Purpose

The Town of Milton is committed to providing excellent service and ensuring everyone is treated with respect. This code outlines expected behaviour when customers interact with employees or use Town facilities, parks, programs, or services, and explains what happens if behaviour creates safety concerns or disrupts service.

Scope

This code applies to all interactions between customers and Town employees and representatives (hired on behalf of the Town). Interactions may happen in person, by phone, by email, online, and through written communication.

Definitions

Customer is any individual, business, property owner, or visitor seeking a service from the Town or attending an event or facility operated by the Town of Milton.

Employees include full-time, part-time, contract, and seasonal employees, representatives hired on behalf of the Town, students, and volunteers delivering service on behalf of the Town.

Code of conduct overview

In alignment with the Town’s Customer Service Standards, the Town is committed to respectful, service excellence, and expects the same in return. Customers are expected to interact with the Town in a respectful, cooperative, and appropriate manner that supports safe and positive experiences for customers, employees, and the broader community.

Unacceptable behaviour

Examples of conduct that may be considered unacceptable behavior while accessing Town programs, services, events, or facilities are outlined below. This list is not exhaustive, and the Town reserves the right to assess each incident on a case‑by‑case basis to determine whether unacceptable behavior has occurred. 

Examples of unacceptable behaviour related to safety, policy or legal violations:

  • Verbal or written behaviour: including swearing, discriminatory remarks, screaming, yelling, harassment, or intentionally provoking others.
  • Physical behaviour: including aggressive movements, throwing objects, or hitting, invasion of personal space or hovering over others.
  • Illegal activity: including threats, theft, vandalism, illegal drug/alcohol use, weapons.
  • Safety concerns: including any behaviour that compromises public or employee safety.
  • Policy violations: including breaching Town by-laws, permits, policies guidelines or other forms of direction.

Examples of unacceptable behaviour related to persistent demands and lack of cooperation:

  • Unreasonable timelines: including repeated requests for responses faster than the Town’s Customer Service Standards allow.
  • Disputing resolved matters: including, continuing to challenge decisions after they have been reviewed and finalized.
  • Vexatious, frivolous, or excessive communication: including submitting complaints or messages intended to harass, intimidate, effect retribution or place an unnecessary burden on employees or members of the community, repeatedly contacting multiple employees about the same issue or continuing to reach out after being asked to stop.
  • Lack of cooperation: including refusing to participate in a complaint or investigation processes while still seeking service.
  • Undermining communication: including withholding key information, misrepresenting facts, or making repeated unfounded complaints.

Guidelines

When a customer displays unacceptable behaviour, employees may:

  • Ask the customer to stop the behaviour.
  • Remind the customer of the expectations in this Code of Conduct.
  • End the interaction or ask the customer to leave the area, program, or facility.
  • Escalate the issue to management.

If the behaviour is unsafe or escalates to violence or the threat of violence, employees may involve security or law enforcement to remove the individual, in line with the Town’s Workplace Violence Policy.

If unacceptable behaviour continues, becomes repetitive, or involves a significant incident, the Town will move forward with escalation. Escalation may result in bans or restrictions from Town facilities and programs, restrictions regarding communications, and legal or other measures deemed appropriate by the Town.

Before escalating a situation, the division head or their designate will ensure:

  • The customer’s request has been handled appropriately and follows procedures.
  • Employees have made reasonable efforts to resolve the matter.

Responsibilities

  • Customers and employees are responsible for complying with this procedure.
  • Supervisors/managers are responsible for complying with this procedure, maintaining escalation processes, and managing records of Customer Code of Conduct violations and decisions.
  • Division heads and/or commissioners are responsible for reviewing information provided by Town employees and assisting with determining a resolution, as required.

Appeal

Customers may appeal a decision related to this Code of Conduct through the Ontario Ombudsman. The Ontario Ombudsman is an objective office of last resort for members of the public looking to bring forward an unresolved complaint. Acting independent of Town Council, the Ontario Ombudsman will receive, review, and investigate complaints, provide periodic updates, and produce an annual report of activities.