A complaint is an expression of dissatisfaction regarding a Township program, service, facility, staff member, or Council member, where a resident feels their service experience did not meet expectations and is seeking a response or resolution. Complaints may relate to any of the following:

• Timeliness of service.

• Quality of service.

• Access to service.

• Conduct of a member of staff or Council.

If you have a concern, please contact the Township of Seguin Municipal Office by phone or in person. Many matters can be resolved at this initial stage. If resolved to your satisfaction, no further action is required.

All complaints are handled confidentially in accordance with the Municipal Freedom of Information and Protection of Privacy Act.

If the issue cannot be resolved informally, a formal written and signed complaint must be submitted to the Municipal Clerk and include:

• What happened

• When and where it occurred

• Who was involved

• What was said or done

• The resolution you are seeking

• Your contact information (including a required telephone number and preferred method of contact)

Submit written complaints in person, by mail, or by fax to:

Municipal Clerk
Township of Seguin
5 Humphrey Drive
Seguin, ON P2A 2W8
Fax: 705-732-6347

Township staff will assess, investigate, and respond in writing. If you are not satisfied, the complaint may be escalated through supervisory review and, if necessary, to senior administration.

If internal review does not resolve the matter, you may contact the Office of the Ombudsman of Ontario. The Ombudsman is an office of last resort, and residents are encouraged to complete the Township’s complaint process first.

A complaint will be closed once a resolution or explanation has been provided, or once all internal and external review options have been completed.

Complaints may be deemed frivolous or vexatious if they are repetitive, made in bad faith, or represent an abuse of the complaint process. In such cases, the complainant will be notified in writing with reasons for the decision.