Customer Service

full bike rack

Customer Service is important to us. We are continually working to improve our service. You can help us to do better by giving feedback.

There are different ways to do this:

We look forward to hearing from you.

Call recording

As part of our commitment to provide the best possible service to our service users and partners, we may monitor or record both inbound and outbound telephone calls for quality assurance purposes.

Customer complaint procedure

If you feel that a staff person has not provided good customer service or acted improperly, please follow these steps:

  • Talk about the situation with the worker. If you are not satisfied, talk about the situation with the supervisor.
  • If you are not able to work it out or if you are not satisfied with the outcome, please submit a complaint to the Director of Social Services within five working days.

Please read the Customer Services Standards Brochure that describes the complaint process.

To submit a complaint, please use the Online Social Services Complaint Form. Complaints will be dealt with in a confidential manner according to the Municipal Freedom of Information and Protection of Privacy Act. The complaint handling process in no way limits or restricts any person’s rights under the Ontario Human Rights Code.

Submit a Complaint

Customer service survey

Please help us by giving your feedback about the services you received in the Social Services office.

Complete the survey

Guest wireless internet

We offer WiFi in reception for service users and guests. The password is posted in the reception area.

More information

Reports and research

Learn more about Social Services through our reports and research.

Social Services reports

Social services surveys

Vision

Building a community where all individuals can live the life they value.

Mission Statement

Social Services provides person-centred, equitable support for individuals and families within the City & County of Peterborough.

WE VALUE

Trust & Integrity

We will deliver exceptional public service by doing the right things, with personal accountability, transparency, consistency, and respect.

We will work together and lead by example by taking on important community issues and instilling confidence in our governance.
 Engagement & Openness
We will proactively collaborate to engage the community on a regular basis, welcoming new ideas and perspectives, embracing creativity, diversity, equity, and inclusion.
Compassion & Teamwork

We value and care about the needs of our Community and Organization (residents, employees, and businesses). We will inspire authentic leadership with a sense of belonging at all levels, empowered to push forward the contributions that will transform our community.

We collaborate across departments to achieve our goals. We will work in partnership with our community. we are one community together, one team with a common purpose.