The City of Ottawa is committed to continuous organizational improvement in an environment where all complaints are dealt with fairly in a respectful, transparent fashion, as quickly as possible.
What is a complaint?
A complaint is an expression of dissatisfaction related to a City of Ottawa program, service, facility, or staff member, where a citizen believes that the City has 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:
- Request for Service: A request made to the City on behalf of a citizen for a specific service, or to notify the City that a scheduled service was not provided on time. Examples include:
- Requesting that the City repair a street surface
- Reporting a burnt out street light
- Notifying the City of a missed garbage collection
- Alerting the City of no water service
- Report a bylaw or parking infraction
- Claim to the City: A request for compensation if you believe the City is legally responsible for a bodily injury or property damage you have experienced. Typical claims include requests for compensation for:
- Damage to cars due to potholes
- Injuries from slipping on a sidewalk
- Foundation damage from City trees
- Disputing Parking Tickets and other Provincial Offences Act (POA) Fines: A request to review a parking ticket or other POA ticket, pursuant to the available legal options under the Provincial Offences Act. These options are detailed on the back of issued tickets as well as the aforementioned City of Ottawa website.
- Enquiry: A general or specific request for information regarding a City of Ottawa product or service made by a citizen that is resolved at the point of service delivery.
- Feedback: An opinion, comment and expression of interest in a City of Ottawa program or service by a citizen.
- Compliment: An expression of approval for a City of Ottawa service, staff member, program, product or process.
- Suggestion: An idea submitted to the City of Ottawa by a customer with the aim of improving services, programs, products or processes.
Submitting a Complaint
In order to submit a formal complaint to the City, you will be asked to provide the following information:
- Details of what happened
- Where did this happen? Is it within the City’s area of responsibility?
- Who was involved?
- What was said or done?
- What kind of resolution is being sought?
- Contact details of the complainant
All complaints will be dealt with in a confidential manner according to the Municipal Freedom of Information and Protection of Privacy Act. Information will be collected, used and disclosed in accordance with the Act. More information on the Act is available on our website.
Ready to submit a complaint?
Please select the appropriate department:
- Complaints regarding Ottawa Public Health
- Complaints regarding the Ottawa Public Library
- Complaints regarding the Ottawa Police Service
- Complaints for all Other City Departments
Other City Departments
City Clerk & Solicitor - French Language Services, Accessibility Office, Elections Office, Access to Information, Legislative Services (Council and Committee meetings), Protocol, Legal Services
Community & Social Services - Ontario Works, Child Care, Emergency Shelters, Affordable Housing
Corporate Communications - Media Relations, News Releases, Media Advisories
Economic Development & Innovation - Ottawa 2017, Business Improvement Areas
Emergency & Protective Services - By-law Services, Parking Control, Ottawa Fire, Ottawa Paramedic, Office of Emergency Management
Environmental Services - Recycling & Garbage Collection, Drinking Water Services, Wastewater Services
Finance - Property Tax & Water Accounts, Procurement, Collections
Human Resources - Job Postings
Infrastructure Services - Design & Construction of City Infrastructure
Parks, Recreation & Cultural Services - Recreation Programs, Museums, Arts, Hall & Sportsfields Rentals
Planning & Growth Management - Building Permits, Plan Approvals, Zoning, Development Reviews
Public Works - Road Maintenance, Park Maintenance, City Building Maintenance, Traffic Signs, Traffic Signals, Traffic Regulations
Rail Implementation - Light Rail Construction & Design
Real Estate Partnership & Development Office - Managing the City’s Real Estate Portfolio, Selling City Land
ServiceOttawa - 3-1-1 Contact Centre, Client Service Centres, Ottawa.ca, Courthouse & Provincial Offences
Transit Services - OC Transpo, Para Transpo