Formal complaints

The Provincial Ombudsman is an option to bring forward unresolved complaints when a city service hasn't been provided according to our policies, procedures or bylaws. The Ombudsman is an impartial investigator who makes recommendations to improve public services. Prior to contacting the Provincial Ombudsman please submit a formal complaint to provide staff with an opportunity to respond to your concerns. 

Process for submitting a complaint

  1. Before escalating a complaint, contact staff or the department head in the area of concern. If you can't come to resolution, proceed with the process below.
  2. After contacting staff if you feel the matter needs further review, refer to the Formal Complaints procedure (PDF) and then fill out the feedback form. We will review for further investigation. This should be completed prior to contacting the office of the ombudsman (see below).

  3. If you have already escalated a complaint through staff or using the online survey, and feel your complaint is unresolved, contact the Ontario Ombudsman
  4. The ombudsman will independently receive, review and investigate complaints, and provide a report of its activities and investigations.

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.