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Submitting a Complaint to the Town

The Town of Whitchurch-Stouffville is committed to continuous organizational improvement in an environment where all complaints are dealt with fairly in a respectful, transparent fashion, as quickly as possible.

What is a complaint?

A complaint is an expression of dissatisfaction related to a Town of Whitchurch-Stouffville program, service, facility, or staff member, where a resident believes that the Town has not provided a service experience to the resident's satisfaction at the point of service delivery and a response or resolution is explicitly or implicitly expected.

A complaint is distinct from:

Request for Service or Reporting a Matter: A request made to the Town on behalf of a resident for a specific service, or to notify the Town that a scheduled service was not provided on time. Examples include:
- Requesting that the Town repair a street surface
- Reporting a burnt out street light
- Notifying the Town of a missed garbage collection
- Alerting the Town of no water service
- Reporting a bylaw or parking infraction
Members of the public wishing to request a service or report a matter are asked to contact the Town by clicking here.

Enquiry: A general or specific request for information regarding a Town of Whitchurch-Stouffville product or service made by a resident that is resolved at the point of service delivery.

Feedback: An opinion, comment and expression of interest in a Town of Whitchurch-Stouffville program or service by a resident.

Compliment: An expression of approval for a Town of Whitchurch-Stouffville staff member, program, product or process.

Suggestion: An idea submitted to the Town of Whitchurch-Stouffville by a resident with the aim of improving services, programs, products or processes.

Submitting a Complaint

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

- Details of what happened
- Where did this happen
- When
- Who was involved
- 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 (MFIPPA). Information will be collected, used and disclosed in accordance with the Act.

Service excellence and customer satisfaction are priorities for the Town. Our Public Complaint Policy outlines the process we take and service standards for handling public complaints.

Are you ready to submit a complaint? Click on the link below:

Submit a complaint