Complaints / Service Requests

R Zone

The Municipality of Grey Highlands is committed to fostering an environment where there is Respect for yourself; Respect for others; and Responsibility for your actions. The Municipality discourages any form of inappropriate behaviour at all municipal facilities, properties, municipally sponsored events and programs, in written or verbal communications (including email, text or phone), in municipal vehicles, or at any other location where municipal staff or Council are present. 

The Municipality of Grey Highlands is committed to responding to service requests and formal complaints about municipal programs, services, facilities, staff, and operational procedures consistently, and by following a clearly defined process. This process is in place to facilitate the response to requests for service and/or complaints arising from current levels of service being offered by the Municipality. The form should not be used as a means to request that Council increase services or requests to provide additional services beyond what is offered. 

What is a Complaint?

A complaint is an expression of dissatisfaction related to a Municipality of Grey Highlands program, facility, staff member, service, actions/non-actions or other matter arising where the citizen believes that the Municipality has not provided a service experience to their satisfaction. Formal complaints can be submitted using our online form. 

Note: Complaints related specifically to by-law infractions for investigation by our by-law enforcement officers should not be submitted via the form. By-law enforcement complaints can be made by calling the dispatch line at 1-226-910-1322.

What is a Service Request?

A service request is notifying the municipality of an issue or request whether it be a matter of maintenance, safety, or otherwise.  We appreciate these types of submissions as we may not be aware of the issue and can address if faster. Examples of service requests could be a street light out, potholes, or missed garbage collection. You can submit a service request using our online form.

This form should only be used to request service within the current operations and should not be used to request additional services beyond the current service level being offered. 

Place a service request or make a formal complaint

Please complete the online Service Request / Complaint form and submit it by:

Mail:
Municipality of Grey Highlands

206 Toronto Street South 

Markdale, ON N0c 1H0

 Or

Email: info@greyhighlands.ca

In person: Forms may be dropped off at the Administration office, 206 Toronto Street South, Markdale, Monday-Friday from 8:30 a.m. to 4:30 p.m.

Complaint Process

Once a formal written complaint is received about municipal programs, services, facilities, staff, and operational procedures currently offered, it will be acknowledged in writing (via email) within two business days. It will be tracked and assigned for response. If the response takes longer than 30 business days, you will be informed of the delay.

If the complaint involves the Chief Administrative Officer, the Mayor will investigate and respond.

For more information, see the Complaints Policy.