CORPORATION OF THE NATION MUNICIPALITY
POLICY
Policy Number: POL-AD-03-2025
Version Number: V1
Policy Title: Client Service and Complaint Resolution Policy
Effective Date: June 9, 2025
Approval Authority: CAO
Resolution / By-law Number: N-A
Scheduled Review Date: 2030
Policy Contact: Pierre Leroux, CAO
Initiating Department: Administration
Abstract: This policy establishes a standardized approach to client service and complaint resolution across The Nation Municipality. It ensures timely, respectful, and effective service delivery to the public and outlines procedures for addressing and resolving complaints. The policy applies to all municipal staff, services, and departments.
- Policy Statement
1.1. The Nation Municipality is committed to delivering high-quality, respectful, and timely service to all clients. This policy establishes guidelines to manage service expectations and outlines a clear and accessible complaint resolution process that fosters accountability, transparency, and continuous improvement.
- Purpose
2.1. To set out service delivery standards and provide a structured process for addressing public complaints related to municipal services, staff conduct, programs, or procedures.
- Scope
3.1. This policy applies to all municipal employees, departments, and services provided by The Nation Municipality.
- Legislative Authority
4.1. This policy is guided by the following legislation and authoritative frameworks:
4.2. Municipal Act, 2001, S.O. 2001, c. 25
4.3. Municipal Freedom of Information and Protection of Privacy Act (MFIPPA)
4.4. Occupational Health and Safety Act (OHSA)
4.5. Ontario Ombudsman Guidance for Municipal Complaint Policies
- Definitions
For the purposes of this policy:
5.1. Client: Any individual or organization interacting with or receiving services from The Nation Municipality.
5.2. Complaint: An expression of dissatisfaction about a municipal service, program, facility, decision, or staff member, where a response or resolution is explicitly or implicitly expected.
5.3. Formal Complaint: Formal Complaint: A written complaint submitted through an official form, email, letter, or other acceptable method, requiring investigation and formal response. A formal complaint may also originate from an email sent to a councilor or staff member if it includes sufficient detail to allow investigation. Such communication may be accepted as a formal complaint without requiring the resident to resubmit via the form.
5.4. Informal Complaint: A verbal or casual expression of dissatisfaction that is typically resolved at the point of service without requiring a written record or formal investigation.
5.5. Request for Service: A request to initiate municipal service action (e.g., repair a streetlight, clear snow, inspect a property).
5.6. Feedback: Comments, suggestions, or opinions offered about a municipal service or program that do not necessarily require a formal response.
5.7. Resolution: The action taken to address a complaint.
- Policy
The Nation Municipality is committed to providing fair, timely, and respectful service to all clients. Complaints will follow a clear, consistent resolution framework.
6.1. Service Standards
6.1.1. Acknowledge formal complaints: within 2 business days.
Note: The 2-business-day acknowledgment standard assumes the complaint is received by the appropriate staff member's inbox. Delays caused by automated quarantine systems or misdirected messages will be taken into account when assessing timeliness.
6.1.2. Provide a resolution or update: within 10 business days of acknowledgment.
6.1.3. Phone calls/voicemails: returned within 2 business days.
6.1.4. Emails/online inquiries: acknowledged within 2 business days.
6.1.5. Walk-in inquiries: acknowledged within 5 minutes when possible.
6.1.6. All interactions shall be courteous and confidential in compliance with MFIPPA.
6.1.7. Social media messages (e.g., Facebook, Instagram) are not considered formal complaint channels. Residents should be directed to use email or the complaint form. Councillors and staff may, at their discretion, assist in redirecting concerns submitted via social media.
6.2. Complaint Process
6.2.1. Step 1 - Informal Resolution: Client attempts to resolve concern directly with relevant staff.
6.2.2. Step 2 - Formal Complaint Submission: Formal Complaint Submission: Via official form, email to staff or councillors, mail, or in-person with full details. If received by a councillor, the email may be forwarded internally to initiate the formal complaint process, without requiring the resident to resubmit.
6.2.3. Step 3 - Acknowledgment: Within 2 business days.
6.2.4. Step 4 - Investigation: By department head or designate.
6.2.5. Step 5 - Response: Within 10 business days or a status update.
6.2.6. Step 6 - Final Review: If dissatisfied, client may escalate to CAO for final review.
6.3. Tracking and Improvement
6.3.1. All formal complaints will be logged and tracked by the CAO's Office.
6.3.2. Complaint trends will be reviewed annually by senior management to identify areas for service improvement.
6.3.3. Complaint records shall be retained in accordance with The Nation Municipality's Records Retention By-law and MFIPPA requirements. Records must be securely stored and accessible only to authorized personnel for review, audit, or legal purposes.
6.3.4. When a formal complaint relates specifically to an issue within a defined geographic area (e.g., roads, parks, services), the CAO's office will notify the appropriate ward councillor, unless the nature of the complaint is confidential or sensitive.
6.3.5. Where multiple complaints are received from different residents concerning the same issue, staff may consolidate responses and investigations to avoid duplication and ensure efficient service delivery.
- Responsibilities
This section outlines the responsibilities of staff and management in delivering client service and managing complaints.
7.1. All Municipal Staff
7.1.1. Provide prompt, respectful, and professional service always.
7.1.2. Attempt to resolve concerns informally whenever possible.
7.1.3. Forward unresolved or formal complaints to the appropriate supervisor or department head.
7.1.4. Maintain confidentiality and document interactions as required.
7.1.5. Councillors and frontline staff are encouraged to use professional judgment to resolve concerns informally when possible. However, where resolution is not immediate or the matter requires investigation or documentation, they should forward the concern using formal channels.
7.2. Supervisors and Department Heads
7.2.1. Acknowledge and respond to formal complaints within established timelines.
7.2.2. Conduct objective and timely investigations.
7.2.3. Maintain records of complaints and outcomes.
7.2.4. Monitor trends and collaborate with staff to improve service delivery.
7.3. Chief Administrative Officer (CAO)
7.3.1. Ensure this policy is implemented consistently across departments.
7.3.2. Oversee the complaint resolution framework and ensure timelines are met.
7.3.3. Review and respond to escalated complaints as the final authority.
7.3.4. Promote ongoing training and continuous service improvement within the organization.
7.4. Clients / Members of the Public
7.4.1. Engage respectfully with municipal staff.
7.4.2. Provide accurate and relevant information when submitting a complaint.
7.4.3. Use the complaint process constructively and in good faith.
- Administration
8.1. The CAO will maintain procedures for receiving, documenting, and resolving complaints.
8.2. Oversight includes ensuring staff awareness, tracking systems, and analyzing service trends.
8.3. New staff will receive onboarding and updates shared via internal memos or meetings.
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- Exemptions (if applicable)
Certain complaints may be exempt from the formal resolution process outlined in this policy. Exemptions may include but are not limited to:
9.1. Legal Matters: Under litigation or legal proceedings.
9.2. Other Legislated Processes: Subject to appeal bodies or tribunals.
9.3. Anonymous Complaints: Generally, they are not accepted unless tied to serious safety or statutory issues, but will be assessed for credibility if safety, misconduct, or legal risk is present.
9.4. Frivolous/Vexatious Complaints: May be dismissed by the CAO with justification.
9.5. Employee Grievances: Handled under internal HR procedures.
- Housekeeping Amendments
10.1. Minor non-substantive edits (e.g., formatting, contact updates) may be made at the CAO's discretion. A record of changes will be maintained.
- Errors or Omissions
11.1. CAO will assess and correct any issues.
11.2. Substantive revisions may be reissued internally.
11.3. The Municipality's core values guide all corrections.
- Policy Review
12.1. Reviewed every 5 years or earlier if legislation or service needs change.
12.2. Staff feedback is welcome and may inform the review process.
12.3. Council may request a review at any time.
12.4. If changes to service timelines are proposed that would significantly affect levels of service, they shall be brought forward to Council for information or endorsement.
- Effective Date
13.1. Effective upon CAO approval.
13.2. Shared with staff via email, meetings, and posted to SharePoint.
13.3. All staff are responsible for reviewing and following the policy.
- References (if applicable)
14.1. The following documents and resources informed the development of this policy and may provide additional context or guidance:
14.1.1. Municipal Act, 2001
14.1.2. MFIPPA
14.1.3. OHSA
14.1.4. Ontario Ombudsman Guidance
14.1.5. Russell, Brock, South Bruce, and Kawartha Lakes complaint policies
14.2. These references represent a blend of legislative authority and comparable municipal best practices that support The Nation's commitment to accountable and effective service delivery.
- Approval
This policy is approved and authorized by:
Pierre Leroux
Chief Administrative Officer (CAO)
The Nation Municipality
Original document signed by Pierre Leroux, Chief Administrative Officer