Compliments & Complaints
The Town is committed to a consistent and transparent process to respond to complaints received from members of the public regarding Town programs, facilities, services, staff, and operational procedures.
What is a Complaint?
A complaint is an expression of dissatisfaction about the action or lack of action taken, operations, facilities or the service by the Town, or by a person or body acting on behalf of the Town.
A Complaint is Distinct From:
A Request for Service is a request made to the Town for a specific service, or to notify the Town that a scheduled service was not provided on time. Examples include:
- By-law or parking infractions contact By-law Enforcement
- Building issues such as building permits, fences, property lines and signs contact Building Services
- Fire hazards/concerns contact By-law Enforcement
- Landlord/Tenant complaint (Property Standards) contact By-law Enforcement
- Missed garbage collection contact Infrastructure and Public Works
- Road concern such as potholes, culverts, ditches, drainage/flooding, snow removal/plowing, streetlights, trees on roadway contact Infrastructure and Public Works
- Water/sewer such as no water service, broken water line or watermain, low pressure, sewer backing up, water quality issues contact Water and Wastewater Services
- Park and trail conditions contact Parks & Trails Staff
- Cemetery services contact Cemetery Staff
- Harbour services contact Harbour Staff
- Financial services, such as address changes, utility billing, and tax bills contact Finance & IT Services
- Problems with the website contact the Website Committee
For a request for compensation if you believe the Town is legally responsible for a bodily injury or property damage you have experienced, visit our Risk Management page or contact Risk Management Staff.
To send an opinion, comment or expression of interest in a Town program or service, contact General Information.
To send an expression of approval for a Town service, staff member, program, product, or process, contact the Town's Chief Administrative Officer.
Submitting a Complaint
The Town has established an internal procedure to ensure that all complaints are investigated using a consistent and uniform process. To submit a complaint, contact the Clerks Office.
To submit a formal complaint to the Town, you will be asked to provide the following information:
- The name, phone number, email address and mailing address of the complainant
- Background leading to the complaint
- Date, time and locations of any incident
- Names of any Town employees previously contacted regarding the complaint
- Actions the complainant is requesting of the Town
All complaints will be dealt with in a confidential manner according to the Municipal Freedom of Information and Protection of Privacy Act.
Code of Conduct for Members of Council
The Municipal Act, 2001 authorizes municipalities to establish codes of conduct for Members of Council and Local Boards. The Code of Conduct sets minimum standards for the behaviour of Council Members in carrying out their functions.
The Code of Conduct is developed to assist Council to:
- Understand the standards of conduct that are expected of them and the law that applies in relation to these standards;
- Fulfill their duty to act honestly and exercise reasonable care and diligence; and
- Act in a way that enhances public confidence in local government.
The Town has also established a Protocol Policy for Complaints Related to Council Members and Local Boards.
Written complaints may be directed to the Town's Integrity Commissioner:
519-599-3131 ext. 425
For additional information, please contact the Clerks Office.