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.

Contact Us

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.