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THE CORPORATION OF THE MUNICIPALITY OF SOUTH DUNDAS
BY-LAW NO. 2016-05
A BY-LAW to adopt Policy for No. 3-17 for Customer Feedback,
Complaints, Inquiries and Requests.
WHEREAS the Municipal Act, 2001, S.O. 2001, Chapter 25, as amended,
states that a municipality and a local board shall adopt policies with respect
to certain matters;
NOW THEREFORE the Council of the Corporation of the Municipality of
South Dundas hereby enacts as follows:
1.
That Policy No. 3-17 - Feedback, Complaints, Inquiries and Requests
be approved in accordance with Schedule "A" as attached to this By-
law.
2.
THAT this By-law shall come into full force and effect on the date of
passing.
READ and passed in open Council, signed and sealed this 21st day of July,
2015.
________________________
MAYOR
________________________
CLERK
Schedule "A"
to By-Law No. 2016-05
POLICY MANUAL
Policy No. 3-17
For Municipality of South Dundas
Effective Date: January 19, 2016
Subject: Feedback, Complaints,
Inquiries and Requests
DEAPARTMENT: All Departments
Policy:
The purpose of this policy is to address any public comments regarding the
administration of the Municipality of South Dundas.
Definitions:
Complaint is defined as an expression of dissatisfaction relating to a Municipal
program, service, facility or staff member.
Compliment is defined as an expression of approval for a Municipal program,
service, facility or staff member.
Enquiry is defined as a general or specific request for information regarding a
Municipal program, service or facility.
Feedback or Suggestion is defined as an expression of interest in a Municipal
program, service or facility or an idea submitted to the Municipality with the aim of
improving Municipal programs, services or facilities.
Request for Service is defined as a request made by a resident for a specific
service. For example, a request for services may include a request that the
Municipality repair a street surface, report an issue relating to municipal water
services, report damage to a Municipal facility or park, or report a lost/found dog.
Policy Scope:
This policy applies to all compliments, complaints, feedback and suggestions
received from members of the public regarding all administrative actions and
functions of the Municipality of South Dundas.
**
Enquiries and requests for service made by residents should be
resolved at this point of service delivery.
Objective:
The Municipality of South Dundas is committed to continuous improvement and open
communication with the public in an approach where all complaints are dealt with
fairly in a respectful, transparent manner, and as quickly as possible.
Procedure:
Submitting Compliments, Complaints, Feedback or Suggestions
All public comments are encouraged to be submitted to the Municipality in writing.
Individuals will be asked to submit the following information:
-
Details of what happened;
-
Where did it happen;
-
When did it happen;
-
Who was involved;
-
What was said or done;
-
What kind of resolution is being sought, if any; and,
-
Contact information of the individuals submitting the intake form.
The Municipality of South Dundas requests that individuals include their contact
information when submitting compliments, complaints, feedback and suggestions to
the Municipality. This will allow staff to follow up with the individual, if necessary.
All written submissions will be dealt with in a confidential manner in accordance with
the Municipal Freedom of Information and Protection of Privacy Act.
An Intake Form is provided on the Municipality of South Dundas website. This same
form may be used for submitting compliments, complaints, feedback or suggestions.
Acknowledgement of Receipt
All compliments, complaints, feedback and suggestions received by the Municipality
should receive an acknowledgement of receipt within 24 to 48 hours during regular
business days. If an intake form is received on a weekend or holiday, receipt should
be acknowledged by 4:30 p.m. on the next business day.
If the individual has requested a response or resolution to a matter, then the
acknowledgement of receipt should indicate an estimate timeline for further follow
up and an indication of what the next steps may be expected.
Monitoring, Tracking and Reporting
All compliments, complaints, feedback and suggestions will be recorded and tracked
upon receipt. All action, in writing or by telephone/voicemail, discussion and
resolution of any matter will be included as part of this electronic record.
Complaint and feedback records will be needed for regular review and analysis to
identify recurring issues and to improve customer service and satisfaction.
Annually, the number of complaints/feedback, type of complaints/feedback and
number of resolved complaints may be included in a public report to Council. All
personal information collected in carrying out this policy will be dealt with in a
confidential manner in accordance with the Municipal Freedom of Information and
Protection of Privacy Act.