Contact(s)
Submitting a Complaint to the City:
The City of Orillia is committed to ensuring a consistent and transparent process to respond to complaints received from members of the public regarding City programs, facilities, services, staff and operational procedures.
What is a Complaint?
A complaint is an expression of dissatisfaction about the action or lack of action taken, operations, facilities or the service provided by the City of Orillia or by a person or body acting on behalf of the City of Orillia.
A complaint is distinct from:
- A request for service: A request made to the City for a specific service, or to notify the City that a scheduled service was not provided on time. Examples include:
- By-law or parking infraction
- Building Issues such as abandoned buildings, building permits, fences, property lines, signs,water drainage/flooding from neighbour
- Clean & Clear such as excess debris in yard, grass/weeds in over 8 inches in height, storage of unlicensed or inoperative motor vehicles
- Fire Hazards/Concerns
- Landlord/Tenant Complaint (Property Standards) such as cleanliness, electrical problem, inside repair/maintenance, leaks, mould, plumbing problem
- Missed garbage collection
- Road Concern such as potholes, culverts, ditches, drainage/flooding, snow removal/plowing, streetlights, sweeping sand, trees on roadway
- Water/Sewer such as no water service, broken water line or watermain, low pressure, repair needed to asphalt or boulevard from breaks, sewer backing up, taste of water
- Enquiry: A general or specific request for information regarding a City of Orillia service (not listed above).
- Feedback/Suggestions: An opinion, comment or expression of interest in a City of Orillia program or service.
- Compliments/Commendations: An expression of approval for a City of Orillia service, staff member, program, product or process.
Submitting a Complaint
In order to submit a formal complaint to the City, you will be asked to provide the following information:
- Details of what happened.
- Where did this happen?
- When?
- Who was involved?
- What was said or done?
- What kind of resolution is being sought?
- Your name and contact details. Anonymous complaints are difficult, if not impossible, to assess or investigate. Complaints that are received without a name or contact information will be dealt with at the discretion of the department head.
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.
If after your complaint has been addressed by an employee and you are not satisfied with the outcome, you may request that the employee escalate the complaint or you may contact Lori Bolton, Director of Human Resources at lbolton@orillia.ca.
The City has established an internal procedure to ensure that all complaints are investigated using a consistent and uniform process. All complaints are treated confidentially to protect your privacy. However, you should be aware that in investigating a complaint, the circumstances may indirectly identify you.
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