The organization and its commitments

The comments, suggestions and complaints made by citizens are very important to us, since they help us to improve our service quality.

If the service you received did not meet your expectations, we invite you to inform the person with whom you dealt, in order to find a satisfactory solution. Most problems can be resolved in this way.

If you do not know who to contact, please ask Customer Services.

If, after taking these steps, you still feel you were unfairly treated by a decision or omission on the part of the MRNF, you may contact the Office of the Complaints Manager, in writing or by telephone.

Office of the Complaints Manager

The Office of the Complaints Manager offers you an additional recourse to a neutral, impartial authority in cases where you feel your needs were not adequately addressed by one of the MRNF’s administrative units

Submitting a Complaint

To enable the Office of the Complaints Manager to process your case, we ask you to provide the following information:

• Your name, address and telephone number.
• A detailed description of the situation.
• The outcome of your approach to the administrative unit in question, up to the time of your complaint.
• Your expectations in requesting a review by the Office of the Complaints Manager.

If your complaint or request involves other Government departments, agencies or bodies, we recommend that you approach them individually.

What Happens Next

If you submitted your complaint in writing, an acknowledgement will be sent within three days of receiving your complaint.

When your case is processed, someone from the Office of the Complaints Manager may contact you for additional information or documentation.

The Complaints Manager’s final response will be sent to you in writing, within 20 days or less of the date on which your complaint was received. You will also be given a clear explanation of the reasons for the decision.

Office of the Complaints Manager