Customer Service

You can expect:

• the Social Services Division to manage complaints efficiently, fairly, effectively, and uniformly
• to receive notice that we have received your complaint within two (2) business days of its submission
• to be provided appropriate contact information of the staff person that will manage the complaint
• to be notified of the steps that will be taken to settle the matter and the estimated duration of the investigation

You can expect to:

• be treated with dignity and respect,
• receive professional, prompt, and polite service,
• be given up-to-date information that is timely, accurate, accessible, and responsive,

Staff will:

• respect your privacy and confidentiality,
• strive to achieve a culture of two-way communication practices,
• be well informed about directly operated municipal programs and wrap-around services available within the community,
• consider the range of tools at their disposal and use the most appropriate to address the needs associated with each individual customer.

Staff will support you in developing a plan that meets your needs and/or goals which will include:

• a review of programs and service options,
• referrals to appropriate programs,
• mutually agreed upon follow-up appointments based on your plan,
• timeframes and expectations for follow-up.

• you will be greeted upon arrival and seen at your scheduled appointment time, or no later than 10 minutes past the scheduled start time (in exceptional circumstances)
• if a scheduled appointment is missed, alternate arrangements will be made
• if attending the office without an appointment, you will be greeted at reception upon arrival, and your service needs will be determined within fifteen (15) minutes
• off-site in-person meetings will be considered on a case-by-case basis

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.

The Wi-Fi connection at the Social Services Division during Social Services business hours. The Service can be accessed throughout the Social Services office location at 178 Charlotte Street.

To access the service, a password will be required. The password is posted in the reception area at Social Services. The City of Peterborough Social Services Division will receive information that may identify you and the device you are using as well as your name, phone number, email address and your location. This information may be used to troubleshoot and/or address issues related to the Service provided and for general administrative and compliance purposes.

The Information may be shared with others in the following circumstances:

• Reasonably requested or required by law enforcement authorities or other government officials, or in response to the legal process
• It is appropriate to provide the information to prevent physical harm
• Necessary to investigate or otherwise respond to suspected or actual illegal activity
• Violation of these terms and conditions of use

The City of Peterborough Social Services Division will not be held responsible for any corrupted files and/or viruses which affect the users of the Service. It is the responsibility of the user to provide safeguards for your system from theft, unauthorized use, or system corruption by using appropriate means. Any detriment to the network as a result of you not providing these safeguards may result in termination of your access to the Service.

Your access is not to affect the network in a way which causes the network services to become too slow and/or unavailable to others. The service is not to be used for illegal activities, harassment, stalking or any other offensive behavior. It is not for multi-media streaming, data transmission, data feeds and /or automatic transmissions.

The use of this Service may be monitored.    The City of Peterborough Social Services Division may receive information about the content you have, sent, received and used while accessing the Service. This may also include any communications you have engaged in. This can include information about recipients and senders such as email addresses, phone numbers and other personal information.

The City of Peterborough Social Services Division reserves the right to filter or block any inappropriate content and to provide reasonable security measures for the continued use of this Service.

City of Peterborough Social Services Division is not responsible or accountable for all liabilities and expenses related to any violation of these Terms and Conditions.

These may include, but are not limited to:

• failure of performance, error, omission, interruption, defect, and delay in operation of transmission, computer virus or line failure.

The City of Peterborough Social Service Division makes reasonable efforts to filter certain objectionable, harmful or illegal content but cannot and does not guarantee that these filters will completely prevent all such content from being accessed by you or by others devices using the Service.

The City of Peterborough Social Services Division may at any time change, limit, suspend or terminate the Service. This will include your access to and/or use of the Service. In the event of Termination, your rights to use the Service will stop immediately.

Use of the WIFI service at Social Services is monitored.

Some sites are blocked due to content or security. You may be disconnected if you access a blocked site.

Social Services staff and the City of Peterborough are not responsible for any problems or issues related to the use of WIFI at Social Services.