Submitting a Complaint to the Town

The Town of Penetanguishene is committed to continuous organizational improvement in an environment where all complaints are dealt with fairly in a respectful, transparent fashion, as quickly as possible.

What is a complaint?

A complaint is an expression of dissatisfaction related to a Town of Penetanguishene program, service, facility, or staff member, where a citizen believes that the Town has not provided a service experience to the customer's satisfaction at the point of service delivery and a response or resolution is explicitly or implicitly expected.

A complaint is distinct from:

  • Request for Service:  A request made to the Town on behalf of a citizen for a specific service, or to notify the Town that a scheduled service was not provided on time.  Examples include:
    • Requesting that the Town repair a street surface
    • Reporting a burnt out street light
    • Alerting the Town of no water service
  • To submit a request for service, please contact us.
  • Enquiry:  A general or specific request for information regarding a Town product or service made by a citizen that is resolved at the point of service delivery.
  • For answers to your questions regarding Town programs or services, please visit our website or contact us.
  • Feedback:  An opinion, comment and expression of interest in a Town program or service by a citizen. To provide feedback, please contact us.
  • Compliment: An expression of approval for a Town service, staff member, program, product or process. To provide a compliment, please contact us.
  • Suggestion:  An idea submitted to the Town by a customer with the aim of improving services, programs, products or processes. To make a suggestion, please use our forum.

In order to request a service, or to notify the Town that a scheduled service was not provided on time (e.g. a street not plowed) we encourage you to submit your request for service at contact us.

Submitting a Complaint

In order to submit a formal complaint to the Town, please provide the following information:

  • Details of what happened
  • Where did this happen?  Is it within the Town's area of responsibility?
  • When?
  • Who was involved?
  • What was said or done?
  • What kind of resolution is being sought?
  • Contact details of the complainant

What Happens with your written complaint?

Complaints are used to assist us in improving services, policies and procedures.

All written complaints are reviewed by management staff.  The information is treated as confidential to protect your privacy; however, you should be aware that in investigating a complaint, the circumstances may indirectly identify you.  If you provide contact information, we will inform you of any actions resulting from your complaint.  If you are not satisfied with the outcome, we will advise you of your options.

Notice of Collection

The personal information you choose to provide on this form is collected pursuant to the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), M.56 R.S.O. 1990. The information you provide will be used to investigate the complaint and may be used for contact purposes.  Questions about this collection can be directed to Town Clerk.

Ready to submit a complaint?

Complaints Handling Policy and Procedures

The Town of Penetanguishene recognises the importance of public feedback and welcomes complaints as a valuable form of feedback regarding the services, operations and facilities.  The information gained from complaints helps improve the quality of the services provided by the Town and the customer experience of residents.

View the Town's Complaint Handling Policy

View the Town's Complaint Handling Procedures