main Image


How Southwest Middlesex Deals with Complaints

Southwest Middlesex aims to deliver exceptional services in a manner that is equitable and accessible.  If you are dissatisfied with the service that you receive we want to make it easy for you to be able to make a complaint and to understand the process for investigation.  

We recommend that you first speak directly with the service area where you have an issue either in person or by telephone.  Most complaints can be dealt with this way and promptly resolved.  

If you are still unhappy, and there is a legislated or procedural system for dealing with your complaint or concern, the program area staff will advise you of the next steps.

If you are concerned about whether or not the actions and decisions of staff are fair and reasonable, and in a manner that is consistent with legislation, policies and procedures, you may contact the Chief Administrative Officer (CAO) for Southwest Middlesex who will conduct a thorough review of the complaint.  

How to Submit a Complaint to the CAO

Please complete the Southwest Middlesex Services Complaint Form (Fillable PDF) and send it to the CAO through one of the following options:

By Mail to:

Chief Administrative Officer
Southwest Middlesex,
153 McKellar Street,
Glencoe  ON  N0L 1M0

By Email to:

The Process

If you have a complaint about an administrative action or decision, and there is no other mandated complaint or appeal system, the process is that the CAO will investigate upon 14 days of receiving the complaint.

The CAO will take the necessary time to investigate the complaint, and then report back to the complainant within 14 days of finalizing the investigation.

Anonymous complaints cannot be accepted or investigated.

The information that you provide is collected under the authority of the Municipal Act, 2001 and will be used to investigate the complaint and may be used for contact purposes.  While investigating your complaint, in accordance with the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), Southwest Middlesex will only disclose your personal information to staff who require the information to perform the investigation.  Your personal information will not be shared with anyone else unless you provide written consent for such sharing or where Southwest Middlesex is compelled by law to do so.