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The Region of Waterloo is committed to handling complaints in an open and timely manner.

What is a complaint?

A complaint is a statement made by a person who is unhappy or not satisfied with a service they have received. The person may say the issue needs to be solved, or there may be an obvious expectation that the issue is resolved. A complaint can relate to:

  • Regional programs or services
  • Failure to meet our set standard of service
  • Staff behaviour
  • Any action or lack of action by staff affecting an individual or group

General feedback about improving our services is not considered a complaint. To make a complaint to the Region of Waterloo, you may be asked to provide:

  • Contact information
  • Details of what happened
  • Where it happened 
  • When it happened
  • Who was involved
  • What you want to happen to solve the issue

You can submit anonymous complaints but staff may be limited in their ability to fully investigate or resolve your complaint.

If you would like to make a complaint, please complete our online complaints form. If you need immediate assistance, or need an alternate format:

The Region welcomes customer feedback and is committed to improving our services. General feedback about our services can be received through public consultations, or by completing our feedback form.

 

All 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. Please see our Guidelines for Complaints Management for more information on how we handle customer complaints.

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