Town of Kearney Complaint Policy – Step-by-Step Summary
1. Purpose
To promptly and effectively address public concerns about Town programs, services, facilities, or staff, and use complaints to improve service delivery.
2. What Counts as a Complaint
A complaint is:
- Dissatisfaction with a Town service, program, facility, or staff member.
- A situation where a response or resolution is expected.
Not considered complaints:
- Service requests or missed service notifications.
- General inquiries or suggestions.
- Compliments or expressions of approval.
- Issues governed by law, Council decisions, or external tribunals.
3. Frontline Resolution
- Complainants should first try resolving issues directly with the relevant department.
- Staff are empowered to resolve verbal complaints informally.
- All employees are responsible for preventing complaints and improving services.
4. Formal Complaint Process
Step 1: Filing
- Submit a written complaint to the Clerk’s Department using the official form (Schedule A).
Step 2: Acknowledgement
- Clerk logs and forwards the complaint.
- Written acknowledgment sent within 10 business days.
Step 3: Investigation
- Department Head investigates (unless named in complaint).
- CAO or Mayor may appoint an external investigator if needed.
- Investigation may include reviewing legislation, policies, documents, and interviews.
Step 4: Decision
- Response provided within 30 calendar days of acknowledgment.
- Includes findings, substantiation status, and any actions taken.
- If delayed, complainant is notified with a new timeline.
Step 5: Record Keeping
- Complaint and response filed with Clerk’s Department.
- If staff are involved, record added to personnel file.
5. Appeals
- No formal municipal appeal process.
- Unresolved complaints may be brought to Council or the Ontario Ombudsman