Complaints

We aim to provide you exceptional customer service in the Municipality of Greenstone. From our service, facility, program, and staff experiences, we want to know if you are not satisfied. 

The Municipality is committed to improving customer satisfaction by:

• providing respectful and professional services;
• encouraging complaint resolution;
• responding to formal complaints in a timely manner; and
• using complaints as an opportunity for continuous review and improvement to program and service delivery.

What is a complaint?

The Complaints Policy identifies a complaint as an expression of dissatisfaction from the public related to:

• the delivery of Municipal programs;
• the delivery of Municipal services;
• Municipal facilities;
• Municipal staff.

What is not a complaint?

The policy does not apply to:

• requests for service;
• general inquiries;
• compliments or suggestions;
• civil matters;
• employee or workplace matters;
• matters that have another legal appeal or review process;
• external boards, agencies or organizations;
• complaints about Members of Council;
• requests to change or overturn decisions made by Council; 
• complaints about Council decisions, including by not limited to:
  • budgets;
  • service levels;
  • policies;
  • fees and charges;
  • tax rates and ratios.

Municipal staff cannot change or pivot from decisions made by Council. Members of the public who wish to express concerns related to decisions made by Council should contact a Council Member directly to express their concerns regarding these decisions. 

Who can I contact for help?

The Deputy Clerk is responsible for coordinating and assisting the public with the complaints process. Send an e-mail to the Deputy Clerk or call (807) 854-1100 extension 2011.

Early Resolution of Concerns 

Concerns related to the delivery of municipal programs, services, facilities or staff should first attempt to resolved directly with the staff member involved. If appropriate, the concern can be escalated through the applicable supervisory levels. Complainants are welcome and encouraged to reach out to the Deputy Clerk who can assist Complainants through the process ensuring timely early resolution. 

Where a concern remains unresolved following the early resolution process after speaking with the Director of the applicable Department, a formal written complaint may be submitted. 

Formal Complaint

Formal complaints need to be submitted in writing to the Deputy Clerk on the Complaints Form. The Form may be submitted confidentially by mail, in person, or online. The complaint will be acknowledged, and a response will be provided in accordance with the timelines established by the Policy. There is no internal appeal process and complainants who are still dissatisfied after the official response, will be directed to the Ontario Ombudsman.

How to submit a complaint

Prior to submitting a formal complaint, please complete the following steps:

1. Try to resolve your concern with our staff member directly. 
2. If the matter cannot be resolved with the staff member directly, we recommend speaking with the Deputy Clerk who can guide you along in the process of identifying the next supervisory level for early resolution. This process will ensure your response is tracked appropriately and escalated in the proper sequence through supervisory levels.
3. If the complaint remains unresolved after proceeding through the supervisory levels, the Deputy Clerk can assist in filing a formal complaint for review. A formal complaint will not be considered if the matter has not had the opportunity to be addressed through the early resolution process. 

Complaints can be submitted on the Complaint Form in the following manners:

• Submit Complaints Form electronically and confidentially through the online Web Form.
• Print the Complaint Form and deliver it in person, in a sealed envelope marked Confidential, to the Greenstone Administration Office, Attn: Deputy Clerk.
• Submit Complaints Form in a sealed envelope, marked confidential and mail to Greenstone Administration Office, Attn: Deputy Clerk, Box 70, Geraldton, ON P0T 1M0

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.

Report a concern

Please use the Report a Concern form to submit issues related to the below topics. They are not considered complaints.

• Reporting repair of a street surface
• Reporting a burnt out streetlight
• Notifying of missed garbage collection
• Alert of no water service
• Reporting a by-law infraction
• Reporting a property standards concern
• Reporting an animal concern

Not satisfied with how your complaint was addressed?

If you remain unsatisfied or feel we have not addressed your concern properly, you can register a complaint with the Ontario Ombudsman's Office.