- Ensure accurate response or transfer to appropriate contact.
- Make information easy to understand.
Customer Service
Our customer service desk is open from 8:30 a.m. to 4:30 p.m., Monday to Friday, except on Statutory Holidays.
On this page
Connect with us
- Email customer service
- Phone 905-318-5932
- Visit the County Administration Building, 53 Thorburn Street South
- Use the dropbox at the side of the Administration Building along Chippewa Street
Report a Concern
We encourage you to please report any concerns you are experiencing with services and programs offered by Haldimand County, so that staff can resolve the issue to the best of their ability within an appropriate timeframe.
Steps for reporting an issue
- Report the service issue to the related division.
- Submit a formal complaint next if:
- your issue remains unresolved after an appropriate timeframe,
- you are unsatisfied with the resolution,
- you want to report a staff complaint or council concern.
Report the service issue
Please report your issue to the staff in the related division, so that they are aware of your concerns and can work towards bringing a satisfactory resolution. County employees will resolve issues or concerns expressed by you to the best of their ability, working within established guidelines. If your are still not satisfied with the handling of their complaint via regular customer service channels or by frontline staff after an appropriate timeframe, a formal complaint can be submitted.
Submit a formal complaint
If your reported concern remains unresolved after an appropriate timeframe for response and/or you are not satisfied with the handling of your concern or issue, you can submit a formal complaint. You can also use the formal complaint form to lodge a staff complaint.
Once the form is submitted, you will receive an email confirming receipt of your complaint. Your complaint will be send to the appropriate Manager for further investigation. Staff may reach out for additional information as necessary.
For more information on making an informal or formal complaint, please refer to Accountability and Transparency.
Respectful conduct
We are committed to promoting a respectful, tolerant, and harassment-free workplace between employees, officers, and volunteers of the corporation and the public to provide a positive customer service experience ensuring fair and consistent treatment for all within all municipally-owned facilities.
Customer Service Standards
The customer service standards provide guidance to ensure efficient and respectful customer communications.
These standards further enable Haldimand County to:
- Ensure fair and consistent treatment for all external and internal customers.
- Provide a positive customer experience through clear, easy to understand messaging.
- Define appropriate guidelines in order to acknowledge and respond to a customer in a timely manner.
- Enable processes that require a customer to only have to 'tell their story' once.
Share your Customer Feedback
Haldimand County strives to provide a positive customer experience that is consistent, accessible, responsive and easy for all. We value your feedback about your service experience so that we can continue to improve service delivery and monitor the quality of service provision to the public.
Use this form to provide feedback on a service experience, compliment a staff member, or let us know how we could improve.
