Ombudsman Services

About the Municipal Ombudsman

The Municipal Ombudsman provides an independent and impartial review of concerns about the administration of town services, programs, and decisions. This office helps ensure that residents are treated fairly and that municipal processes follow the principles of good governance.

The Ombudsman operates at arm’s length from Town Council and municipal staff, offering a confidential and unbiased avenue for resolving complaints.

What the Ombudsman Can Review

Residents may contact the Ombudsman regarding concerns about:

  • Administrative decisions made by municipal departments
  • Delays, lack of communication, or unclear processes
  • Access to municipal services
  • By-law enforcement practices
  • Fairness in how policies and procedures are applied
  • Issues not resolved through regular municipal complaint channels

If you are unsure whether your concern falls within the Ombudsman’s mandate, you are welcome to reach out for guidance.

What the Ombudsman Cannot Review

Some matters fall outside the Ombudsman’s authority, including:

  • Decisions of Town Council
  • Matters before the courts or tribunals
  • Private disputes between residents or businesses
  • Issues under the jurisdiction of other oversight bodies (e.g., Ontario Ombudsman, Integrity Commissioner, Closed Meeting Investigator)

How the Process Works

1. Try the Town’s Standard Complaint Process First

Most issues can be resolved directly with the department involved. Residents are encouraged to speak with staff or submit a formal complaint through the Town of Kearney's regular channels.

2. Contact the Ombudsman

If the issue remains unresolved, the Ombudsman can review the matter. The process is:

  • Confidential
  • Free of charge
  • Independent from municipal administration

3. Early Resolution

Many concerns are resolved quickly through informal discussions and clarification.

4. Investigation (If Needed)

If a deeper review is required, the Ombudsman may conduct a formal investigation and make recommendations to improve fairness and service delivery.

 Commitment to Residents

  • Impartiality: The Ombudsman does not advocate for either the Town or the complainant.
  • Confidentiality: All inquiries and complaints are handled discreetly.
  • Accessibility: Services are available to all residents.
  • Fairness: Every concern is reviewed objectively and respectfully.

How to Submit a Complaint

Residents can contact the Ombudsman by:

Please include as much detail as possible, including dates, departments involved, and any steps already taken.