Citizen Service Standards

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Citizen Service Standards

Citizen Service Standards align to the City of Vaughan’s 2018-2022 Term of Council Service Excellence Strategic Plan priority of Citizen Experience and its objective to ensure citizens receive the best experience in person, by telephone and electronically by providing exceptional end-to-end citizen-centred services, enhancing access and streamlining services with the use of technology. The standards are designed to enhance a consistent, multi-channel, end-to-end citizen service experience for City services.

In-person standards ensure:

citizens and visitors are treated with courtesy and respect.
citizens and visitors are served on a first-come, first-served basis.
citizens with different abilities and special needs are provided with appropriate accomodations.
City staff identify themselves with appropriate identification.

Telephone standards ensure:

voice mail messages are returned (acknowledged) within two (2) business days and if required, a response is provided within five (5) business days.
personal voice mail greetings are courteous, give the caller as much information as possible and request callers to leave a detailed message.
callers are assisted and if needed, are directed to the appropriate area. Callers will not be transferred to another voice mailbox without being made aware. Citizens calling the appropriate area will have their issue resolved by involving as few City staff as possible.
City staff provides their name, department, telephone number and extension they can be reached at when returning a telephone call.

Email standards ensure:

emails that require a response are acknowledged within two (2) business days and a response is provided within five (5) business days.
vacation and absence “out-of-office” messages are activated providing up-to-date staff availability, and a co-worker’s name and contact information as back up while out of the office.

The City of Vaughan is committed to continuous improvement by facilitating an environment where all complaints are addressed fairly, respectfully, transparently and as quickly as possible. In order to file a formal compliment or complaint, visit Compliments and Complaints.

Contact Information

Primary Mailing Address:
Vaughan City Hall
2141 Major Mackenzie Dr.
Vaughan, ON L6A 1T1

Access Vaughan:
Phone: 905-832-2281
TTY: 1-866-543-0545
North American toll-free: 1-844-832-2112

Call centre hours of operation:
Monday to Friday: 8:30 a.m. to 7:30 p.m.

Report municipal emergencies on evenings and weekends by calling 905-832-2281 and pressing '0' to speak to the City's third-party service provider.

General Directions:
From the west: Take Highway 400 north and exit at Major Mackenzie Drive. Travel east past Keele Street to Vaughan City Hall, 2141 Major Mackenzie Dr.

From the east: Take Don Valley Parkway/Highway 404 north and exit at Major Mackenzie Drive. Travel west past Dufferin Street to Vaughan City Hall, 2141 Major Mackenzie Dr.

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