Town of East Gwillimbury


Matters that ARE within our Mandate to investigate are

  • Decisions made by the Town that are not within their legal power to make
  • Where the Town has not followed the appropriate procedures in reaching a decision
  • Where the Town has acted in a way that is contrary to the Town’s Rules, Procedures, or By-Laws
  • Where the Town has failed to take a certain action that it is required to take under its Rules, Procedures or By-Laws
  • Any decision or recommendation made, or act done or omitted, in the course of the administration of the Town, provided that it does not fall under the list of matters that are not within our mandate to investigate (see below)

Matters that are NOT within our Mandate to investigate are

  • Any Town decision, recommendation, act or omission, in respect of which there is a right of appeal or objection to any court or tribunal, until that right of appeal or objection has been exercised, or the time for exercise of that right has expired.
  • Cases where the complainant has not taken their complaint to the Town first.
  • Cases related to labour and employment matters.
  • Decisions, recommendations, acts or omissions of a legal advisor or counsel to the Town.
  • Complaints regarding the conduct of Councillors, and closed meetings of Council.
  • Cases within the jurisdiction of the Town’s Closed Meeting Investigator, Integrity Commissioner or Auditor General
  • Complaints where the subject matter is deemed to be trivial, frivolous vexatious or not made in good faith.
  • Cases where more than one year has elapsed since the complainant has completed going through the Town’s complaints process, unless special circumstances exist.


  • Complainants submit a completed and signed Complaint Submission Form within one year since the complainant completed going through the Town’s complaint process.
  • An initial review is conducted in order to determine whether a file may be investigated. During this process the following questions are considered:
    • Did the complainant already go through the Town’s internal complaint process? If not, complainant is referred to Town.
    • Is the complaint within the Ombudsman’s mandate?
  • Complainants are advised of the outcome of the initial review.
  • An initial review may result in the complainant and Town being advised that the file will be investigated. It may also result in an Initial View Letter advising the complainant that the file is being closed because the complaint is not within the Ombudsman’s mandate (such letters will refer complainants to the appropriate body to make their complaint, where possible).
  • For complaints that are assigned for investigation, the investigator will review all the documentation that was provided. If the investigator believes that the matter may be resolved, it may seek to facilitate a resolution between the parties. If a resolution is not possible, the investigator will continue investigating the complaint and may contact the complainant and the Town to schedule interviews and seek further information regarding the complaint.
  • Upon completion of the investigation, a report will be drafted and will be provided to the parties.
  • The report will contain the investigator’s findings, either rejecting the complaint or making recommendation to the Town, and will provide reasons for the decision.


East Gwillimbury Complaint Submission Form