Submit a Complaint

The City of Barrie 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.

A complaint is an expression of dissatisfaction related to a City of Barrie 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 the below types of contact. In order to request a service, or to notify the City that a scheduled service was not provided on time (e.g. a scheduled garbage collection, a street not plowed) we encourage you to submit your request for service by contacting Service Barrie.

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:

  • 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

To submit a request for service, please contact Service Barrie or use our mobile app.

EnquiryA general or specific request for information regarding a City of Barrie product or service made by a citizen that is resolved at the point of service delivery. For answers to your questions regarding City programs or services, please search this website or contact Service Barrie.
Feedback:  An opinion, comment and expression of interest in a City of Barrie program or service by a citizen. To provide feedback, please contact Service Barrie.
Compliment: An expression of approval for a City of Barrie service, staff member, program, product or process. To provide a compliment, please contact Service Barrie.
Suggestion:  An idea submitted to the City of Barrie by a customer with the aim of improving services, programs, products or processes. Make a suggestion.

To submit a formal complaint to the City, please ensure it does not fall under one of the above types of contact and be prepared to provide the following information when completing the Complaint Submission Form:

  • Details of what happened
  • Where did this happen?  Is it within the City’s area of responsibility?
  • When?
  • Who was involved?
  • What was said or done?
  • What kind of resolution is being sought?
  • Complainant contact details

The Municipal Freedom of Information and Protection of Privacy Act does not allow the City to collect information from you about a complaint that someone else has, unless we have the signed written consent of that other person.  If you are submitting a complaint on behalf of someone else (including a family member) as the agent or contact person you will need to have them complete the Complaint Representative Consent Form and submit it with the complaint.

What Happens with Submitted Complaints

Complaints are used to assist us in improving services, policies and procedures. All written complaints are reviewed by Service Barrie management staff.  The information is treated as confidential to protect your privacy; however, you should be aware that in investigating a complaint, the circumstances may indirectly identify you.  If you provide contact information, we will inform you of any actions resulting from your complaint.  If you are not satisfied with the outcome, we will advise you of your options. Please note—complaints that involve personnel are confidential and details cannot be disclosed.