Client Service and Complaints Policy

Table of Content

• Purpose
• Policy
  • Response Times
  • Client Service Etiquette
• Residents Reporting an Issue
• Formal Complaints by Residents
• Accessibility
• Training

Purpose

The Client Service and Complaints Policy sets service standards, etiquette, and accessibility commitments, ensuring consistent service and a clear process for formal complaints.

Policy

Response Times

How Quickly We Respond

Phone calls & voicemails: within 2 business days.

Emails: within 2 business days.

Social media messages/comments: within 2 business days when a response is needed. Staff follow the Township’s Communication Policy and Social Media Response Chart for guidance.

Letters or regular mail: within 5 business days, when possible.

Response times apply during regular business hours: Monday to Friday — 8:30 a.m. to 4:30 p.m.

When More Time Is Needed

We will acknowledge your request within the response timelines above.

A full response or update will follow as soon as possible based on the situation.

Client Service Etiquette

When You Visit Us

A staff member will always be present at reception to greet and assist you.

If the phone rings while a resident is being helped, staff will:

Excuse themselves briefly;

Answer the call;

Ask the caller to hold or request a call back;

Continue helping the resident in person.

Staff visiting residents in the community will always carry Township identification.

When You Contact Us

If staff are away or unavailable, they will use an automatic email reply with:

When they will return;

An alternate contact for urgent matters.

If staff do not know the answer, they will:

Follow up with the resident later; or

Connect the resident with a supervisor (in person, by phone, or by appointment).

Service Interruptions

If services or facilities are disrupted, the Township will notify residents as soon as possible.

Notices will be shared through the most appropriate channels:

Website

Email subscription lists

Social media

Signs posted at facilities

Notices will include the reason, expected duration, and any alternatives available.

Health, Safety & Respect

Employees may end a conversation if a resident uses threatening, aggressive, or inappropriate behaviour or language.

When safe, staff will give a warning before ending the interaction.

Under Ontario’s Occupational Health and Safety Act, the Township must provide a safe workplace free from violence, threats, and harassment.

Outside Business Hours

If approached outside working hours, staff will kindly direct residents to:

Our website

Email

Voicemail

Requests will be addressed during regular business hours.

Referring Your Inquiry

If your concern belongs to another Township department, staff will forward it or provide the right contact.

If the matter relates to another government or private organization, we will share contact details (when available).

If your request falls under the United Counties of Prescott and Russell (e.g., County roads), staff can:

Forward your request directly to UCPR; or

Provide contact information so you may follow up if needed.

Residents Reporting an Issue

In this policy, reporting an issue includes:

a request for service (for example a pothole, missed waste collection, fallen tree, parking infraction, or other matter relating to municipal services);

a general inquiry, opinion or feedback, comment, or interest in a municipal program, service, or process; or

a suggestion or idea to improve services, programs, or processes.

Reporting an issue is different from submitting a formal complaint. Clients who report an issue will receive a response within the standard timelines outlined in this policy.

To report an issue:

email the responsible department directly, or the general email at info@russell.ca;

call us at 613-443-3066; or

meet in person with the responsible department (scheduling an appointment is highly recommended).

Formal Complaints by Residents

A formal complaint is a way to report dissatisfaction when the Township did not follow its policies, procedures, or by-laws in the delivery of a municipal program or facility.

For more information in regards to Formal Complaints, please view our Formal Complaints webpage.

Accessibility

All accessibility standards for client service and accessibility-related complaints about client service will follow the Township’s Accessibility Standards for Client Service Policy.

Training

To ensure a consistent and professional client service experience, the Township invests in training, development, and encouragement for all levels of employees within the Corporation of the Township of Russell.