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Customer Service

City of Waterloo

The City of Waterloo is committed to continuous organizational improvement in an environment where all complaints are dealt with fairly in a respectful, transparent fashion, as quickly as possible.

What is a complaint?

A complaint is an expression of dissatisfaction related to a City of Waterloo program, service, facility, or staff member, where a citizen believes that the city has not provided a service experience to the customer's satisfaction at the point of service delivery and a response or resolution is explicitly or implicitly expected. 

Examples of complaints:

  • A service was not delivered in the specified timeline
  • A service was not provided in accordance with the city's policies, procedures, by-laws, etc.

Who can make a complaint?

Anyone who uses or is affected by city services can make a complaint. This includes:

  • Residents
  • People who work in or visit the City of Waterloo
  • Local businesses
  • Community groups

 Make a complaint directly to the department

Submitting a complaint

Submitting a complaint can be done by visiting the above listed, and relevant departments. These complaints will be dealt with internally. Should you wish to submit a formal complaint, please visit the formal complaints / Ombudsman page.