What is a Complaint?

A complaint is an expression of dissatisfaction related to the service, actions or lack of actions by a staff member in connection with the delivery of services to the public. Complaints may relate to the actions of an individual or a policy, program, process or procedure where a customer believes that the Region or its staff have not provided a service experience to the customer’s satisfaction at the point of service delivery and a response or resolution is explicitly or implicitly expected.

A complaint is distinct from:

a) Enquiry – A general or specific request for service or request for information regarding a Region of Durham product or service made by a customer that is resolved at the point of service delivery;

b) Feedback – An opinion, comment and expression of interest in a Region of Durham program of service by a customer;

c) Compliment – An expression of approval for a Region of Durham service, staff member, program, product or process;

d) Suggestion – An idea submitted to the Region of Durham by a customer with the aim of improving services, programs, products or processes.

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