Complaints - Informal and Formal

At Malahide, we are dedicated to providing excellent service and fostering a respectful, kind, and collaborative environment for all. We believe in shared responsibility: mutual respect and kindness are key to resolving any concerns effectively. Below, we outline the differences between our informal and formal complaint processes and explain how we work together to ensure a positive outcome.

Shared Responsibility: Respect and Kindness

Whether you're submitting a concern through our informal or formal process, we encourage all parties—both staff and community members—to approach each interaction with mutual respect and a spirit of kindness. By working together, we create a constructive environment where concerns can be addressed promptly and professionally.

The Township of Malahide had adopted a Service Request and Complaint Handling Policy. Prior to the submission of a Request for Service or a Formal Complaint, it is advised that the submitter review the policy. 

Types of Complaints:

Informal Complaint Process

The informal process is ideal for situations where a quick, straightforward resolution is possible without needing formal investigation or extensive documentation.

  • How It Works:
    • You may raise your concern by directly contacting the relevant department or customer service representative.
    • The goal is to resolve the issue promptly through dialogue and collaboration.
    • We aim to respond within 2-3 business days.
  • Best For:
    • Minor misunderstandings or service issues that can be clarified or corrected quickly.
    • Situations where a face-to-face discussion or phone call can resolve the issue.
  • What You Can Expect:
    • An open conversation focused on understanding your concerns.
    • A quick resolution without the need for escalation.
    • A respectful exchange from all parties.

Formal Complaint Process

The formal process is designed for more serious concerns that require detailed investigation, documentation, and a structured resolution approach.

  • How It Works:
    • You can submit a formal complaint by submitting a Formal Complaint Form.
    • Your complaint will be reviewed by the appropriate department, and you will receive an acknowledgment within 3 business days.
    • An investigation may be conducted, and a written response will be provided within 30 business days, depending on the complexity of the issue. Further communication may be required to gather more details or clarification of the complaint.
  • Best For:
    • Concerns involving policy violations, service breakdowns, or unresolved issues after informal attempts.
    • Instances where a written record is important for future reference.
  • What You Can Expect:
    • A thorough and impartial review of your concern.
    • Clear communication on the steps being taken and a timeline for resolution.
    • A formal written response, including any actions or remedies implemented.

Types of Complaints NOT included:

This policy does not address the following:

  • Inquiries
  • Request for service
  • Feedback
  • Compliments
  • Request for accommodation
  • Criticisms or anonymous complaints
  • Issues addressed by legislation, or an existing municipal by-law, policy or procedure
  • A decision by Council or a Board/Committee
  • Internal employee complaints
  • Matters that are handled by tribunals, courts of law, quasi-judicial boards, etc.

For example, a request made to the Township of Malahide for a specific service such as repair to street surface, by-law or parking infractions, damage to municipal property, or garbage pick-up do not qualify as a complaint under this policy. 

Filing a Complaint:

It is encouraged that individuals and municipal staff work to resolve issues or concerns before they become formal complaints. Informal complaints may be made in person, by phone, letter, email, or fax. Whenever possible, complainants are encouraged to work with staff at the first point of contact to have issues addressed. 

The complainant must fill out a complaint form which shall include the following information:

  • Contact details of complainant
  • Type of complaint
  • Details of the complaint (location, employee involved, resolution requested, date of complaint)
  • Signature and date

Anonymous complaints will not be accepted.

Complaint Resolution:

The Township will provide a final respondence to the complaint within 30 business days.  If this timeframe cannot be met, the Township will keep you informed of the status.  

If you are not happy with the outcome of the complaint process, or you feel like it was not handled correctly, you may contact the Ontario Ombudsman for further assistance. 

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