Complaints and Feedback
Your feedback is important to us. Please contact us if you are unhappy with the service you received, or if you want to give feedback about our programs or services.
What is a complaint? |
A complaint can be made if you are unhappy with the delivery of Regional services, or if you did not have a positive experience. The complaint may include the service itself; actions/lack of actions by an employee; or an issue with a policy, program, process or procedure. It is important to remember that a complaint is different from an inquiry, feedback, compliment (nice words) or suggestion. Examples of complaints include:
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Submit a complaint |
When you have a complaint, contact the specific service area directly, either in person or by telephone at 905-668-7711 or toll-free at 1-800-372-1102. This conversation allows most issues to be resolved quickly. Our A-to-Z service listing will help you to figure out which area you should contact. If, after speaking to someone, you are still not satisfied with how your concern has been handled, please submit a complaint via our Regional Complaint form. Complete our Regional Complaint form You should submit your complaint within two weeks of the event, or within 30 days at the latest. Once the right department has been notified, you will be contacted within five days. If you prefer to submit your complaint by mail, you can send it to us at the following address: The Regional Municipality of Durham Please mark the envelope with "Confidential Complaint" and include the service area it should go to. |
Submit feedback |
If you wish to submit feedback related to service you received from the Region, please use our Customer Service Feedback form. |
The complaint handling process |
Corporate Complaint Handling Policy and GuidelinesWe strive to deliver services with a strong focus on customer satisfaction and fiscal accountability for residents and members of the public. Details on how complaints regarding our services are handled can be found in our Corporate Complaint Handling Policy and Guidelines. How long will it take to resolve a complaintThe resolution (or result) depends on the type of complaint, investigation that is needed, and specific departmental timelines. After the complaint investigation is complete, you will be notified of the outcome. Region's OmbudsmanIf you are not happy with the outcome of the complaint process, or you feel like it was not handled right, you may contact the Region's Ombudsman for further assistance. |
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