Customer satisfaction is a priority for Loyalist Township. The Township is committed to satisfying customer expectations in all areas of service. Receiving feedback on services helps improve processes and can identify areas for improvement. Offering customers opportunities to escalate concerns reinforces commitments to excellent service delivery.
What's a complaint?
It's a means of expression of dissatisfaction related to Loyalist Township programs, services, facilities, Township employee or operational procedures where it is believed that the Township has not provided a service experience to the customer's satisfaction at the point of delivery and a response or resolution is explicitly or implicitly expected.
Types of Complaints
Informal complaint
Informal complaint is the responsibility of Township employees to attempt to resolve issues or concerns before they become formal complaints, and identify opportunities to improve municipal services. For cases where informal resolution is successful, complaint logging is not required.
Formal complaint
Formal complaint is generated when an informal resolution could not be successfully achieved. Formal complaints shall be submitted to the Clerk's Division on the Customer Complaint Form. The complaint will be acknowledged within five (5) business days upon receipt.
The Customer Complaint Policy applies to all complaints received by staff from members of the public regarding all administrative actions and functions of Loyalist Township.
Examples of a complaint include, but are not limited to, perceptions of:
- A failure to do something agreed to do;
- A failure to observe policy or procedures;
- An error made by an employee, contractor, or volunteer of the Township;
- Unfair or discourteous actions/statements made by an employee, contractor, or volunteer of the Township;
- Access to services;
- Timeliness of service; and
- Quality of service
A complaint is distinct from,
- Compliment: An expression of approval or compliment for a Loyalist Township service, municipal staff member, program, product or process. Satisfactory or above satisfactory service.
- Enquiry: A general enquiry or specific request for information regarding a Loyalist Township service, program or facility.
- Feedback: An opinion, comment and expression of interest in a Loyalist Township program or service. Input that is neither positive, nor negative, but provides ideas.
- Suggestion: A suggestion or idea submitted by a customer with the aim of improving services, programs, products or processes.
Privacy
All complaints will be dealt with in a confidential manner according to the Municipal Freedom of Information and Protection of Privacy Act. Information will be collected, used and disclosed in accordance with the Act.
Please review the Customer Complaint Policy prior to completion of the Customer Complaint Form.
If you wish to speak with the Township Clerk prior, or following the completion of this form, please send an email.
Customer Complaint Form
To file a complaint, please complete the Customer Complaint form.
Ombudsman
If your concern is not resolved by the Township, you may contact the Ombudsman’s Office:
Office of the Ombudsman of Ontario, 483 Bay Street, 10th floor, South Tower, Toronto, ON M5G 2C9
Toll-free (Ontario only): 1-800-263-1830 Outside Ontario: 416-586-3300 Fax: 416-586-3485
Toll-free Fax: 1-866-863-2560
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