Customer Service Standards

Read about the AGCO’s customer service standards and commitments.

AGCO Service Commitments

What you can expect

The Alcohol and Gaming Commission of Ontario (AGCO) strives to provide excellent customer service to the diverse people, communities, and businesses that we serve. Our service standards demonstrate our commitment to honesty, integrity, and transparency, and we are dedicated to providing the highest level of service in all aspects of our business. You can expect that when you contact the AGCO:

  • We will treat you with respect and dignity.
  • We will treat you fairly, within the laws that we administer.
  • We will provide our services in equal quality in English or French, in formats accessible to all our customers.
  • We will respond to you in a timely manner based on the nature and complexity of your inquiry or complaint.
  • We will respect your privacy.  Personal information will only be used for the purpose of supporting your requested transaction.  Any transaction that requires the disclosure of your personal information will include a specific statement of consent for disclosure.


At the AGCO we are all accountable for excellent service. This includes:

  • Contact Centre
  • Licensing and Registration Branch
  • Compliance Services
  • Legal Services
  • Any other department that you may interact with.

Accessible Customer Service Policy

If you have any questions about our Accessible Customer Service Policy or require any of our materials in an alternative format, please contact us at 416-326-8700 or 1-800-522-2876, or submit your inquiry electronically via iAGCO Online Services.

Customer Feedback

If you have comments or concerns about our services, we encourage you to let us know and provide us with details. We also welcome any positive feedback you may have. You may provide feedback in person by appointment, by telephone through our Contact Centre at 416-326-8700 or 1-800-522-2876, or electronically via iAGCO Online Services.

Filing a Complaint

In order to ensure that we are meeting our obligation to properly address public concerns, the AGCO has established a formalized Complaints Handling process. For more information on filing a complaint, please see the Complaints and Inquiries page.

Contacting Us

Visit our Contact Us page for full details.

Service Standards

The following standards let you know what you can expect when dealing with us. Our goal is to meet or exceed these standards at least 80% of the time. Sometimes service will fall below these standards if we are busier than usual or need more time to address complex matters.      

Note: Some of our staff work irregular hours, like evenings and weekends. For them, a “business day” refers to their next scheduled day of work.  

When You Contact Us


When you call our contact centre.

Calls received through our contact centre during core business hours will be answered within 5 minutes.


When you write to us by mail.

For mail that requires a response we will acknowledge it within 2 business days of receiving it.

E-mail or Online messages through iAGCO

When you write to us by email, or online through the iAGCO Service Portal

For messages that require a response, we will acknowledge it within 2 business days of receiving it.

Live Chat

When you contact us using the live chat feature on our website.

Requests to live chat will be answered within 5 minutes during core business hours.

Social Media

When you tag @Ont_AGCO or @Ont_CAJO directly in a request for service on X.

We monitor our X account regularly during core business hours.


We will answer your requests for service or direct you to an alternate service channel within 1 business day.

In-Person by Appointment

When you request an appointment for in-person service (at AGCO Head Office or Regional Offices).

We will offer to meet with you within 5 business days of your initial request for an appointment.

Answering Your Questions


When you ask us a general question.We will answer your question within 2 business days of receiving it. 

When you ask a complex question.


Note: More complex matters may take longer to resolve. We may ask you for more information or may let you know that we need more time.

We will answer complex questions within 30 business days of receiving it.

Addressing Your Complaints


Note: The AGCO takes all complaints seriously and follows up as appropriate. For privacy and due process reasons, we may not always be able to share back details of how the complaint has been addressed.

When you file a formal complaint about the AGCO.Complaints about the AGCO will be addressed within 2 weeks of receiving it.

When you file a formal complaint about the conduct of a business or individual, we regulate.


Note: More complex or sensitive matters may take longer to resolve and might need specialized subject matter expertise or an investigation to address. We may ask you for more information or may let you know that we need more time.

Complaints about the conduct of a business or individual we regulate will be addressed within 5 weeks of receiving it.

Licensing and Registration Service Commitments

The following commitments let you know what you can expect when dealing with our licensing and registration services.

When you apply for a licence or registration.

Processing Your Application
An Eligibility Officer will review your application to ensure that it is complete.
If it is determined that additional information is required to process your application, an Eligibility Officer will contact you. Important: We cannot continue processing your application in a timely manner until we receive all the required information.
If you are contacted by an Eligibility Officer, they will always provide their name and contact information so that you know who they are and how to reach them.
If the Eligibility Officer who is processing your application is away, they will provide contact information for an alternate Eligibility Officer to assist you during their absence. This information will be made available on their e-mail and telephone out-of-office messages.
Requests for more information will be provided to you in writing, via your iAGCO or e-mail, explaining what is needed and instructions on how to provide it to us.
If we do not hear back from you or receive the requested information, we will send you a reminder of our request.
If we do not hear back from you, or are unable to contact you after multiple attempts, we will notify you that we are unable to continue processing your application until we hear back from you and/or receive the requested information.
Checking the status of your application.
You can check the status of your application at any time throughout the process.
Important: Every application is unique and processing times can vary depending on the type of application and individual circumstances.

You will be notified as soon as we have finished processing your application.


If your application was approved, you will receive an e-mail with a link to obtain a copy of your certificate online, through your iAGCO account.


If your application is not approved, you will be contacted.

You can check the status of your application online, anytime*, through the iAGCO portal. If we are processing your application, it will be labelled as “in-progress” in your iAGCO account.


Note: If your application does not appear as “in-progress” please verify that you have correctly submitted the application by hitting the “submit” button. *Please note that Sundays between the hours of 4:00 a.m. – 7:00 a.m. are reserved for system maintenance and users may find the system not available during this time.

For general status updates you can reach out to our Contact Centre during core business hours and a Customer Service Representative will be happy to assist you. For more details about your application, you may be referred to the Eligibility Officer who is processing your application.
If you have specific questions about your application the Eligibility Officer who is processing your application can provide you with more information.