Consistent with our Customer Service Policy, Customer Service Principles and our Customer Complaint Policy, the Township of Adjala-Tosorontio values our customers and is committed to providing excellent customer service in all aspect of our business. 

Our Customer Service Principles

The Township of Adjala-Tosorontio is committed to delivering exceptional service to our community.

 Serve all customers with professionalism, skill and knowledge
  • Be courteous and helpful
  • Identify ourselves to customers by using our first name and the department in which we work
  • When customer needs cross into a different department or level of government, strive to make the transfer as person-centred as possible
  • Respond to customer requests in a timely, accurate manner - we commit to responding to customer inquiries across all supported service channels (in-person, phone, email, website, our official Facebook page and our official Twitter account within 2 business days
Act with integrity and treat customers with dignity and respect
  • Treat customers fairly and honestly while complying with all our policies, by-laws and regulation
  • Be person-centered and consistent when applying judgment and discretion
 Ensure our services are accessible for all customers
  • Ensure all customer service activities, processes, and standards are accessible to all
  • Meet or exceed all AODA regulations
 Ensure a safe and respectful workplace for all
  • A respectful workplace is a safe place for everyone who enters our doors, therefore harassment and violence will not be tolerated in our workplace.
Constantly monitor and continuously improve service interactions across channels
  • Provide our service in the most cost-effective and timely manner possible
  • Be accountable to all customers and use feedback to improve our performance and service to our customers
  • Measure and improve work processes by implementing innovative ideas, applying appropriate technology, training staff to be helpful and knowledgeable, and encourage teamwork among staff

Customer Complaint Policy

Customers may not always be satisfied with a service provided and should have the ability to express their issues or concerns to frontline staff providing the service. Customers are required to notify frontline staff in the department providing the service of their dissatisfaction with the intent of reaching a satisfactory resolution. Township employees will resolve issues or concerns of a customer to the best of their ability, working within our policies, by-laws and regulations.

If a customer is not satisfied with the handling of their complaint via regular customer service channels or by frontline staff, a formal complaint can be submitted.

 Submit a Complaint