The formal complaints handling procedure outlined below describes how the City of London manages formal complaints.
What is a formal complaint?
A formal complaint is an expression of dissatisfaction related to a City of London program, service, or interaction with a staff person. We are committed to excellent customer service and continuous improvement, so please call us at 519-661-CITY (2489) to submit your complaint or fill out our online form.
What is not considered a formal complaint?
If you are a resident who is seeking service (e.g. your garbage was missed or you have spotted a pothole) you may submit a service request through the Service London Portal or call 519-661-CITY (2489) to connect with the appropriate department.
- Request for Service: A request made to the City of London for a specific service or to notify the City that a scheduled service was not provided on time. Some examples of service requests include: reporting a traffic signal outage; expressing the need for a new bike rack; and identifying invasive species (e.g. noxious weeds, phragmites) in a City park.
- Request for Information: A request for information regarding a City of London product or service made by a resident that is resolved at the point of service delivery. Examples of requests for information include inquiring about hours of operations, the date of the next Council meeting, or the cost of a permit.
Some types of complaints are exempt from this process, including:
- Complaints made in bad faith;
- Internal employee complaints or concerns;
- Complaints related to Dearness Home;
- Complaints about Elected Officials;
- Committee and/or Council decisions;
- Matters addressed by legislation or an existing municipal by-law;
- Matters that are handled by tribunals, courts of law, quasi-judicial boards, etc.;
- Violations of Canada’s Criminal Code – these should be reported to and dealt with by the police.
Formal Complaints Handling Procedure
- The City of London aims to acknowledge your concerns within two business days of receiving the information. If you are making a verbal complaint you may be asked to put it in writing, especially if it involves a serious or complex matter.
- Our staff will work with you to address your concerns and provide you with an outcome as soon as possible. We strive to address all complaints within 30 days of receipt.
- Please note, if a more in-depth investigation is required, the timeframe may need to be adjusted. An investigation may involve additional staff and the review of documentation, applicable policies, guidelines and/or by-laws.