Compliments or Complaints

We Value Your Feedback!

The survey will take less than two minutes to complete and seeks to identify:

• your overall customer service experience at the Town
• types of customer experience interactions you’ve had with the Town
• overall level of satisfaction with customer service
• suggestions for areas of opportunity in customer service

The survey is available both online or at customer service counters throughout the organization.

Results of the customer service survey will also be used to inform the Corporate Customer Service Standards that is in development this year and is scheduled to be presented to Council in the fall. The assessment is ongoing, and it is expected that follow-up surveys and other methods for feedback will be required for continuous improvement, so stay tuned for updates. Participation is voluntary, and all individual responses are kept confidential.

For more information and questions regarding municipal services, contact Customer Service at customerservice@cobourg.ca. 

Complaints or Compliments

The Town of Cobourg is committed to customer service improvement. While we thank you for your compliments, we will also work hard to deal with all complaints fairly and as quickly as possible.

The Town of Cobourg is committed to continuous improvement and open communication with the public in a method and by a process where comments; whether positive or negative are dealt with fairly, in a respectful manner, and are addressed as quickly as possible.

For more information please refer to the Town of Cobourg Public Comment and Complaint Policy LEG-ADM19.

What is a complaint?

A complaint is when a person is not happy with a Town of Cobourg program, service, facility or staff member. A complaint is not a request for service. Examples include:

• I wasn't notified of a public meeting
• I was treated poorly by a staff member
• A program ended abruptly and I wasn't made aware of this

How do I submit a complaint or compliment?

To submit a complaint or compliment regarding a Town of Cobourg program, service, facility, or staff member, where you believe that the Town has not provided (or has provided) a service experience to your satisfaction at the point of service delivery.

All complaints will be dealt with in a confidential manner according to the Municipal Freedom of Information and Protection of Privacy Act.

Collection of data disclaimer Personal information contained on this form is collected under the authority of the Municipal Act, 2001, S.O. 2001, c. 25 and will be used for the purposes of administering your request for, and use of, Compliments and Complaints Form.

Citizens are encouraged to submit public comments and complaints to the Town of Cobourg in writing. Individuals submitting a comment will be asked to provide the following information:

• Details of what happened;
• Where it happened;
• Who was involved;
• What was said or done;
• What kind of resolution is being sought, if any;
• Contact information of the individuals submitting the comment.