The city's ombudsman has released a report, following a massive fire at 200 Wellesley Street back in 2010.
The blaze broke out in a high-rise building, forcing nearly 1,700 residents out of their apartments for months.
In her report, Fiona Crean said the city had a "lack of communication on all levels, that caused significant confusion when providing assistance"
Crean says the city's Emergency Planning Unit, responsible for sheltering, feeding and providing services, failed.
The report cites problems such as a misunderstanding to who was in charge, a lack of medical care at the overflow centre and the city's emergency Management Office not getting involved.
14 recommendations were made, including better definition of roles of the EPU and OEM, and that evacuees in these situations, be given timely and accurate information.