Customer Service and Service Requests

Request a service / Report an issue

Service Clarington is the Municipality’s online customer portal – a digital service centre providing easy access to the programs and services that matter to you. The self-service portal is accessible 24 hours a day, seven days a week.  

Service requests submitted on this portal are automatically sent to a customer service representative for action. Please note these are for non-emergencies. 

Submit a Service Request or Report an Issue

Feedback about municipal services

The Municipality of Clarington strives to deliver quality services. We have highly trained staff ready to assist you, answer your questions, and help resolve issues. We value your feedback and want to know what you think about our services, programs, facilities and staff. We are committed to using customer feedback to improve and enhance our service delivery.

The Municipality of Clarington is dedicated to fostering respectful and positive interactions in all settings, including when accessing municipal services, visiting facilities and parks, or attending events. We are committed to delivering exceptional, fair, and accessible customer service, and our staff are empowered to create meaningful experiences for everyone. We ask that residents and visitors share this commitment by engaging with staff courteously, helping us maintain a safe and welcoming environment for all.  

 To learn more about our commitment, please refer to the Municipality’s Respectful Conduct Policy. 

Customer service complaints

The Municipality of Clarington has established a formal complaint process for reporting dissatisfaction with the Municipality’s services, programs, or staff. 

A complaint is an expression of dissatisfaction about a program, service, or staff member of the Municipality of Clarington, where you believe the service provided did not meet your expectations at the point of delivery. A complaint typically requires a follow-up in response to the issue. 

Complaints are different from general feedback, compliments, or service requests, which do not require follow-up.  

Examples of complaints include: 

  • Poor customer service
  • Concerns about the quality of a service
  • Delays in responding to an issue 
  • A matter not completed in accordance with municipal policy or practice 

A complaint will only be investigated if it has been submitted in writing to the Municipality and includes the complainant’s name and contact information.

Once received, formal complaints are directed to the appropriate supervisor or manager for investigation and response. If the concern is not resolved and the complainant requests further review, the matter can be escalated to the next level of authority. 

Clarington uses a six-step escalation process. Each level includes investigation, review, and communication with the complainant, with the goal of resolving the issue at the earliest appropriate stage. If we need more information to respond to your complaint, we may contact you. We will keep you informed and updated if an investigation takes longer than expected. 

Six-step escalation process

  1. Supervisor
  2. Manager
  3. Director
  4. Deputy Chief Administrative Officer
  5. Chief Administrative Officer (CAO) The CAO is the highest level of internal review. If the issue remains unresolved, the complainant may proceed to the final step
  6. Municipal Ombudsman

We consider a complaint to be closed when either: 

  • The complainant accepts the resolution
  • We conduct a full internal review and share it with the complainant:
    • Feedback about the action or lack of action taken, and why 
    • That the matter is now considered closed 

The Municipal Ombudsman investigates concerns about municipal services and administrative unfairness. If you are dissatisfied with the outcome of the internal formal complaint process, you may then file a complaint with the Municipal Ombudsman, which, for Clarington, is the Ontario Ombudsman. 

In accordance with the Municipal Freedom of Information and Protection of Privacy Act, all complaints will be dealt with confidentially. Only a municipal supervisor or manager will see your personal information during the investigation of your complaint. Your personal information will not be shared unless you provide written consent or the Municipality is required by law. 

Fill out the complaint form below to file a formal complaint. It will be forwarded to the appropriate supervisor or manager for response and action. The purpose of this complaint form is to file a formal complaint because your concern is unable to be resolved by staff.

Complaints shall include:

  • the specific details of what occurred
  • date of occurrence, including time, day, month and year
  • who was involved, and what interactions were had with employees
  • what outcome is being sought
  • contact details for the complainant
  • complainant contact information

Submit a formal complaint

What a formal complaint does not apply to:

  • A request for service
  • A general inquiry for information
  • Issues governed by existing laws
  • Decisions of Council or Standing Committees
  • Council conduct complaints
  • A compliment or expression of municipal program or service approval
  • Matters handled by courts or tribunals

Customer service compliments

Did you receive exceptional customer service from our staff? Do you want to praise a program or a service we offer? We'd love to hear about it.

Submit a staff or service compliment

Stay in touch

From upcoming park openings to local events, development proposals, things to do in Clarington, construction notices and service interruptions – we invite you to learn what’s happening in your neighbourhood right from the source.

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