To establish customer service standards for the Corporation of the Town of Oakville (the town) to ensure a consistent, standard practice that reflects the town’s commitment to customer service excellence and accessibility.
This procedure applies to all forms of customer service by town employees to each other and the community and includes but is not limited to online, electronic, print and verbal communications.
The following customer service standards shall be followed by town employees and where applicable, shall be applied in accordance with the town’s Electronic Messages and Anti-Spam Compliance procedure, corporate identity standards (Cid), accessibility and other related policies and procedures:
Employees are responsible for:
Corporate identity standards: the town follows corporate identity standards (cid), which outline proper use of the corporate logo, typography and colours. The standards also address proper use of editorial style, plain language and accessibility considerations.
Procedure Number: G-COM-003-001
Parent Policy: G-COM-003
Author: Strategy, Policy and Communications department
Effective Date: 2006 Jul 04
Review by Date: 2024
Last Modified: 2019 Sep 23
Customer Service Standards and Customer Conduct Policy and Related Procedures
Public Engagement Procedure
Translation and Interpretation Procedure
Corporate Gift Procedure
Customer Service Standards Procedure
Electronic Messages and Anti-Spam Compliance Procedure
Corporate Identity Standards
Information Technology General Use and Practices Policy
Information Technology General Use and Practices Procedure
Online Communications Policy
Municipal Freedom of Information and Protection of Privacy Act (MFIPPA)