About the Ministry

Service Excellence

Service Principles

The Ministry of Health and Long-Term Care is committed to providing excellent customer service, and is guided by the principles of accessibility, responsiveness, reliability, caring, and accountability.

Service Standards

Accessibility Service Standards

The ministry supports participation for persons with disabilities, considering their needs and expectations of equity, dignity, integration and independence. Committed to a barrier-free and accessible workplace, the ministry strives to ensure that every customer and colleague is treated fairly, equitably and with dignity. The ministry is working to ensure its services are accessible.

The ministry adheres to the accessibility requirements of the Ontarians with Disabilities Act, 2001 and the Accessibility for Ontarians with Disabilities Act, 2005 (including Ontario Regulation 429/07 on Accessibility Standards for Customer Service and Ontario Regulation 191/11 on Integrated Accessibility Standards). Please take a moment to review the Ontario Public Service Accessible Customer Service Policy.

Common Service Standards

All ministries have a common set of service standards for telephone, correspondence, and in-person locations.

French Language Service Standards

The French Language Services Act guarantees an individual's right to receive services in French from Government of Ontario ministries and agencies in 25 designated areas. The ministry is committed to serving the French speaking population of Ontario, and will ensure its services are provided in an equivalent manner. French Language Services at the ministry are led by the French Language Services Office within the Health System Accountability, Performance & French Language Services Division.

Privacy Standards

The ministry protects personal information and privacy and ensures that staff follow the Freedom of Information and Protection of Privacy Act (FIPPA), as well as the Personal Health Information Protection Act (PHIPA), whenever dealing with confidential personal information.

Ontario Human Rights Code

The ministry adheres to the Ontario Human Rights Code, the provincial law that gives everyone equal rights and opportunities without discrimination in specific areas such as jobs, housing and services. The Codes goal is to prevent discrimination and harassment because of race, sex, disability, and age.


We welcome your feedback to help us improve our service to you. If you have comments, questions or concerns about the quality of our service, we encourage you to contact us.

For More Information

Call ServiceOntario, Infoline at:
1–866–532–3161 (Toll–free)
In Toronto, (416) 314–5518
TTY 1–800–387–5559.
In Toronto, TTY (416)327–4282
Hours of operation: Monday to Friday, 8:30am – 5:00pm

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