Service Charter
The Service Charter sets out clear expectations of the City's service standards. Our pledges outline our customer service promises to residents when they interact with the City. Our service commitments sets tangible deliverables the public can expect. For specific service commitments, visit related services pages.
Our PledgeProfessional We will provide accurate, quality, timely and helpful services. Accessible We will provide easily accessible services to the diverse Richmond Hill community. Courteous We will serve, help, and support you with respect and courtesy. OpenWe will be open and accountable. AttentiveWe will actively listen to your needs and feedback and address requests and complaints quickly and effectively, and strive for continuous improvement. |
Your RoleRespectPlease give our team the same respect that we give you. UnderstandingPlease have patience and understanding. We are working hard to help you and provide you with a safe, positive and welcoming experience. GoodwillVerbal abuse and aggressive and violent behaviour will not be tolerated. |
Our Service Commitments
In-person
Business hours are 8:30 a.m. to 4:30 p.m., Monday to Friday, except for statutory holidays and unless other times are posted.
By phone
A customer service advisor is available to help you Monday to Friday between 8:30 a.m. to 4:30 p.m. For most inquiries, you will hear from us within two to five business days.
By email, online or mail
For most inquiries, you will hear from us within two business days.
By social media
Social media communication services are available from 8:30 a.m. to 4:30 p.m., Monday to Friday (excluding holidays).
Communication that presents a service opportunity will be responded to within 24 business hours. Acknowledged requests will be provided within five business days. Responses might be provided in other communication channels.