The purpose of this procedure is 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.
All communications should follow the town’s customer service values:
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-001-005
Parent Policy: G-COM-001
Author: Strategy, Policy and Communications department
Effective Date: 2006 Jul 04
Review by Date: 2021
Last Modified: 2016 Nov 14
G-COM-001-001 Public Engagement procedure
G-COM-001-002 Communications procedure
G-COM-001-003 Translation and Interpretation procedure
G-COM-001-004 Corporate Gift procedure
G-COM-001-005 Customer Service Standards procedure
G-COM-001-006 Electronic Messages and Anti-Spam Compliance procedure
Corporate Identity Standards
A-ISS-001 Information Technology General Use and Practices Policy
A-ISS-001-001 Information Technology General Use and Practices Procedure
G-COM-002 On-line Communications Policy
Municipal Freedom of Information and Protection of Privacy Act (MFIPPA)