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.