Formal Complaints

What is a "Formal Complaint"?

A formal complaint is an official expression of dissatisfaction towards how the Township of Russell delivered/delivers a municipal program, service, or facility, where the client’s experience did not meet specific standards set out in a Township of Russell policy, procedure, or by-law.

What Cannot be Addressed by a Formal Complaint?

Submitting a formal complaint is not for:

If you want to request service, ask a question, or make a suggestion, please use our Report an Issue form instead.

The formal complaint process does not apply towards matters relating to non-municipal services, such as:

• issues addressed by other legislation.
• a decision of Council, a board, or a committee.
• internal employee complaints.
• matters that are handled by tribunals, courts of law, quasi-judicial boards, or other jurisdictions.

Formal Complaint Process

To file a formal complaint:

1. Complete a Formal Complaint Form and submit it directly to the Clerk’s Office, either:
   • through the online Formal Complaint Form on our website (see below)
   • in-person at a client service counter;
   • by email to the Clerk; or
   • by regular mail at Township of Russell, 717 Notre Dame Street, Embrun, Ontario, K0A 1W1.
2. The Clerk’s office will acknowledge to the client, in writing, that the complaint has been received and will provide the client with the complaint number for reference. The Clerk’s office will forward the complaint, in confidence, to the appropriate department without delay and without added comments.
3. In most cases, within three business days of receiving the complaint, the applicable department will acknowledge to the client, in writing, that the complaint has been received and is under review. The department may request to meet with the client to resolve the complaint. In most cases, a full response will be given by the department to the client, in writing, within 30 days. The response will include any actions the Township has or will take moving forward, or the reasons why the complaint is considered frivolous or vexatious, if applicable.
4. If an agreement or understanding cannot be reached between the client and the department, the client may escalate the matter to the departmental director, and subsequently to the Chief Administrative Officer.
5. In most cases, within three business days of receiving the escalated complaint, the departmental director or Chief Administrative Officer (or their designates) will acknowledge receipt of the client’s complaint in writing. The departmental director or Chief Administrative Officer may request to meet with the client to resolve the complaint. In most cases, a full response will be provided within 30 days. The response will include any actions the Township has or will take moving forward, or reasons why no action will be taken in regard to the complaint.
6. If the client has already escalated a complaint to the Chief Administrative Officer, and feels their complaint is unresolved, the client may contact the Ontario Ombudsman. The Ombudsman will independently receive, review, and investigate complaints, and provide a report of its activities and investigations. This step may only to be taken once all steps above have been exhausted.

Departmental directors have the discretion to determine if a formal complaint is considered frivolous or vexatious in nature. If the Director is uncertain, the Chief Administrative Officer will be consulted.

All formal complaints will be dealt with in a confidential manner according to the Municipal Freedom of Information and Protection of Privacy Act. Information will be collected, used and disclosed in accordance with the Act.

Formal Complaint Form

Submit a Formal Complaint through our online form or request a printable copy by contacting the Clerk's office.

Submit a Formal Complaint Online

Client Service Policy

Formal Complaints are part of the Township's Client Service Policy.