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Complaints Handling Policy
1. This policy may be refened to as the "Complaint Handling Policy"
PREA1V13LE:
The purpose of this policy is to enable the Municipality of the Inverness
County to promptly and effectively address program and service delivery
concerns raised by members of the public. The policy will assist the
Municipality in providing excellent service to the public, and contribute to
continuous improvement of operations. The Municipality strives to reduce
customer dissatisfaction by:
providing a timely and accurate response to complaints; and
using complaints as an opportunity to improve program and service
delivery issues.
This policy is not meant to address:
Complaints about non-municipal services;
Issues already addressed by legislation, or an existing Municipal bylaw,
policy or procedure;
A decision of Council or a decision of a committee of Council.
Internal employee complaints.
TERMS:
in this policy:
11) "Complainant" means the individual filing the complaint with the
Municipality;
2) "Complaint" means an issue or concern raised with a municipal program,
service, or operation which is not resolved at the time of the incident and for
which the complainant submits their concerns to the Municipality in
is
accordance with this policy;
"CAO" means Chief Administrative Officer of the Municipality of the County
of Inverness;
"Council" means council of the Municipality of the County of Inverness;
Designated Officer" means the CAO;
"Employee" means an employee of the Municipality of the County of
Inverness;
"Warden" means the Warden of the Municipality of the County of Inverness;
"Ombudsman" means the Nova Scotia Office of the Ombudsman.
Designated Officer
A Designated Officer may delegate the authority to investigate a complaint to another
employee, where s/he deems appropriate.
A Designated Officer may not delegate the authority to investigate a complaint to an
employee who is or may be named in the complaint.
If a complaint is made against the Designated Officer, the Warden shall review the matter
and may:
Consult with Council;
Consult with legal counsel; or
Refer the matter to the Ombudsman.
Frontline Resolution
It is the responsibility of the complainant to attempt to resolve concerns by dealing with
the employee(s) directly involved with the issue where appropriate.
It is the responsibility of all employees to attempt to resolve issues or concerns before
they become complaints, and identify opportunities to improve municipal services.
Filing a Complaint
1. Where frontline resolution cannot be achieved, complaints should be submitted to the
Designated Officer and include:
(1) The name, phone number, e-mail address, and mailing address of the
individual submitting the complaint.
(2) The nature of the complaint including the:
background leading to the issue(s);
date(s), time(s) and location(s) of the incident(s); and
name(s) of any employee(s) previously contacted regarding
the issues(s); and
(3) Any action(s) being requested of the Municipality.
2. Complaints may be submitted on the form provided in Schedule A.
Receipt and Acknowledgement
1. The Designated Officer shall acknowledge in writing that the complaint has been
received within 5 business days of receipt of the complaint.
Investigation
1. The Designated Officer shall review the issues identified by the complainant and in doing
so may
Review relevant municipal and provincial legislation;
Review the Municipality's relevant policies and procedures;
Review any existing file documents;
Interview employees or members of the public involved in the issue;
Identify actions that may be taken to address the complaint or improve municipal
operations; or
S
(6) Take other actions the Designated Officer deems expedient to resolving the
matter.
2. The Designated Officer shall maintain a file of the complaint in compliance with the
Municipality's records management policy.
Decision
1. Within 30 calendar days of receipt of a complaint the Designated Officer shall
provide a response in writing to the complainant. The response shall include:
Whether the complaint was substantiated,
If the complaint is not substantiated, the Designated Officer shall provide
reason(s) for their decision.
Any actions the Municipality has or will take as a result of the complaint.
is
2. If the Designated Officer is unable to provide a response within 30 calendar days he
shall notify the complainant of the delay and provide an estimate of when a response
will be provided.
Complaints Handling Policy
Schedule A - Municipality of the County of Inverness Complaint Form
Your Name:
Phone number:
E-mail address:________________________________
(h):
Mailing Address:__________________________________
(w):
(c):
What is your complaint? Please include relevant date(s), times(s), location, and background
information, including municipal employees you have contacted regarding this matter.
Additional space is available on the back of this form. Additional information such as
relevant photographs can be attached to this form.
How could the situation be improved?
A,4rI;i-innnI infrrrnfinn
Received/recorded by:
Date:
Forwarded to:
Date:
Acknowledgement Letter
Additional correspondence
D Sent Date: ________________________
L] Sent Date:
Staff Name:________________________
Staff Name:________________________
Reason:
Action Taken:
Final Response Letter
El Sent Date:
Staff Name:________________________
Approval:
This is to certify that the above policy
was approved by Municipal Council
of the Municipality of the County of
Policy Commiftee Review: Jan 7, 2013 Inverness on the 8th day of April
Council - 7 Day Notice:
Feb 11, 2013 I A. D., 2013
Council Approval:
April 8, 2013
Jo'O'Connor, CAO