The Corporation of the Township of Enniskillen

Corporate Complaint Handling Policy

The Township of Enniskillen aims to deliver exceptional, equitable and accessible customer service. The Corporate Complaint Handling Policy will define a complaint and outline how the Township will manage complaints received. Complaints should be resolved informally if possible. If the informal process is not satisfactory to the customer, a formal complaint may be filed.

What is a complaint?

A complaint is an expression of dissatisfaction related to Township of Enniskillen programs, services or a staff member, where a customer believes that the Township has not provided a service experience to the customer’s satisfaction.

Procedure for filing a formal complaint

A written complaint must be submitted on the Formal Complaint Form (see below). Anonymous complaints will not be addressed through the complaint handling process.

Complaint forms are available at the Municipal Office or on the Township website www.enniskillen.ca. Complaint forms may be mailed, faxed, emailed or dropped off in person to the Township office directed to the Administrator.

A formal complaint will be directed to the Administrator. A response to the complaint will be provided to the complainant within 10 business days. In the event that a response to the complaint takes more than 10 business days, the Administrator will provide acknowledgment of the complaint with an estimate of time for a formal response. Where the Administrator’s response to the complaint is not acceptable to the complainant, the matter will be directed to the Municipal Council.

Copies of complaints and responses will be kept on file at the Township office.