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

Mission Statement

Social Services Division works with individuals and families to advance their goals and ambitions. We do this through:

  • Financial resources
  • Employment planning
  • Child care
  • Education and training
  • Homelessness prevention
  • Community partnerships

We Value

We are open in what we do and how we do it. We create clear action plans, use our resources effectively and follow through by reporting and explaining our results. We believe in an environment of mutual accountability, learning from mistakes and in continuous improvement.
We value working together. We believe sharing ideas and experience will result in better decisions, effective services and positive outcomes. By building relationships we are able to appreciate and learn from different perspectives.
We treat all people fairly, without judgment and respect privacy. We listen closely to understand unique circumstances and respond to concerns or ideas.
We celebrate diversity among us. We recognize that everyone has unique characteristics and traits. We believe that people achieve goals in different ways and at their own pace. We share knowledge and information while respecting individual needs, goals and perspectives.
We strive to find creative ways to address social, health and financial challenges. We believe that innovation is a key driver for growth, positive change and development.
We know that good relationships involve discovery. By building on past experiences and individual assets, we find each individual’s potential. We work to inspire hope in everyone.