What is a "Formal Complaint"?

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.

Formal complaints are part of the Township of Russell's Customer Service Policy.

Submitting a Formal Complaint is NOT for:

  • a request for service (for example potholes, missed waste collection, fallen tree, or parking infraction);
  • 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.

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.

How to Submit a Formal Complaint

  1. Complete the Formal Complaint Form and submit it to the Clerk’s Office:
    • Online: via our website
    • In-person: at a client service counter
    • Email: clerk.greffe@russell.ca 
    • Mail: Township of Russell, 717 Notre-Dame Street, Embrun, ON K0A 1W1
  2. You will receive a complaint number and written acknowledgment.
  3. The complaint will be forwarded confidentially to the relevant department.

What Happens Next?

  1. Department Review: Within 3 business days, the department will acknowledge receipt and may request a meeting. A full response is typically provided within 30 days.
  2. Escalation: If unresolved, escalate to:
    • Department Director
    • Chief Administrative Officer (CAO)
    • Each will acknowledge within 3 business days and provide a response, usually within 30 days.
  3. Final Step: If still unresolved, you may contact the Ontario Ombudsman.

Disclaimers

  • Anonymous or incomplete complaints will not be addressed.
  • Department Directors may decide if a complaint is frivolous or vexatious; the CAO can be consulted if unsure.
  • All complaints are handled confidentially under the Municipal Freedom of Information and Protection of Privacy Act.

Accessibility

All accessibility standards for customer service—along with the process for submitting and addressing accessibility-related complaints—will follow the Township’s Accessibility Standards Policy.

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 (add link to “Client Service Policy”).