Your Feedback Matters

Your feedback is important to us. Feedback can include making a complaint, giving us a compliment or making suggestions for improvements. Our goal is to meet and exceed the expectations of all of our clients and stakeholders. We want to make sure that everyone has the opportunity to share their thoughts. We will listen to all the feedback we receive and we will use it to improve how we deliver our services.

Contact Hamilton’s feedback process is accessible. This means that anyone is able to give us feedback, whether it is a complaint, a compliment or suggestions for improvements. There are many ways in which a person can provide their feedback.

You can submit feedback for yourself or on behalf of an organization or someone you represent like a parent or sibling or support person. Your feedback can be anonymous or you can ask for a response by providing your name and contact information.

We have a feedback booklet and form that are available in larger print, upon request.

You can provide feedback in person and by phone during regular business hours (8:30 a.m. to 4:30 p.m., Monday to Friday) and by email, fax, and mail when it is convenient for you.

If your feedback is related to a community partner/agency other than Contact Hamilton, we will acknowledge receipt of your feedback and we will direct you to the appropriate agency.

How You Can Provide Feedback

You have many choices about how you can provide your feedback:

In person:

Please call the office (see the phone numbers below) and ask for an appointment to speak with the appropriate Manager. A mutually convenient meeting date and time will be arranged.


Please call 1-866-288-9659 and ask to speak with the Passport Program Manager.


Please email your feedback to


Please complete the Customer Feedback Form, which is found in the Feedback booklet, or write us a note and fax it to: 1-844-777-6664.


Please complete the Customer Feedback Form, which is found in the Feedback booklet, or write us a note and mail it to:

Contact Hamilton
Attention: Feedback
4 – 140 King Street East
Hamilton, ON L8N 1B2


If you want to provide feedback in a way that is not listed here, our staff will discuss options with you, based on your particular need. Please call 1-866-288-9659 to discuss your options.


Step 1: If you are comfortable, please share your complaint or concern with the staff person that you dealt with and he or she will listen to you and attempt to resolve the issue. The staff person will record the complaint and the resulting actions. Our hope is that most of the complaints are dealt with at this stage.

Step 2: If your issue is not resolved to your satisfaction during Step 1 OR you are not comfortable approaching the staff person involved, please ask to speak with the Manager for that program.

For more information about making a complaint, please click here.

What happens to your feedback?

If you leave us your contact information, a Contact Hamilton staff person will respond to you within 5 business days.

All the feedback we receive will be recorded and will be given to the Manager of the service for their review and action.

In addition, once a year, the Board of Directors will receive a summary report of all the feedback that was received and the resulting actions. This is one way we monitor our quality assurance and risk management.