Submitting a Complaint to the Municipality

The Municipality of Greenstone is committed in providing excellent service to the public, and it will contribute to continuous improvement of Municipal operations and service standards.

What is a complaint?

A complaint is an expression of dissatisfaction related to a Municipality of Greenstone program, service, facility, or staff member, where a citizen believes that the Municipality has not provided a service experience to the customer’s satisfaction at the point of service delivery and a response or resolution is explicitly or implicitly expected.

A complaint is NOT:

  • Request for Service:  A request made to the Municipality on behalf of a citizen for a specific service, or to notify the Municipality that a scheduled service was not provided on time.  Examples include:
    • Requesting that the municipality repair a street surface
    • Reporting a burnt out street light
    • Notifying the Municipality of a missed garbage collection
    • Alerting the Municipality of no water service
    • Report a bylaw infraction
  • Inquiry:  A general or specific request for information regarding a Municipality of Greenstone  product or service made by a citizen that is resolved at the point of service delivery.
  • Feedback / Suggestion:  An idea, opinion, comment and expression of interest in a Municipality of Greenstone program or service by a citizen or by a customer with the aim of improving services, programs, products or processes.

The first step is for the complainant to attempt to resolve concerns by dealing with the Municipality and/or the Municipal employee(s) directly involved with the issue where appropriate.  If not satisfied, the complainant should attempt to resolve the issue with the Manager and then the Director (if required) responsible for the Department in question.  These communications may be written or verbal in nature.  For our Contact directory please click here.

In order to submit a formal complaint to the Municipality, you will be asked to provide the following information:

  • Details of what happened
  • Where did this happen?  Is it within the Municipality’s area of responsibility?
  • When?
  • Who was involved?
  • What was said or done?
  • What kind of resolution is being sought?
  • Contact details of the complainant

All complaints will be dealt with in a confidential manner according to the Municipal Freedom of Information and Protection of Privacy Act.  Information will be collected, used and disclosed in accordance with the Act.  More information on the Act is available at the Information and Privacy Commissioner's website.

The Municipality of Greenstone full complaint policy and complaint form are available for download below.

Complaints can be submitted in a sealed envelope marked confidential:

By Mail:  Municipality of Greenstone
                P.O. Box 70
                Geraldton, ON P0T 1M0
                Attention:  Municipal Clerk

Fax:        807-854-2360

In person:  1800 Main St, Geraldton, ON

Email:          gabrielle.lecuyer@greenstone.ca

 

If you remain unsatisfied or feel we have not addressed your concern properly, you can register a complaint with the Ontario Ombudsman's Office.