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Township of Assiginack Customer Feedback Policy
Approved by By-law No. 2025-06
1
Customer Feedback Policy for the Township of Assiginack
Policy Rationale
The purpose of this policy is to establish a clear and efficient process for residents of the Township of Assiginack to
submit feedback regarding municipal services, policies, or staff conduct. This policy aims to ensure that all feedback
received is addressed fairly and promptly and in a consistent manner.
Scope
This policy applies to all residents of the Township of Assiginack who wish to submit feedback regarding municipal
matters. Members of the community are encouraged to seek an informal resolution as the fastest way of dealing with
any issue that may arise. It is the responsibility of Municipal staff to attempt to resolve issues or concerns before they
become an official and formal report as per "Schedule A" and identify opportunities to improve municipal services.
Feedback Submission Process
1. Feedback Form:
- Residents are required to fill out a Customer Feedback Form (see Schedule A) to initiate the feedback
process. This form is designed to capture essential details regarding the nature of the feedback requested.
2. Availability of Forms:
- The Customer Feedback Form is available on the Township's official website.
- Hard copies of the Customer Feedback Form can also be obtained at the municipal office during
regular business hours.
3. Submission: Completed Customer Feedback Forms can be submitted in the following ways:
- Online: Residents can submit the form electronically through the Township's website.
- In-Person: Residents can deliver their completed form to the municipal office.
- Mail: Residents may also send the completed form via postal mail to the municipal office.
Acknowledgment of Feedback
Upon receipt of a Customer Feedback Form, the Township will acknowledge the submission within five (5) business
days. This acknowledgment will include information on the next steps in the process. All feedback received will be
forwarded to the Chief Administrative Officer to be delegated to the appropriate staff to address. The CAO will
inform Council of any complaints received.
Investigation and Resolution
1. Investigation:
- The Township will investigate the information received within a customer feedback form in a timely
manner. The investigation may involve gathering information from relevant parties and reviewing
applicable policies or procedures.
2. Resolution:
- Once the investigation is complete, the Township will provide a written response to the customer
outlining the findings and any actions taken, if applicable. A response is usually provided within ten
(10) business days depending on the nature of the complaint. If it cannot be answered before this time,
the customer will be notified with an explanation. A hard copy of each Customer Feedback Form will
be kept within the municipal office in accordance with the Township's Records and Retention By-law.
Confidentiality
All Feedback received from customers will be treated with confidentiality. The identity of the customer will be
protected to the extent possible, and information will only be shared with those directly involved in the
investigation and resolution process.
Township of Assiginack Customer Feedback Policy
Approved by By-law No. 2025-06
2
Review and Appeal
If a customer is not satisfied with the resolution provided, they may request a review. A written request must be
submitted to the Township within fourteen (14) days of receiving an initial response.
Ombudsman Contact
If a customer is not satisfied with the Township's resolution, they may contact the Ontario Ombudsman for further
assistance. The Ontario Ombudsman is an independent office of the Ontario Legislature that investigates concerns
about Ontario provincial government services and certain municipal matters.
- Ontario Ombudsman Contact Information:
o Phone: 1-800-263-1830
o Email: [email protected]
o Website: www.ombudsman.on.ca/home
Anonymous Feedback
The Township does not respond to anonymous concerns. For feedback to be considered, the customer must provide
their contact information and other relevant details in the Customer Feedback Form.
Policy Review
This Customer Feedback Policy will be reviewed annually to ensure its effectiveness and relevance. Any necessary
updates will be made to improve the process.
Conclusion
The Township of Assiginack is committed to addressing the concerns of its residents in a fair and transparent manner.
By implementing this Customer Feedback Policy, the Township aims to foster a positive relationship with the
community and ensure that all voices are heard.
Township of Assiginack Customer Feedback Policy
Approved by By-law No. 2025-06
3
Schedule "A"
Customer Feedback Policy for the Township of Assiginack
1.0
Feedback Form Submitted By:
Your Name:
Your Signature:
Contact Numbers:
Cell:
Home Telephone:
Work Telephone:
Email Address:
Mailing Address:
1.1
Feedback Summary
What is the nature of your complaint? Please include relevant date(s), location, and all background information, including any Municipal
employees you have contacted regarding this matter. (Please attach a separate page to this form submission if you require additional space to
record your complaint).
Please note: You may be summoned to court to testify concerning this complaint.
1.2
How do you see this situation being improved?
1.3
Additional Information
Office use only:
File Number:
Received by:
CAO Signature:
Delegated to:
Acknowledgement of the Receipt of Feedback
Date Sent:
By Staff:
Action Taken:
Final Response to Feedabck
Date Sent:
By Staff:
CAO Initials:
Copies attached: