and privacy provisions of the:
    • Freedom of Information and Protection of Privacy Act, and
    • Personal Health Information Protection Act
  • French Language Services Act
  • accessibility requirements of the
    • Ontarians with Disabilities Act, 2001
    • Accessibility for Ontarians with Disabilities Act, 2005, and
    • Accessibility Standards for Customer Service, Ontario Regulation 429/07.

We also follow the Ontario Government’s common service standards for:

  • telephones
  • correspondence, and
  • in-person locations.

We have also developed specific service standards for the following areas of the ministry:

  • Family Responsibility Office (court-ordered child and spousal support orders)
  • Freedom of Information and Protection of Privacy Unit
  • Ontario Disability Support Program
  • Services and Supports Branch.

We welcome your comments.

You can help us improve our service standards. We welcome and appreciate your thoughts and suggestions.

Learn more

Our specific service standards:

Annual Performance Report, External Service Standards, 2012 - 2013

Ministry of Community and Social Services Organizational Chart

How to contact us