Customer Service Standards

Building Services is committed to creating a positive experience for our customers.

Our customers will be our priority. We are committed to the following:

Approach

We will treat our customers with empathy, respect, courtesy, patience, fairness and in a professional manner. We will listen, ask questions to clarify the situation. We will be solution-focused.

Knowledge

We will use our technical knowledge with the objective of assisting the customer to understanding the intent and purposes of the prescriptive standard, to understand the legal obligations for compliance and to resolve a construction issue. Where we do not know a prescriptive standard or are unsure of how a standard might apply or are unable to answer a question, we will offer to provide an answer following consultation with fellow staff or through research and we will do so in a timely fashion.

Problem Solving

We will respond to a problem or complaint quickly and we will communicate to the customer how it will be handled and tell them when they can expect a response. We will not make promises we cannot fulfill.

Follow-up

We will regularly evaluate how we have dealt with our customers by asking them whether we have resolved their problem and whether we can improve our service.

Team Approach

We will operate as a team and will coordinate our efforts to providing a consistent, comprehensive and solution-focused approach to customer service.

Building Permit Awareness

We will keep the public informed of the benefits of the Building Inspection Service through programs such as Building Awareness Week and sharing new information and technologies with the public and the building industry.

Professional Development

Staff will be required to undertake continuous professional development to maintain minimum building code qualifications (hard skills) and to continuously develop communication and leadership skills (soft skills).

2 Business Days

Building inspections will be conducted within 2 business days in accordance with Division C, Sentence 1.3.5.3.(1) of the Ontario Building Code. The time frame from which notice is given begins on the following business day that an inspection notice is received and does not include, Saturdays, Sundays or holidays and/or days the Building Services’ office is closed. 

This Code of Conduct applies to all Town Building Inspectors and must provide for its enforcement and include polices or guidelines to be used when responding to allegations that the Code of Conduct has been breached and disciplinary actions that may be taken if the Code of Conduct is breached.

Purpose

The purpose of this Code of Conduct is to:

1. Promote appropriate standards of behavior and enforcement actions by Town Building Inspectors in the exercise of a power or the performance of a duty. 
2. Prevent practices which may constitute an abuse of power, including unethical or illegal practices, by all Town Building Inspectors in the exercise of a power or the performance of a duty; and to
3. Promote appropriate standards of honesty and integrity in the exercise of a power or the performance of a duty by all Town Building Inspectors.

Code of Conduct

Building Officials in exercising their power and performing their duties under the Act, shall at all times:

1. Promote the safety of buildings with reference to public health, fire protection, structural sufficiency, conservation and environmental integrity, and barrier-free accessibility;
2. Take all reasonable precautions to ensure the safety of the public, Town staff and themselves;
3. Apply the Building Code Act and the Building Code impartially, without influence and in accordance with all applicable legislation;
4. Perform duties with due diligence, honesty, and integrity and with the highest professional standards in a fair and consistent manner that maintains and promotes public safety at all times.
5. Only act within their area of qualifications obtained under the Building Code Act and to obtain qualifications as required to be appointed and to remain appointed under the Building Code Act.
6. Maintain their specialized knowledge and understanding of the current and evolving building practices, building laws and regulations through continuous professional development;
7. Comply with the Chief Building Official’s Conflict of Interest Policy, and
8. Manage confidential and sensitive information according to the Town’s guidelines and relevant legislation and ensure that no information collected, produced or obtained in the course of their duties, whether reports, memos, verbal/written/electronic communication is disclosed without proper approval.

Complaints

1. A complaint from a member of the public must be in writing and must be signed by the person making the complaint. The complaint may be a letter, e-mail, facsimile or submitted via a prescribed form authorized by the Chief Building Official.
2. A complainant may withdraw his/her complaint at any time; although the Town may continue to investigate the complaint if deemed appropriate to do so.
3. The entire investigation process will be handled in as confidential a manner as possible by all parties involved. All records are subject to the provisions of the Municipal Freedom of Information and Protection of Privacy Act and may be subject to disclosure under the Act or by a court of law.

Guideline for Investigating Allegations of Breaches of the Code of Conduct

1. Upon the receipt of a complaint, the Chief Building Official will review any allegations of breaches of this Code of Conduct made against a Building Services staff member.
2. Where the allegations are against the Chief Building Official, the Director of Building & Planning, will review the allegations.
3. Disciplinary action arising from violations of this Code of Conduct is the responsibility of the Town and will be based on the severity and frequency of the violation in accordance with relevant employment standards.
4. The Chief Building Official or Director, as the case may be, will provide a written response to the complainant within 30 calendar days of receipt of the written complaint.

Disciplinary Action

Disciplinary action arising from violations of the Code is the responsibility of the Town of Collingwood and the Chief Building Official, and will be based on the severity and frequency of the violation in accordance with employment laws and standards, and relevant collective agreements.

Public Notice for the Code of Conduct

The Building Code Act states that the Code must be brought to the attention of the public. Building Services will advertise the Code on an ongoing basis via the Town website and will be posted in a conspicuous location at the Building Services front service counter.