Policy statement 

The Corporation of the Town of Milton is committed to exceptional customer service. These standards ensure customers are served respectfully, consistently, and within reasonable timelines. 

Purpose

This policy establishes clear customer service standards that reflect the Town’s commitment to equity, fairness, inclusivity, accessibility, and service excellence. 

Scope

This policy applies to all interactions between customers and Town employees, volunteers, and representatives (hired on behalf of the Town), across all intake channels. These standards apply unless otherwise stated on the Town’s website and should be interpreted together with the Customer Code of Conduct.

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. 
  • Employee includes full-time, part-time, and seasonal employees, contractors, student workers, and volunteers delivering service on behalf of the Town. 
  • Intake channels refers to how customers may be received and interacted with by the Town and include in person, over the phone, by voicemail, by email, through webform submissions. 
  • Non-traditional hours refers to work schedules that fall outside the standard business hours of 8:30 a.m. to 4:30 p.m. This includes, but is not limited to, shift work, on-call duties, and contract-based work arrangements. 
  • One business day refers to the next business day during the Town’s regular operating hours, Monday to Friday, 8:30 a.m. to 4:30 p.m. Although some Town facilities may operate on weekends and/or statutory holidays, within this policy these days are excluded from the definition of business day. 
  • Warm transfer means handing a customer off while keeping them informed, explaining who they’re going to and why, and sharing their details with the next team, so they don’t have to repeat themselves. 

Customers’ right to service 

Customers have the right to timely, inclusive, barrier-free, and accessible service from the Town of Milton when making requests or inquiries, within the Town’s scope and compliant with the Customer Code of Conduct. These standards apply across all intake channels. Every Town of Milton employee plays a role in providing excellent customer service and making sure everyone they interact with feels welcomed, respected, and valued.  

Policy 

Telephone / mobile device  
  • Call-answering: Employees are expected to answer phone calls promptly and in the order they are received, unless there is an urgent matter or emergency.
  • Employees will make every reasonable effort to resolve inquiries without unnecessary transfers. If a transfer is needed, employees are expected to use warm transfers to connect customers with the right team.
  • Voicemail management: Employees will respond to voicemail messages within two business days to acknowledge receipt or provide a response. Employees must maintain an up-to-date voicemail greeting that includes their name or, for shared voicemail boxes, the name of the department. If away for more than one business day, employees must update their greeting to include a return date and alternate contact. Employees are expected to check voicemail daily; messages should be addressed within one business day of returning from an absence. Employees who work non-traditional hours may include a notation in their voicemail greeting indicating that they operate outside regular business hours and that response times may vary.

Written correspondence (email, letter, memo, fax, etc.)  
  • Emails: Employees are expected to respond to emails within two business days to acknowledge receipt or provide a response. Employees must use an out-of-office email message when away for more than one business day, including return date and alternate contact. Employees who work non-traditional hours may include a notation in their email signature indicating that they operate outside regular business hours and that response times may vary.
  • Shared mailboxes: Teams responsible for shared inboxes must use automated responses or templates that acknowledge incoming emails have been received and outline next steps or response times. Supervisors are expected to maintain a clear coverage schedule showing who monitors and responds to incoming requests.
  • Faxes, letters, and memos: Employees will acknowledge or respond to a customer's correspondence within 15 business days of receiving it.

Digital communication
  • Social media: Employees monitor social media channels periodically during business hours. Responses through this channel may be delayed. Customers are encouraged to use official intake channels for service-related requests.
  • Webforms: Webforms should send automated responses that acknowledge receipt of the webform submission and outline the next steps and expected timelines. Unless otherwise stated, employees are expected to respond to webform submissions within two business days.

In person  
  • Town facilities and customer service counters: Customers will be served in order of arrival unless they have an appointment. When employees support multiple intake channels, in-person customers are expected to take priority.
  • Walk-in inquiries: The Town welcomes customers who attend Town facilities without an appointment and will make every reasonable effort to connect them with the appropriate employee, team, or service area to support their inquiry. Walk-in customers will be served in the order of arrival, where possible. While employees will do their best to assist, the Town cannot guarantee that a specific employee will be available or that an immediate appointment can be provided.
  • Appointments, home visits, and field inspections: Employees are expected to arrive on time for scheduled commitments. If running more than five minutes late, employees are expected to let the customer know as soon as possible using a safe method of contact (for example, employees must not text a customer while driving). During the interaction, employees must ensure customers understand the purpose of the visit, next steps, and any required follow up.

After-hours inquiries
General inquiries received after hours will be considered received on the next business day.

Warm transfers (all intake channels) 

Employees are expected to use warm transfers whenever directing a customer to another employee, team, or service area. This means:

  • Confirming the correct contact before transferring.
  • Providing relevant details to the receiving employee.
  • Ensuring the customer understands next steps.

Connecting customers with the right support
The Town will make every reasonable effort to connect customers with the appropriate employee, team, or service area to support their inquiry. While customers may request to speak with or receive a response from a specific employee, the Town cannot guarantee that a particular individual will be available or assigned to the matter. Inquiries may be directed to another qualified employee or team to ensure the customer receives timely and appropriate support. 

Accessible, barrier-free customer service 

Employees must take reasonable steps to ensure all customers can access Town services, programs, and facilities. If a customer requests accommodation, employees will work with the customer to provide appropriate support, as required under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Town’s Accessible Customer Service Guidelines.

  • Ask customers what they need and confirm their preferred way to communicate (for example, in writing, by phone, or in person).
  • Offer information in alternative formats or provide communication support, when available and appropriate.
  • Welcome customers who use assistive devices and, where permitted by law, service animals and support persons.
  • If an accommodation cannot be arranged immediately, explain next steps and involve a supervisor/manager for support.

Employees must provide notice of service disruptions as soon as possible and assist customers in finding alternative support when needed. 

Customer feedback and escalation 

Each division is responsible for collecting and monitoring customer feedback and escalations. Each division is also expected to have clear escalation procedures that allow customers to:

  • Speak with an employee’s supervisor or manager, if requested.
  • Escalate to the division head if the matter is unresolved.

This information must be retained for five years and available to be shared with the Customer Experience division, Strategic Management Team, or CAO’s office, if requested. 

Resolution 
If a solution cannot be provided within the expected timeline, employees must communicate an estimated response date. Total resolution time should not exceed fifteen business days unless otherwise communicated. 

Service standards during emergencies and high-volume periods

During significant weather events, emergencies, service disruptions, or periods of unusually high inquiry volumes, the response timelines in this policy may be temporarily suspended or adjusted. The Town will prioritize urgent and safety-related matters and make reasonable efforts to communicate delays and resume regular service standards as soon as operationally possible. 

Customer requests that demonstrate unacceptable behaviours 

Employees may limit or end communication if a customer behaves abusively, aggressively, or unreasonably in accordance with the Town’s Customer Code of Conduct. 

Responsibilities 

  • Employees are responsible for complying with this policy.
  • Supervisors are responsible for monitoring service performance and ensuring compliance with response timelines.

Division heads are responsible for ensuring their teams comply with this policy and for working with the Town’s Customer Experience team to identify service trends, address opportunities for improvement, and support continuous improvement within their areas.

Compliance 

All divisions are expected to comply with this policy. Corrective actions for noncompliance with this policy may include coaching, training, process supports, additional monitoring or quality checks, and other remedies in line with the Town’s policies.