SUBJECT: PROCEDURE FOR FILING OF AND RESPONDING TO
INQUIRIES AND/OR CONCERNS
The purpose of this policy is for the fair and impartial investigation and resolution of all inquiries and/or concerns received by the Township of Rideau Lakes Staff and/or Members of Council.
This policy statement provides an overview of the procedures which will be followed:
1. When an inquiry and/or concern is being filed.
2. Distribution and/or handling of an inquiry and/or concern.
3. Response time frame to an inquiry and/or concern.
FILING OF A COMPLAINT
An inquiry and/or concern must be in writing, dated and signed by the complainant, and delivered to one of the following:
1. Chief Administrative Officer
3. Department Head
4. Member of Council.
The written inquiry and/or concern must include the following:
1. Location of incident or concern.
2. Date incident or concern occurred.
3. Name of property owner, where applicable.
4. Details on incident or concern.
DISTRIBUTION OF COMPLAINT FORM
When a written inquiry and/or concern is provided to a Member of Council, the Member of Council will immediately pass the written inquiry and/or concern to the Chief Administrative Officer and/or the Clerk. The inquiry and/or concern will be reviewed and a copy will be given immediately to the appropriate Department Head.
When a written inquiry and/or concern is provided directly to a Department Head, the Department Head will respond to the issue, and will only provide a copy of the inquiry and/or concern to the Chief Administrative Officer and Clerk in unusual circumstances.
All written inquiries and/or concerns will be met with expediency.
A response will be provided when the inquiry and/or concern has been addressed.
When an inquiry and/or concern requires the attention of a particular committee, the Department Head will ensure that the Committee is so informed.
This Policy was approved by Resolution of Council dated March 6, 2000.