Complaints and Feedback

The Town of Arnprior encourages residents and visitors to submit their feedback and concerns about Town programs and services. Through the Complaint Management and Resolution Policy, the Town strives to deliver high-quality customer service to our residents and visitors at all times. This webpage provides quick access to the Town's customer service systems as well as information on how the complaint management process works.

Resident Concerns

The Town utilizes a virtual complaint management system to receive, update and action requests from the public. Through this system, residents can submit their concerns including the following items:

Public Works (i.e. roads, sidewalks, winter maintenance, waste management, landfill, trees)
Recreation (i.e. Parks, Trails, Beaches, Marina)
Water Quality (i.e. water meters, sewer camera inspection requests, water quality/odour concerns)
By-Law Enforcement (i.e. animal control, property standards, clean yards, parking infractions, noise)

Submit Your Concern

Formal Complaints

For complaints related to human resources or concerns of a confidential nature, please use the form button to access the Formal Complaints Form. These concerns will be received by the Town Clerk and investigated in accordance with applicable Town policies.

Access the Formal Complaints Form

Feedback on the Town's Website

Our website is designed and written to meet the standards outlined in the Integrated Accessibility Standards Regulation (IASR). We endeavor to make all posted documents accessible for everyone. If you are not able to access information on this website or require alternate accessible formats and/or communications supports, please contact the Clerk's Office.

Give Us Your Feedback

Frequently Asked Questions

How do I use the Town's online portal to submit my complaint?

Below, we have included step-by-step instructions for entering a complaint through the Town's virtual complaint management system.

Using the Submit Your Concern button, a new window will open with the complaint entry form.
Enter your personal details noting that your name and email address are required fields.
Select the appropriate category that relates to your concern. For example, if you were concerned about a barking dog, you can select the "By-Law Enforcement - Animal Control" category.
Enter the details about your complaint and select the location of your complaint on the map.
You can also add documents, photos and other supporting documents using the
"Drag or click here to add documents and pictures" button.
Once you have completed the form, click on the "Submit" button. As an added security feature, a confirmation code will be sent to the email address that you indicated in your complaint. In order to submit your complaint, you will need to enter the four digit number that the system sends to your by email.
Your complaint has now been submitted with a new Concern ID number and it has been assigned to the appropriate staff member for review.

What information should I provide with my complaint?

The complainant must provide the following information in a respectful and transparent manner:

Details of what happened;
Where the issue being complained about occurred (location - is it within the Town’s jurisdiction);
When the issue being complained about occurred (date and time);
Who may have been involved;
What may or may not have been said or done;
What kind of resolution is being sought;
Contact details of the complainant.

What are the estimated timelines for the Town's response?

Each complaint will receive a preliminary response from the Town within three (3) days of their submission. However, depending on the nature of the complaint, wherever possible, the Town will provide a final response within 20 business days. In exceptional circumstances, where this timeframe is not feasible, the complainant will be kept informed of the status of their complaint on a regular basis.

What happens after I submit a concern through the Town's online form?

Once you create a new service ticket through the online portal, it will be assigned a Concern ID number and you will receive an email confirmation which will include this number (at the email address that you indicated on your complaint). Town staff will also receive notification of your concern and they will schedule it for review and action. Tickets are prioritized on a case-by-case basis, reflecting the facts of each individual case and the workplans of assigned staff. Notes are regularly added to each service ticket to indicate what action has been taken or what response was provided by assigned staff. Depending on the type of concern, a ticket may also be re-assigned to additional staff members to ensure that it is addressed by the proper individuals.

How can I inquire about the status of my concern?

Residents are encouraged to reach out to the Town in-person at Town Hall or by telephone at (613) 623-4231 ext. 1819 to receive an update concerning their service ticket. Please indicate your name or the Concern ID number so that Clerk's Office staff may locate your service ticket.