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The Town of Milton is introducing new Customer Service Standards and a Customer Code of Conduct to support consistent, respectful, and accessible service for the community. 

“Creating a positive customer experience is a shared responsibility,” said Tash Harriott, Director, Communications and Customer Experience. “The Customer Service Standards and Customer Code of Conduct provide a foundation for staff and the community to work together with respect, understanding, and accountability, helping us meet the needs of Milton’s growing community.” 

Together, the Standards and Code set clear expectations for staff and customers by: 

  • Establishing consistent timelines for responding to customer inquiries across service channels. 

  • Supporting inclusive, barrier-free, and accessible service. 

  • Outlining how the Town may respond to unacceptable behaviour to ensure services and facilities remain safe and welcoming for staff, residents,and visitors. 

The framework was developed with the community in mind. A customer service survey in June 2026 identified key priorities for residents, including timely service, accurate information, as well as respectful, inclusive, and accessible interactions. 

The Town is also investing in tools to support current and future service delivery, creating a more responsive, customer-focused experience. 

“We want residents to feel confident that when they contact the Town, they can get the information or service they need in a clear and timely manner,” Mayor Gord Krantz said. “These improvements support more accessible, predictable, and responsive service as Milton continues to grow.” 

The Town is also using digital technologies to make customer service faster, more accessible, and more responsive. This includes AI-powered phone support, Next Generation 911, and new online services that help residents find information, access services, and complete self-serve tasks and transactions more efficiently, while giving staff better insights to improve service delivery. 

Learn about the Standards, Code, and other service enhancements on the Town’s Digital Transformation and Customer Experience webpage.