Submitting a Complaint or Service Request

Both complaints and service requests can be submitted through the Complaint Form. This process ensures direct communication with department heads and helps address issues efficiently.

Why can’t submissions be anonymous?

• Service Requests: To confirm that requests come from our stakeholders.
• Complaints: To ensure we are responding to our stakeholders; and
  If certain action may be required (e.g., fines), we need a complete complaint on record.

We’re here to help and take every submission seriously. Your request or complaint will be reviewed, processed through Intake, and directed to the appropriate department.

In many cases, this may be the first time the issue has been brought to our attention. Thoughtful communication helps us address issues efficiently, and we appreciate your cooperation in keeping things constructive.

Before submitting, we lastly ask that you please review the Complaint Process below.

SUBMIT COMPLAINT OR REQUEST FOR SERVICE

What is a Complaint?

A complaint is an expression of dissatisfaction related to a Town of Fort Frances 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.

What is not a Complaint?

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. Until our Request for Service form is prepared, please continue to use the Complaint Form. Examples include:

• Requesting that the Town repair a street surface
• Reporting a burnt out street light
• Notifying the Town of a missed garbage collection
• Alerting the Town of no water service
• Report a bylaw infraction
• Reporting a Property Standards Complaint
• Reporting an Animal Complaint

Timeline

Municipal staff will contact you to acknowledge this complaint withing five (5) business days after receiving this completed form. The complaint will be forwarded to the appropriate staff who will respond within thirty (30) days of receipt of this complaint. If this is not possible, you will be contacted and given a reason why this timeline is being adjusted.

Notice of Collection and Disclosure

The personal information provided on this form is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA). The information you provide will be used to investigate the complaint and may be used for contact purposes but is otherwise considered confidential. Questions about the collection of personal information and its use can be directed to the Office of the Clerk 807-274-5323.

Submitting a Complaint

To submit a complaint, please proceed with completing this form: www.fortfrances.ca/customer-complaint-form