Policy - Compliments and Complaints - 20250303
100 John West Way
Aurora, Ontario
L4G 6J1
(905) 727-3123
aurora.ca
Town of Aurora
Policy
Legislative Services
Contact: Town Clerk
Approval Authority: Chief Administrative Officer (C.A.O.)
Effective: September 22, 2017
Revised: March 3, 2025
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Compliments and Complaints
Purpose
The purpose of this policy is to outline the principles and processes for the disposition
of complaints related to services delivered by the Town of Aurora. This policy and
accompanying standard operating procedure provide for a local dispute resolution
process before complaints are escalated to the Ontario Ombudsman. This policy
attempts to ensure that any response and review of complaints is fair, impartial and
respectful to all parties involved. This policy also provides a mechanism for the public
to express their approval for the efforts of a staff member while completing the duties
associated with their position.
Scope
This policy applies to complaints and compliments made by residents of the Town of
Aurora and should be used when residents are not satisfied with the results of informal
discussions that have been had with Town of Aurora staff. This policy does not apply to
complaints made by employees, contractors, or volunteers working on behalf of the
Town, complaints about members of council or issues already addressed by legislation
or an existing municipal by-law or policy.
Definitions
Complainant
A member of the public making a complaint under this policy.
Complaint
A written expression of dissatisfaction about services, actions, or lack of actions by an
employee, contractor or volunteer of the Town of Aurora by a member of the public.
Examples include but are not limited to perceptions of:
• A failure to do something agreed to do
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• A failure to observe policy or procedures
• An error made by an employee, contractor, or volunteer of the Town
• Unfair or discourteous actions or statements made by an employee, contractor,
or volunteer of the Town
• Access, or lack thereof, to services
• Timeliness of service
• Quality of service
Compliment
An expression of approval for a Town of Aurora program, service, facility or staff
member.
Frivolous
A complaint that is reasonably perceived by Town staff to be without reasonable or
probable cause, without merit or substance, or trivial.
Harassment or Harass
Involves engaging in a course of behaviour, comment or conduct, whether it occurs
inside or outside the work environment, that is, or ought reasonably to be known to be
unwelcome. It includes but is not limited to any behaviour, conduct or comment by a
member of the public that is directed at or is offensive to another person:
• On the grounds of race, ancestry, place of origin, colour, ethnic origin, citizenship,
creed, sex, age, disability, sexual orientation, marital status, or family status, as
well as any other grounds under the provisions of the Human Rights Code, R.S.O.
1990, c. H.19
• Which is reasonably perceived by the recipient as an intention to bully,
embarrass, intimidate or ridicule the recipient
Ombudsman
The Ombudsman of Ontario or the Ombudsman appointed by council in accordance
with Section 223.13 (1) of the Municipal Act, 2001, S.O. 2001, c. 25, as amended where
applicable.
Town
The Corporation of The Town of Aurora.
Vexatious
A complaint that is frivolous and which is pursued in a manner that is reasonably
perceived by Town staff to be malicious, intended to embarrass or harass the recipient,
or intended to be a nuisance.
Policy
The Town is committed to promptly and effectively addressing systematic program and
service delivery concerns raised by members of the public. This policy assists the
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municipality in providing excellent service to the public and contributes to the
continuous improvement of the Town’s operations. Wherever possible, the Town
attempts to address concerns from members of the public through discussions in an
informal manner. Anonymous, frivolous or vexatious complaints, or if the complaint is
initiated with the intent to embarrass or harass an employee, will not be considered.
This determination can be made by the Town Clerk and / or the C.A.O.
Examples of complaints that could be made under this policy are as follows:
• A failure to do something agreed to do
• A failure to observe policy or procedures
• An error made by an employee, contractor, or volunteer of the Town
• Unfair or discourteous actions or statements made by an employee, contractor,
or volunteer of the Town
• Access, or lack thereof, to services
• Timeliness of service
• Quality of service
When informal discussions do not lead to a satisfactory resolution, a member of the
public may file a formal complaint on the form linked in the references section of this
policy. A member of the public may use the same form to compliment the Town of
Aurora. In this case, the Town Clerk will forward the compliment to the appropriate
director who will pass it along to the employee(s) associated with compliment.
Responsibilities
Not applicable.
Monitoring and Maintenance
C.A.O. / directors / managers / supervisors and employees should work collaboratively
to resolve issues related to this policy. Any employee found to be disrespecting the
terms of this policy other than under exceptional circumstances, emergencies or
operational requirement is subject to an investigation and discipline deemed
appropriate by their immediate supervisor, Human Resources, the Town Clerk and / or
C.A.O.
This policy will be reviewed two years from its effective or revision date, in accordance
with the Town of Aurora’s policy maintenance schedule.
References
• Human Rights Code, R.S.O. 1990, c. H.19
• Municipal Act, 2001, S.O. 2001, c. 25
• Form – Compliments and Complaints
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• Standard Operating Procedure – Compliments and Complaints