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The policy aims to protect municipal resources and service excellence while maintaining a workplace free from discrimination, harassment, bullying, and violence. It defines who is covered, specifies key exclusions, and establishes foundational definitions such as complaint, complainant, feedback, and categories including frivolous, harassment, and unreasonable conduct.",{"@graph":63,"@context":122},[64,80,101],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":41,"@type":70,"position":76},"https://docshare.wps.com/template/letters/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/frivolous-vexatious-or-unreasonable-requests-or-complaints-policy-policy-gov-21-01/290055/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/frivolous-vexatious-or-unreasonable-requests-or-complaints-policy-policy-gov-21-01/290055.png","ImageObject",442,249,{"name":88,"@type":89},"Sage","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-09-21","2026-09-17",true,{"@type":98,"interactionType":99,"userInteractionCount":9},"InteractionCounter",{"@type":100},"ViewAction",{"@type":102,"mainEntity":103},"FAQPage",[104,110,114,118],{"name":105,"@type":106,"acceptedAnswer":107},"What is the purpose of this policy?","Question",{"text":108,"@type":109},"The policy provides consistent practices for handling frivolous, vexatious, or unreasonable requests or complaints, protecting time and resources while supporting service excellence. 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An unreasonable complaint or request is likely to cause distress or disruption without proper or justified cause and may negatively affect the ability to deal with complaints due to the nature or frequency of contact.","https://schema.org",{"og:url":78,"og:type":124,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":126,"canonical":78},"index,follow",{"doc_id":128,"site_id":56},290055,1789640201,{"code":4,"msg":5,"data":131},{"doc_id":128,"user_id":132,"nickname":88,"user_avatar":133,"doc_module":9,"category_id":40,"category_name":41,"doc_title":59,"doc_description":61,"doc_content":134,"file_id":135,"file_url":136,"file_type":137,"file_size":138,"view_count":47,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":139,"language":140,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":141,"faqs":142,"seo_title":143,"seo_description":61,"update_tm":129,"read_time":76},687197207057,"https://ap-avatar.wpscdn.com/davatar_29158cc5080c5b710cf443261637dec0","| Title: | Frivolous, Vexatious or Unreasonable Requests or Complaints Policy |\n| --- | --- |\n| Number: | GOV-21-01 |\n| Approved By: | City Council |\n| Administered By: | Legislative Services |\n| Effective Date: | April 26, 2021 |\n| Revised Date: | October 2024 |\n\n1.0 Purpose/ Background  \nThe City recognizes the importance of public input and welcomes Complaints as valuable forms of Feedback. The City also recognizes that Complaints, which are Frivolous, Vexatious or Unreasonable, can consume a disproportionate amount of time and resources and impede Employees from attending to other customers or essential issues. This Policy provides City of Oshawa Employees with consistent practices for handling Frivolous, Vexatious or Unreasonable Requests or Complaints about City programs, facilities, services and Employees.  \n2.0 Policy Statement  \nActions taken pursuant to this Policy will ensure that municipal resources are used effectively and efficiently, while maintaining a high level of service excellence and responsiveness and at the same time providing a work environment that is free from discrimination, Harassment, bullying and violence as outlined in the City’s Respect in the Workplace – Harassment and Violence Policy.  \n3.0 Scope/Application  \nThis Policy applies to all Employees (including employees of the Oshawa Senior Community Centres), Volunteers, Students, and/or Contracted Service Providers of the Corporation of the City of Oshawa.  \nThis Policy does not apply to:  \n• Complaints about Members of Council (as they are governed by the Council Code of Conduct By-law 51-2015, as amended , and investigated by the Integrity Commissioner);  \n• Members of advisory and quasi-judicial committees and local and other boards;  \n• A function where there is a statutory or prescribed process for review or which is governed by specific legislation;  \n• Complaints from Employees about other Employees or working conditions;  \n\n| Effective: April 26, 2021 | Revised: October 2024 | Page 2 of 9 | Number: GOV-21-01 |\n| --- | --- | --- | --- |\n\n• Allegations of violations of Canada’s Criminal Code.  \nThis Policy does not apply where legal action against the City or a City official has been threatened or commenced. Additionally, the Policy does not apply to typical Complaints, which are addressed through the Complaint Management and Resolution Policy, which provides the public with an avenue for submitting Complaints about City programs, facilities, services and Employees, and provides a consistent practice for handling Complaints.  \n4.0 Definitions  \nCity means the Corporation of the City of Oshawa.  \nComplaint means an expression of dissatisfaction or concern about the action or lack of action taken regarding operations, facilities, services or programs provided by the City or a person or body on behalf of the City. A Complaint can be spoken, written or submitted by another method of communication.  \nComplainant means a customer person who is submitting a Complaint. Any customer who uses or is affected by City services can make a Complaint including residents, visitors, businesses and community groups.  \nContracted Service Provider means an individual or business that undertakes a contract or agreement with the City in order to perform a service on a continuing basis (e.g. Security Guard Services, Marriage Officiants, etc. ) .  \nCouncil means Oshawa City Council as a whole.  \nCouncil Member means an individual member of Council, including the Mayor.  \nCyberbullying means the use of communication technologies to engage in deliberate, repeated or hostile behaviour intended to harm, embarrass, Harass or slander someone deliberately, including, but not limited to: social media outlets (e.g. Facebook, Instagram, Twitter, YouTube, LinkedIn, etc. ), personal blogs, web pages, discussion groups or online media/newspaper articles.  \nEmployee means all full-time, part-time, temporary, seasonal and Employees hired on a contract basis for a defined period","cbCaikiZzb0ZKvSP","https://ap.wps.com/l/cbCaikiZzb0ZKvSP","pdf",70924,9,"English","# Purpose/ Background\n# Policy Statement\n# Scope/Application\n# Definitions","[{\"question\":\"What is the purpose of this policy?\",\"answer\":\"The policy provides consistent practices for handling frivolous, vexatious, or unreasonable requests or complaints, protecting time and resources while supporting service excellence. It also reinforces a workplace free from discrimination, harassment, bullying, and violence.\"},{\"question\":\"Who does this policy apply to?\",\"answer\":\"It applies to employees (including Oshawa Senior Community Centres employees), volunteers, students, and contracted service providers of the City of Oshawa.\"},{\"question\":\"What complaints are excluded from this policy?\",\"answer\":\"It does not apply to complaints about members of council, advisory and quasi-judicial committee members and local boards, matters with a statutory or prescribed review process, complaints from employees about other employees or working conditions, allegations of violations of Canada’s Criminal Code, or situations where legal action against the City or a City official has been threatened or commenced.\"},{\"question\":\"How does the policy define a complaint and an unreasonable request or complaint?\",\"answer\":\"A complaint is an expression of dissatisfaction or concern about City operations, facilities, services, or programs, submitted in spoken, written, or other communication methods. An unreasonable complaint or request is likely to cause distress or disruption without proper or justified cause and may negatively affect the ability to deal with complaints due to the nature or frequency of contact.\"}]","Frivolous, Vexatious or Unreasonable Requests or Complaints Policy - Policy GOV-21-01 | PDF"]