Photo: Town of Milton
The Town of Milton has introduced new Customer Service Standards and a Customer Code of Conduct aimed at providing consistent, respectful, and accessible service for residents.
This new framework establishes clear expectations for both Town staff and customers by setting response timelines for inquiries across service channels, supporting inclusive and barrier-free service, and outlining how the Town may respond to unacceptable behaviour to help keep municipal facilities safe and welcoming.
“Creating a positive customer experience is a shared responsibility,” says Tash Harriott, Director of Communications and Customer Experience. “The Customer Service Standards and Customer Code of Conduct provide a foundation for staff and the community to work together with respect, understanding, and accountability, helping us meet the needs of Milton’s growing community.”
The Town says the standards were developed following a customer service survey conducted in June, which identified timely service, accurate information, and respectful, accessible interactions as top priorities for residents.
Mayor Gord Krantz said the changes are designed to give residents confidence that they can access Town information and services in a clear and timely manner.
In addition to the new standards, the Town continues to invest in digital tools to improve customer service, including AI-powered phone support, Next Generation 911, and expanded online self-service options to make accessing municipal services faster and more convenient.
Residents can learn more about the Customer Service Standards, Customer Code of Conduct, and other service improvements here.
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