Submitting a Complaint

The Town of Parry Sound is committed to provide customer service in a fair, respectful and transparent manner. If you feel we failed to provide service or made a mistake, feedback regarding the incident is welcomed.

The Customer Service Feedback Policy details how your complaint will be addressed through the stages of resolutions - local resolution, service investigation and corporate review.

It is recommended you review the below information in it's entirety prior to submitting a complaint.  If the information is incomplete, it could affect the outcome or delay in a response.

Submitting a Complaint

The following information is required when submitting a complaint:

• Details of what happened - date, who, when, where.
• Who was involved?
• What was said or done?
• What kind of resolution is being sought?
• Complainant contact information.

All complaints are subject to appropriate rules of common courtesy. A complaint using offensive words and/or name calling will not receive a response.

What is a complaint?

" Any expression of dissatisfaction, whether justified or not, about our services, employees or policies."

A complaint could include one or more of the following problems:

• We delay in providing a core service outside of Town policy
• We fail or refuse to provide a core service
• We provide a poor quality core service or make a mistake
• We provide an inappropriate service
• We remove or withdraw a core service
• We charge an inappropriate cost for a core service
• An employee's behaviour causes upset
• A policy unreasonably disadvantages a customer
• We unfairly discriminate against a customer
• A customer is unable to access a core service

Ready to submit a complaint?

Customer Service Compliments and Complaints Form

Mayor, Council, and Boards and Committee members are subject to the Council Code of Conduct. A complaint pertaining to a breach of this code is dealt with by contacting the Integrity Commissioner, who is an armslength "investigator".

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.