Customer Service Standards

Our Customer Service Ambassadors are committed to providing a positive experience to our customers.

We commit to the following service standards for all requests that are directed to our team via the following channels below:

  • Town Hall Service Counter: we aim for wait times to be less than 10 minutes, unless advised otherwise.
  • Phone: Our Ambassadors are available by phone at 705-445-1030, press 0 at the beginning of the phone menu or if you reach a staff member voicemail to be redirected to customer service. Our Customer Service Ambassadors aim to answer calls live, however voicemail will be returned within 1 business day.
  • Email & Online: messages sent to or using the "Contact a Department" form on our website are answered within 5 business days, however most will receive a reply within 1-2 business days.
  • Mail & Fax: mail and fax correspondence is monitored daily Monday to Friday.  Queries are forwarded to the expert department to be processed.
  • Social Media: responses to input and questions posted on our Social Media platforms (Facebook, Twitter) are on a best effort basis.  It is recommended that citizens requesting a response use one of the other available contact methods.

Customer Service Ambassadors are available Monday to Friday from 8:30 a.m. to 4:30 p.m.  

Please note during the COVID-19 pandemic, some facilities are working within alternate protocols.  Please visit our Services & Facilities Impacts page for the latest updates.

Building Department Service Standards

By-Law Customer Service Policy