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OPERATIONAL POLICY - 85
Page 1 of 3
Policy Subject / Title - COMPLAINT HANDLING
___________________________________________________________________
GENERAL PURPOSE OF POLICY
85.1
It shall be the policy of Region of Queens Municipality to have a standard policy for
handling of complaints made by members of the public and subsequent documentation
and follow-up procedures. This policy is to enable Region of Queens Municipality to
promptly and effectively address program and service delivery concerns raised by
members of the public and assist Region of Queens Municipality in providing excellent
service to the public and contribute to continuous improvement of operations. Region of
Queens 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.
POLICY APPLICATION
85.2
This policy applies to all areas of the Municipality's operations but is not meant to
address:
a. Complaints about non-municipal services;
b. Issues already addressed by legislation, or an existing Region of Queens Municipality
bylaw, policy or procedure;
c.
A decision of Council or a decision of a committee of Council.
d. A grievance covered by the Region of Queens Municipality's collective agreements;
or
e. Internal employee complaints.
INTERPRETATION
85.3
In this policy:
a. "Complainant" means the individual filing the complaint with Region of Queens
Municipality;
b. "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 Region of Queens Municipality in accordance
with this policy;
c.
"CAO" means Chief Administrative Officer of Region of Queens Municipality.
d. "Council" means council of Region of Queens Municipality;
e. "Designated Officer" means Deputy Clerk of Region of Queens Municipality;
f.
"Employee" means an employee of Region of Queens Municipality;
g. "Mayor" means Mayor of Region of Queens Municipality;
h. "Ombudsman" means Nova Scotia Office of the Ombudsman.
OPERATATIONAL POLICY - 85
Page 2 of 3
Policy Subject / Title - COMPLAINT HANDLING
___________________________________________________________________
DESIGNATED OFFICER
85.4
a.
A Designated Officer may delegate the authority to investigate a complaint to
another employee, where s/he deems appropriate.
b. A Designated Officer may not delegate the authority to investigate a complaint to an
employee who is or may be named in the complaint.
c. If a complaint is made against the Chief Administrative Officer, the Mayor shall review
the matter and may:
i. consult with Council;
ii. consult with legal counsel; or
iii. refer the matter to the Ombudsman.
FRONTLINE RESOLUTION
85.5
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.
85.6
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
85.7
Where frontline resolution cannot be achieved, complaints should be submitted to the
Designated Officer and include:
a. The name, phone number, e-mail address, and mailing address of the individual
submitting the complaint.
b. The nature of the complaint including the:
i. background leading to the issue(s);
ii. date(s), time(s) and location(s) of the incident(s); and
iii. name(s) of any employee(s) previously contacted regarding the issues(s); and
c.
Any action(s) being requested of Region of Queens Municipality.
85.8
Complaints may be submitted on the form provided in Schedule A.
RECEIPT AND ACKNOWLEDGEMENT
85.9
The Designated Officer shall acknowledge in writing that the complaint has been received
within 10 business days of receipt of the complaint.
OPERATIONAL POLICY - 85
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Policy Subject / Title - COMPLAINT HANDLING
___________________________________________________________________
INVESTIGATION
85.10 The Designated Officer shall review the issues identified by the complainant and in doing
so may:
a. review relevant municipal and provincial legislation;
b. review Region of Queens Municipality'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; or
f. take other actions the Designated Officer deems expedient to resolving the
matter.
85.11 The Designated Officer shall maintain a file of the complaint in compliance with the
Region of Queens Municipality's records management policy.
DECISION
85.12 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:
a. whether the complaint was substantiated,
b. if the complaint is not substantiated, the Designated Officer shall provide reason(s)
for his/her decision.
c.
any actions Region of Queens Municipality has or will take as a result of the
complaint.
85.13 If the Designated Officer is unable to provide a response within 30 calendar days, s/he
shall notify the complainant of the delay and provide an estimate of when a response will
be provided.
Approved by Council: August 14, 2018
Effective Date: August 14, 2018
Complaint Handling Policy
Schedule A - Region of Queens Municipality Complaint Form
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?
Additional information:
OFFICE USE ONLY
Received/recorded by:
Date:
Forwarded to:
Date:
Acknowledgement Letter
Sent Date: ________________________________
Staff Name:_______________________________
Additional correspondence
Sent Date: ________________________________
Staff Name:_______________________________
Reason:____________________________________
Action Taken:
Final Response Letter
Sent Date: ________________________________ Staff Name:_______________________________