Municipal Operational Policy 85 – Complaint Handling enables Region of Queens to promptly and effectively address program and service delivery concerns raised by members of the public.

In the case of a complaint against a member of the Region of Queens Council, please review Operational Policy 96 – Council Code of Conduct and email clerk@regionofqueens.com. 

Before filing a confidential formal complaint, please note the following are not covered under Policy 85: 

  1. When appropriate and safe to do so, we encourage complainants to resolve concerns about service with the employee directly or speaking with the supervisor. In many instances, these situations come from a misunderstanding and can be easily resolved.
  2. When appropriate and safe to do so, we encourage employees to also attempt to resolve issues before they escalate. If the complaint is work related, employees can resolve concerns as outlined in the Human Resource Policy Employee Handbook. 
  3. Policy 85 may not apply to all situations. For example,
    1. Complaints about non-municipal services; 
    2. Issues already addressed by legislation or existing Region of Queens Municipality bylaws, policies, or procedures; 
    3. A decision of Council or a committee of Council; 
    4. A grievance covered by Region of Queens Municipality collective agreements; and,
    5. Internal employee complaints.

 

To submit a complaint about a municipal program or service, please complete Schedule A attached in the policy,

or email clerk@regionofqueens.com with the following information: 

  • Name, phone number, email address, mailing address of the person submitting the complaint.
  • The nature of the complaint
    • Background leading to the issue
    • Dates, times, and locations
    • Names of any employees involved including those already contacted regarding the situation
    • Any action being requested of Region of Queens Municipality.

Details of complainants will be held in strict confidence by the Office of the Municipal Clerk. Thank you.