Complaints

Members of the public, Council members and Township staff may file a complaint with the Integrity Commissioner if they believe a member of Council has not followed the Council Code of Conduct.

Filing a Complaint

All complaints must be submitted using the Breach of Council Code of Conduct Form.

You can:

• Download and complete the form below, or
• Request a printed copy at Town Hall

Breach of Council Code of Conduct Form

Cost: $250

Council members seeking advice (not filing a complaint) must contact the Clerk’s Office to obtain a Request for Advice Form.

Required Documents

Your complaint must be submitted in a sealed envelope marked “private and confidential” and have the following information:

• Your name, mailing address, telephone number and email address
• An original copy of your completed Breach of Council Code of Conduct Form
• An original copy of the Additional Information Form, if applicable
• Any relevant documentation
• A cheque for $250 made payable to “Township of Russell”.

Submit your complaint by regular mail, the outdoor drop box to the left of the Town Hall entrance, or to the reception desk at Town Hall, addressed to:

Township of Russell, Clerk’s Office
Attention: Tony Fleming, Integrity Commissioner
717 Notre-Dame Street
Embrun, ON K0A 1W1

Consult the Integrity Commissioner page for more information.

A formal complaint is used to report a concern when the Township has not followed its policies, procedures or by‑laws while delivering a municipal program or facility.

Formal complaints are handled under the Township of Russell’s Customer Service Policy

What a Formal Complaint is NOT For

Do not submit a formal complaint for:

• Service requests (such as potholes, missed waste collection, fallen trees or parking issues)
• General questions, comments, feedback or opinions
• Ideas or suggestions to improve programs or services

If you need service or want to submit feedback, please use the Help, Inquiries and Feedback form.

The formal complaint process also does not apply to:

• Issues governed by other legislation
• Decisions made by Council, a board or a committee
• Internal employee complaints
• Matters handled by tribunals, courts or other jurisdictions

How to Submit a Formal Complaint

• Submit a Formal Complaint through our online Formal Complaint form.
• Request a printable copy from the Clerk’s office at Clerk's Office or 613-443-3066 and submit it by email, at a client services counter or by mail at Township of Russell, 717 Notre-Dame Street, Embrun, ON K0A 1W1.

Once submitted:

• You will receive a complaint number and written acknowledgement
• Your complaint will be forwarded confidentially to the appropriate department

What Happens Next?

Department review

• The department will acknowledge your complaint within 3 business days
• A meeting may be requested, if needed
• A full response is typically provided within 30 days

Escalation (if unresolved)

You may request a review by:

• The Department Director
• The Chief Administrative Officer (CAO)

Each level will acknowledge your complaint within 3 business days and usually provide a response within 30 days.

Final step

If your concern remains unresolved, you may contact the Ontario Ombudsman.

Important Information

• Anonymous or incomplete complaints will not be addressed.
• Department Directors may determine whether a complaint is frivolous or vexatious, with support from the CAO if required.
• All complaints are handled confidentially in accordance with the Municipal Freedom of Information and Protection of Privacy Act.

Accessibility

All accessibility‑related complaints and customer service standards follow the Township’s Accessibility Standards Policy.

Submit a Formal Complaint

1Contact Information

2Complaint Details

3Disclaimers

Contact Information

Name(Required)

First

Last

Address(Required)

Street Address


City


Postal Code

Email(Required)

Telephone Number(Required)

Next

Complaint Details

What is the nature of the complaint? Please elaborate on what actions happened, who was involved, dates, and times.

Would you like to provide supporting documentation or photos?(Required)

Yes

No

File

Attach your supporting documentation and/or photos.

Drop files here or
Select files

Accepted file types: jpg, gif, png, pdf, Max. file size: 256 MB.

How would you like to see your complaint resolved?(Required)

Back Next

Disclaimers

Please note that:

• Formal complaints received anonymously, or with an incomplete Formal Complaint Form, will not be addressed. The client will be notified where possible.
• Directors have 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.
• The Township’s formal complaint process does not apply towards matters relating to non-municipal services, such as issues addressed by other legislation; a decision of Council, board, or committee; internal employee complaints; or matters that are handled by tribunals, courts of law, quasi-judicial boards, or other jurisdictions.

Signature(Required)

Date of Signature(Required)

Back Submit