Office of the Lobbyist Registrar

Complaints Protocol

The purpose of this document is to guide the staff of the Office of the Lobbyist Registrar in the handling of complaints to us by members of the public about the services we provide.

Complaint – An expression of dissatisfaction by a member of the public with the level of service received from the Office of the Lobbyist Registrar, where the person believes the OLR has not provided a service to their satisfaction.  A complaint is distinguished from an enquiry, feedback, suggestion, compliment, response, request for review, reconsideration or appeal.  A complaint may be about:

• OLR policy or procedures
• Conduct by OLR staff
• Access to Service
• Timeliness of Service
• Outcome
• Quality of service
• Standard of service

Guiding Principles

Accessibility – The complaints process will conform to the Accessibility for Ontarians with Disabilities Act (AODA)

Visibility – The complaints process will be published on the OLR website.

Responsiveness – All complaints will be acknowledged and resolved in a timely manner.  Complainants will receive acknowledgement of receipt of the complaint, including a description of the process for resolving the complaint.  Where possible a time frame for resolution will be given.

Confidentiality – Complaints will be dealt with in a confidential manner according to MFIPPA and will be informed of the circumstances where disclosure may be necessary.

Customer focus – Complainants will be informed of the expectation that they will be treated with respect.

Documentation – A log of all complaints and steps taken will be established and maintained.

Communication/training – All OLR staff will be informed and trained on the OLR's complaint handling procedure.

Complaint Handling Procedure

• A member of the public may initiate a complaint by phone, email or written form.  A written form will be provided on our website and by mail or email where needed.  Staff will assist complainants who need help completing the form.  Disabilities or other circumstances such as illiteracy that interfere with completing the Complaint Form will be accommodated.
• When the form is received, the complaint will be logged and a number assigned.
• Initial Notification to Complainant:  Within (3) business days, acknowledgement of the complaint will be provided together with a file number and description of the process for resolving the complaint.  If the complaint is, on its face, not within OLR jurisdiction the complainant will be referred appropriately.  If the complaint is in fact a suggestion, enquiry, feedback, request for service or compliment, then the complainant will be informed of this and responded to appropriately.  If more details are required, the complainant should be asked for these and informed that these are required in order for the complaints process to proceed. Where possible, the complainant will be informed of the time frame for resolution.
• Informal Resolution:  The complaint will be assigned to Inquiries and Investigations Counsel for resolution.  If Inquiries and Investigations Counsel is complained against, the complaint will be assigned to the Lobbyist Registrar.  Counsel or the Registrar will initiate discussions for informal resolution, where possible. 
• Assessment:  Where informal resolution is not possible, Counsel or the Registrar will assess and determine whether investigation is required. 
• A complaint may rejected without further investigation where:  it is outside OLR jurisdiction; frivolous or vexatious; does not disclose a reasonable basis for complaint or does not provide sufficient information to assess the complaint.
• Investigation:  Where the Counsel or the Registrar determines that an investigation is required, an investigation plan will be developed. 
• Investigation Procedures:  Investigation procedures include an investigation plan; confidentiality of the investigation; disclosure of the allegations to the person complained against, opportunity to respond; interim and final reports.
• Resolution:  The resolution of the complaint will be documented in a final report, to be kept in the complaint file.
• Notification of Outcome:  The complainant will be informed of the status of the complaint on a regular basis and the outcome, where possible.

Timeframes

• Target timeframes will be set for initial notification, assessment, investigation, resolution and notification of outcome. 

Tracking and Reporting

• Each complaint will be logged and tracked through a tracking number. 
• Information to be kept for each complaint includes:
• Tracking number
• Complaint Form completed by complainant, including name and contact information of complainant; date of complaint; summary of complaint; complaint form; complaint type
• Person to whom complaint assigned for resolution
• Target timeframes for resolution
• Notes of any informal resolution or other discussions with complainant
• Investigation plan, notes
• Interim and final reports including summary of outcome, date of resolution, any recommendations for improving OLR service to the public