Customer Service

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:

• our anonymous customer feedback survey
• contacting us directly
• comment cards when you are at the office (in reception)

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 2025 Social Services Customer Feedback Survey. 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.