Customer Satisfaction is a priority for the Town of Newmarket. The Town is committed to satisfying customer expectations in all areas of service. Receiving feedback on services helps improve processes and can identify areas for improvement. Offering customers opportunities to escalate concerns reinforces commitments to excellent service delivery.
Complaints
A complaint is an expression of dissatisfaction for which the complainant is seeking a resolution. Complaints may be made regarding Town of Newmarket services, programs, amenities, employees, contractors or volunteers. A complaint is different from the types of contact listed below. Please review this list prior to submitting a complaint:
| Service request | Examples |
|---|---|
| Reporting a problem | Garbage knocked over in a park, leaking fire hydrant, burnt out streetlight, graffiti on public property. |
| Requesting enforcement | Reporting illegal parking or a property standards violation. |
| Requesting a repair | Reporting damage to Town assets including potholes, broken curbs, or missing/damaged signage. |
| To submit a service request, please Contact Us. | |
| Enquiry | A request for information about a Town of Newmarket service, program, or amenity. For questions about Town offerings, please search our website or Contact Us. |
|---|---|
| Feedback | An observation, opinion, or comment regarding a Town of Newmarket service, program, or amenity. Feedback is welcomed and helps us improve services. To share feedback, please Contact Us. |
| Suggestion | An idea shared with the aim of improving Town of Newmarket services. To make a suggestion, please Contact Us. |
Customer Complaint Policy
At the Town of Newmarket, your feedback is important and allows us to improve our programs and services to best meet your needs. Our Customer Complaint Policy outlines how residents can escalate a complaint, while providing a reliable way to pursue any unresolved issues.
If you have a complaint regarding a Town of Newmarket service, program or staff member, please follow the steps below.
Step 1: Contact the Customer Service Centre
Staff will work with you to understand and address your concerns or help direct you to where your concerns should be heard. Most customer concerns are resolved at this step, but if you feel your concern was not addressed, you may continue to Step 2.
Step 2: Escalate your concern
Request that your concern be directed to a senior staff person. A staff member will contact you to review how your concerns were heard and addressed in Step 1 and provide you with a response. If you are dissatisfied with the response, you may continue to Step 3.
Step 3: Request formal review of your complaint by the Complaint Review Committee.
Staff's response to your concerns will be reviewed by the Town's Complaint Review Committee, who will determine if staff's earlier decisions and actions to address your concerns were fair, complete and appropriate. The Committee will provide you with a written response outlining the results of its review. The Committee is made up of the Town's Manager of Customer Services and a Commissioner, or their designate. To submit a complaint for review by the Customer Complaint Committee, please fill out the form below.
Please refer to the Customer Service Complaint Policy [PDF/73KB] for full details on customer complaints.