The Town of Penetanguishene 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.

What is a complaint?

A complaint is an expression of dissatisfaction related to a Town of Penetanguishene program, service, facility, or staff member, where a citizen believes that the Town 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.

Submitting a Complaint

In order to submit a formal complaint to the Town, please provide the following information:

  • Details of what happened
  • Where did this happen?  Is it within the Town'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

Recreation Complaints

For complaints concerning Recreation Programs, Parks, Trails and the Town Wharf please email the complaint form to the Recreation and Community Services Administrative Assistant, Angele Proux at

Additional Details

Complaints are used to assist us in improving services, policies and procedures.

All written complaints are reviewed by 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.

The personal information you choose to provide on this form is collected pursuant to the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), M.56 R.S.O. 1990. The information you provide will be used to investigate the complaint and may be used for contact purposes.  Questions about this collection can be directed to Town Clerk.

The Town of Penetanguishene recognizes the importance of public feedback and welcomes complaints as a valuable form of feedback regarding the services, operations, and facilities.  The information gained from complaints helps improve the quality of the services provided by the Town and the customer experience of residents.

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