Municipal Complaint Policy
Policies
Policy Number: CP-2025-03
Last Updated: 2025
PDF - 109.72KB
Details
| Purpose | Specifies a standard procedure for the Town to effectively manage and resolve formal complaints related to concerns with Town services, programs, administrative or operational procedures. |
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Purpose
The Municipal Complaint Policy (Policy) provides a standard procedure for the Town of Midland (Town) to efficiently manage and resolve formal complaints related to concerns with Town services, programs, administrative or operational procedures. Results of a complaint review can create opportunities to improve or refine programs, optimize and enhance service delivery and foster ongoing customer service excellence.
Policy Statement
The Town of Midland is committed to addressing citizen concerns through a positive and constructive customer-centred approach. Understanding that some situations may require escalation to a formal complaint, this Policy outlines the Town’s commitment to providing a transparent and consistent review process and to follow up with a final resolution in a timely, confidential, fair and unbiased manner.