Our Customer Service Commitment
The Town of Collingwood's Customer Service Ambassadors are committed to delivering the following service standards for requests received through these service channels:
- In-person service counter at Town Hall or Centennial Aquatic Centre: A 10-minute or less wait time, unless advised otherwise.
- Phone: Ambassadors are available by phone at 705-445-1030 (press zero at the beginning of the phone menu) and aim to answer phone calls live; however, voicemails will be returned within one business day.
- Email & Website: Messages sent via email to service@collingwood.ca or submitted online via the Service Collingwood Portal are acknowledged within two business days, with further information following as required.
- Mail & Fax: Mail and fax correspondence is monitored daily, Monday to Friday. Queries are forwarded to the relevant department for processing.
- Social Media: Questions posted on or sent to official Town social media platforms (e.g., LinkedIn, Facebook, Instagram, Twitter) will be answered on a best-efforts basis. It is recommended that inquiries be sent using one of the aforementioned channels for customer service.
Customer Service Ambassadors are available Monday to Friday from 8:30 a.m. to 4:30 p.m, unless otherwise specified.
Customer Service Standards Policy
Inclusion
The Town of Collingwood is committed to promoting inclusivity and equity. All residents, staff, and visitors should be treated with dignity and respect.
Respectful Workplace and Related Policies
The Town of Collingwood is committed to providing a work environment that ensures all members of the Town's workplace are treated with dignity and respect during working interactions. Employees, members of Council, citizen members of Committees/ Boards/ Task Forces, and volunteers acting on behalf of the Town of Collingwood are entitled to, and are expected to contribute to, a workplace that is free from any form of discrimination, violence, or harassment. No form of discrimination, violence, or harassment will be tolerated.
Staff have the right to work in an environment that is free from abuse, harassment, and discrimination. Threatening, intimidating, or abusive behaviour will not be tolerated.
Do you have a compliment or a complaint? Share your feedback!
If you have a compliment or complaint regarding service you received from a Town of Collingwood employee, member of Council, Committee/ Board/ Task Force member, or volunteer acting on behalf of the Town of Collingwood, please take a moment to provide your feedback. Please indicate in the comments if you would like to be contacted further, or have an unresolved concern that you need assistance with.
Accessible Collingwood
The Town of Collingwood is committed to providing accessible and inclusive customer service to all residents and visitors. Services are available in person, online, by phone, mail, and by email. Accessible formats and communication supports can be provided upon request. If you require information in an alternative format or need communication support, please contact the Customer Service team at 705-445-1030 or by email at service@collingwood.ca.
