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Town of Kentville Policy Statement G66Citizen Complaint Policy1.0
PurposeThe purpose of this policy is to enable the Town of Kentville to promptly and effectively addres
Definitions"Complainant" The individual filing the complaint with the Town of Kentville;"Complain
Scope The policy will assist the Town of Kentville in providing excellent service to the public, and contribu
providing a timely and accurate response to complaints; and(b)
using complaints as an opportunity to improve program and service deliveryissues.1.
This policy is notmeant to address:
(a)
complaints relating to treatment by a police department or a specific police officer, or the behaviour of
complaints about non-municipal services;(c)
issues already addressed by legislation, or by an existing Kentville bylaw, policy or procedure;(d)
adecision of Council or a decision of a Committee of Council;(e)
agrievance covered by the Town of Kentville's collective agreements; or(f)
internal employee complaints.4.0
ProceduresDesignated Officer:2.
The Designated Officer may delegate the authority to investigate a complaint to another employee, wher
The Designated Officer may not delegate the authority to investigate a complaint to an employee who is, o
If the complaint is made against a Designated Officer, the Mayor shall review the matter and may:(a)
consult with the Town's Finance and Administration Committee;(b)
refer the matter to the CAO(c)
consult with Town Council;(d)
consult with legal counsel; or(e)
refer the matter to the Ombudsman.Frontline Resolution5.
It is the responsibility of the complainant to attempt to resolve concerns, by dealing with the employee(s)
It is the responsibility of all employees to attempt to resolve issues or concerns before they become complai
Where frontline resolution cannot be achieved, complaints should be submitted to the Designated Officer
the name, phone number, e-mail address and mailing address of the individual submitting
the nature of the complaint, includingthe:(i)
background leading to the issue(s);(ii)
date(s), time(s), location(s) of the incident(s); and(iii)
name(s) of any employee(s) previously contacted regarding the issue(s); and(c)
any action(s) being requested of the Town of Kentville.
8.
Complaints may be submitted on the form provided, known as "Schedule A".Receipt and Acknowled
Within five (5) business days of receipt of the complaint, the Designated Officer shall advise the complaina
The Designated Officer shall review the issues identified by the complainant and in doing so may:(a
review relevant municipal and provincial legislation;(b)
reviewthe Town of Kentville's relevant policies and procedures;(c)
review any existing file documents;(d)
interview employees or members of the public involved in the issue;(e)
identify actions that may be taken to address the complaint or improve municipal operations
take other actions the Designated Officer deems expedient to resolving the matter.11.
The Designated Officer shall maintain a file of the complaint in compliance with the Town of Kentville's
Within thirty (30) calendar days of receipt of a complaint, the Designated Officer shall provide a response
if and how the complaint was substantiated;(b)
if the complaint is not substantiated, reason(s) for this decision;(c)
any actions the Town of Kentville has or will take as a result of the complaint.13.
If the Designated Officer is unable to provide a response within thirty (30) calendar days, notification sha
Associated DocumentsSchedule A: Customer Service Complaint Form6.0
Policy Revision HistoryDate Created:September 29, 2014Revisions:January 2017. Reformatted.
Town of Kentville354 Main StreetKentville, N
(Page 2 for Office Use Only)Office Use On
No
If "No,"Why?__________
Civic Address Fax Date final resolution
No
If not substantiated, why? __________________