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Appeal a complaint resolution

Appeals

Individuals not satisfied with the disposition of a resolution may be eligible for an appeal. To be eligible for an appeal, individuals:

  1. must have a complaint registered with the City of Ottawa,
  2. must have received a response to their original complaint,
  3. shall submit an appeal, in writing within 10 business days from the date the resolution was received. The application will be reviewed by the Office of the Director, ServiceOttawa, Innovative Client Services.

Individuals who do not have a complaint registered with the City of Ottawa are not eligible for an appeal. A complaint can be registered by using the appropriate forms above, or by calling 3-1-1. Appeals for concerns that have not been reported will be redirected to the appropriate department for review.

Application

Before you proceed with your Appeal a Resolution application, please ensure to have the following information:

  • name of the department involved with your complaint
  • name of the employee who handled your complaint
  • copy of your original complaint, your resolution and any other pertinent written documentation.
  1. To appeal your complaint’s resolution, submit a completed Appeal a Resolution application to the Office of the Director, ServiceOttawa, Innovative Client Services.
  2. If your complaint was submitted directly to the department, you will be required to attach copies of your original complaint, including any subsequent responses to your application.
  3. The Office of the Director, ServiceOttawa, shall review all relevant information along with the appeal within 10 business days from the date the appeal was received and may confirm, rescind or amend the resolution. The Office of the Director’s, ServiceOttawa, Innovative Client Services, decision is final.
  4. In the event that the office of the Director, ServiceOttawa, issued the complaint resolution, the Director, City Manager’s Office shall review all relevant information along with the appeal within 10 business days from the date the resolution was issued and may confirm, rescind or amend the resolution. The Director’s, City Manager’s Office, decision is final.
  5. Where the issue cannot be resolved through the Corporate Complaints Handling Policy, the individual may submit a complaint to the Office of the Ontario Ombudsman.

To begin your Appeal a Resolution application, please call 3-1-1.

Complaints regarding Building Code Services

Building Code Services (BCS) reports to the Planning, Real Estate and Economic Development Department.

BCS is the regulatory authority for building construction for the City, and is responsible for Ontario Building Code regulation and enforcement as well as municipal addressing, permanent signs on private property, compli­ance reports and releases of agreements. BCS is led by the City’s Chief Building Official, who has various powers and duties under the Building Code Act, 1992 (the Act).

Under Subsection 3(2) of the Act, City Council is required to appoint a Chief Building Official as well as any Inspectors needed to enforce the Act. Subsection 7.1(1) of the Act further requires Council to establish and enforce a code of conduct for the Chief Building Official and Inspectors.

As described below in more detail, Council has adopted the City of Ottawa’s Employee Code of Conduct as the mandatory code of conduct for the Chief Building Official and Inspectors.

Under Subsection 7.1(2) of the Act, the purposes of the code of conduct for the Chief Building Official and Inspectors are as follows:

  1. To promote appropriate standards of behaviour and enforcement actions by the Chief Building Official and Inspectors in the exercise of a power or the performance of a duty under the Act or the Building Code.
  2. To prevent practices which may constitute an abuse of power, including unethical or illegal practices, by the Chief Building Official and inspectors in the exercise of a power or the performance of a duty under the Act or the Building Code.
  3. To promote appropriate standards of honesty and integrity in the exercise of a power or the performance of a duty under the Act or the Building Code by the Chief Building Official and Inspectors.

In addition, Subsection 7.1(4) of the Act provides that the City must “ensure that the code of conduct is brought to the attention of the public.”

In accordance with the statutory provisions set out above, Ottawa City Council on June 22, 2005, approved the following:

  • The adoption of the City of Ottawa Employee Code of Conduct as the Code of Conduct applicable for the City’s Chief Building Official and all Building Officials appointed to enforce the Building Code Act and the Building Code, as required by the Act; and
  • The posting of the Code of Conduct on the City’s web page as constituting public notice of such.

Who may lodge a complaint?

Residents or employees who believe the City’s Chief Building Official and/or Inspectors contravened the Employee Code of Conduct in the exercise of a power or the performance of a duty under the Building Code Act, 1992 or the Ontario Building Code can submit a complaint.

How to lodge a complaint?

Follow this direct link to the online form for complaints regarding Building Code Services.

Before submitting a complaint, please review the guidelines on complaints to the City.