Complaint Policy
Complaint Policy Overview
The Municipality of French River’s Complaint Policy provides a transparent, fair, and consistent process for addressing formal complaints related to municipal programs, services, facilities, and employees.
Key Highlights:
- Purpose: Encourage feedback to improve services and operations while ensuring a structured and accountable complaint-handling process.
- Scope:
- Applies to all formal complaints, including by-law violations.
- Excludes general inquiries, compliments, feedback, and service requests.
- Anonymous complaints are not accepted.
- Complaint Submission:
- Complaints must be in writing, using the Complaint Form or similar format, and submitted via:
- In person or mail to the Municipal Office.
- Email, online, or fax.
- Phone, with documentation by staff and complainant consent.
- Must include contact information, details of the incident, and complainant’s signature.
- Complaints must be in writing, using the Complaint Form or similar format, and submitted via:
- Process:
- Acknowledgment provided within 5 business days, identifying the assigned investigator.
- Investigation involves reviewing policies, legislation, and relevant documents, as well as interviewing involved parties.
- A response is issued within 30 business days, detailing findings, validation, and any municipal actions. Delays are communicated with an updated timeline.
- Appeals: Dissatisfied complainants may escalate to the Ontario Ombudsman for a review of the process and outcome.
- Confidentiality: Managed in accordance with the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA).