Written By Jan Sims
MIDDLESEX CENTRE - Four in ten staff members with Middlesex Centre say they’ve experienced abusive behaviour from the public.
That’s the troubling finding of the 2026 report on customer service brought to council at its November 4th meeting. “I think this is a finding that council should be aware of,” said Graham Pressey from Blackline Consulting in presenting highlights of the report. It included feedback from both Middlesex Centre staff and members of the public.
“It’s not cool,” remarked councillor Sue Cates when the report went for discussion and talk turned to the subject of abusive behaviour. Cates said it’s an issue she’s “very passionate about.”
“Please be kind,” said councillor Jean Coles of the public, adding that a clear definition of what constitutes abusive behaviour would be helpful. “I’ve had residents contact me saying ‘staff told me I was being abusive and I didn’t think I was being abusive’”, said Coles.
Council was told a customer service policy is in the works by municipal staff, which will include a code of conduct for the public.
The report also cites the need for staff training and support, stating: “Most employees who said they often experience abusive behaviour say that customers ‘don’t know what they need or how the process works.’ This may indicate that clearer process information could reduce at least some of the conflict.”
As for the overall findings of the report: “On the whole fairly positive. But we do want to note the issues here,” said Pressey.
Overall, customer satisfaction was rated as ‘very satisfied’ by 80% of survey participant who interacted with the municipality online, 71% who used in person services, 68% who contacted by phone, and 62% who used email.
The survey looked at three main areas, including planning and development, community services, and customer services such as interacting with someone on a front desk. “Overall, the message is quite positive for the municipality,” said Pressey. “They see staff as being professional and helpful,” added Pressey.
