Submit Complaint or File Claim

A complaint is an expression of dissatisfaction related to a City of Barrie program, service, facility, or staff member. A claim can be filed if you suffered a loss for which you believe the City may be responsible.

Submitting a Complaint to the City of Barrie

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:

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
  
  To submit a request for service, please contact us or use our mobile app.
Enquiry: A 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 visit our website or contact us.
Feedback: An opinion, comment and expression of interest in a City of Barrie program or service by a citizen. To provide feedback, please contact us.
Compliment: An expression of approval for a City of Barrie service, staff member, program, product or process. To provide a compliment, please contact us.
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.

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.

To submit a formal complaint to the City, please be prepared to provide the following information:
- 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?
- Contact details of the complainant
If you are submitting a complaint on behalf of someone else, 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 representing someone (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.
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.

Filing a Claim Against the City of Barrie

If you have suffered a loss for which you believe the City may be responsible, you can file a claim against the City. To do so, you must follow the process outlined below in order for the City to consider your claim. In situations involving disrepair of a City road or sidewalk, you will be required to provide notice to the City within 10 days of the incident.

Although the City recognizes that suffering a loss can be upsetting, it is important to know that the City is not your insurer. In that regard, if you have an automobile or property insurance policy, we suggest that you report the incident to your insurance company or broker right away. By getting your insurance company involved immediately, you will be in a better position as the policy will protect your interests should you submit a claim to your insurance company. Should your insurance company believe the City is responsible for the loss, the insurer may seek compensation against the City on your behalf.

Prepare Your Notice of Claim
Prepare your notice of claim in writing and ensure it contains the following:
- Your name, mailing address, email address and telephone number;
- A complete description of when and where the incident took place;
- A complete description of what happened including photographs, motor vehicle accident reports and/or records prepared by public authorities;
- If the incident involved a City contractor or within a construction area, the name of the contractor;
- The names and contact information of any witnesses;
- A complete description of your claim for damages including all documentation to support or substantiate your claim such as receipts and estimates; and
- If you have reported the incident to your insurance company, the name and contact information of the insurance adjuster assigned to your insurance claim.
Submit your Claim
Complete the online claim submission form. Upon submission, you will receive an automatic acknowledgement of your claim.
The City also accepts notices of claims by:
- personally delivering your claim letter to City Hall, 70 Collier Street
- mailing to Service Barrie, P.O. Box 400, Barrie, ON, L4M 4T5
- faxing to 705-739-4237
Upon receipt of your claim, the City will acknowledge your claim within three business days. Your claim maybe forwarded to an external adjusting firm in order for an adjuster to conduct an investigation into the facts and circumstances of your incident and to determine whether the City is legally liable for your claim for damages. A representative of the adjusting firm will contact you within six business days of the City receiving your notice of claim. Please note that the response time may vary depending upon the complexity of your claim and the availability of information.