Complaints and Feedback

A complaint can be made if you are unhappy with the delivery of Regional services, or if you did not have a positive experience. The complaint may include the service itself; actions/lack of actions by an employee; or an issue with a policy, program, process or procedure.

It is important to remember that a complaint is different from an inquiry, feedback, compliment (nice words) or suggestion.

Examples of complaints include:

• You have requested something from a Regional employee, and the request has not been fulfilled in a timely manner.
• The service that you received was not as you expected it to be.
• You feel that you were not treated fairly.
• You have contacted the Region and did not receive a response.

When you have a complaint, contact the specific service area directly, either in person or by telephone at 905-668-7711 or toll-free at 1-800-372-1102. This conversation allows most issues to be resolved quickly. Our A-to-Z service listing will help you to figure out which area you should contact.

If, after speaking to someone, you are still not satisfied with how your concern has been handled, please submit a complaint via our Regional Complaint form.

Complete our Regional Complaint form

You should submit your complaint within two weeks of the event, or within 30 days at the latest. Once the right department has been notified, you will be contacted within five days.

If you prefer to submit your complaint by mail, you can send it to us at the following address:

The Regional Municipality of Durham
605 Rossland Road East, PO Box 623
Whitby, Ontario L1N 6A3

Please mark the envelope with "Confidential Complaint" and include the service area it should go to.

If you wish to submit feedback related to service you received from the Region, please use our Customer Service Feedback form.

Complete our Customer Service Feedback form

Corporate Complaint Handling Policy and Guidelines

We strive to deliver services with a strong focus on customer satisfaction and fiscal accountability for residents and members of the public. Details on how complaints regarding our services are handled can be found in our Corporate Complaint Handling Policy and Guidelines.

How long will it take to resolve a complaint

The resolution (or result) depends on the type of complaint, investigation that is needed, and specific departmental timelines. After the complaint investigation is complete, you will be notified of the outcome.

Region's Ombudsman

If you are not happy with the outcome of the complaint process, or you feel like it was not handled right, you may contact the Region's Ombudsman for further assistance.