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.

Before filing a formal complaint, there are some considerations to keep in mind.

1. When appropriate and safe to do so, we encourage complainants to resolve concerns with the employee directly or speaking to their 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.
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
   5. Internal employee complaints

are not covered under this policy and should be addressed differently.

To submit a complaint, you can complete Schedule A attached in the policy, or you can email cjoudry@regionofqueens.com with the following information:   Policy 85 – Complaint Handling

• 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.