We are committed to customer service

Halton Region is committed to providing our residents with high-quality customer service that is professional, consistent, informative and friendly. We know how much our residents depend on us and how busy life can be, for that reason we take pride in offering you first-rate service and multiple ways to connect with us.

One of the secrets to our success is the support and dedication of Access Halton, Halton Region’s customer service team. In honour of Customer Service Week, which takes place October 5 – 9, I would like to thank them for their commitment and dedication to our customer service promise.   In 2014 alone, our team managed over 313,000 calls, 10,000 emails, 13,000 web service requests and 24,000 reception visits.

We have done our best to make it easy to connect with Halton Region to find the information you need.  Online, by phone, email or in-person, if you need to connect with Halton Region for information, our team is always ready to greet you with a friendly welcome.

Our website, halton.ca provides detailed information about our programs and services and includes a variety of online tools that connect you to the services you need.  You can visit halton.ca/311 to book metal or appliance collection, report a missed waste collection, update your immunization records, sign up for prenatal programs, register for heat or cold alerts and more. If you are looking for the latest information on Regional programs and services, visit halton.ca and our Twitter, Facebook, LinkedIn and YouTube channels are updated frequently.

Dial 311 and your call will be answered by one of our knowledgeable customer service representatives, who will respond to your questions or connect you to someone who can.  We can also connect you to your local municipality, school board and police (for non-emergency calls).  We answer calls 24 hours a day, seven days a week.  If you require assistance in a different language, Access Halton staff has quick access to interpreters in more than 200 languages. 311 is more than a telephone number, it is your connection to Halton’s Government Services.

One click, one call does it all!

As always, if you have any Regional concerns or comments you would like to share, please feel free to email me at gary.carr@halton.ca. Your feedback is important to us. We use it to enhance our services.  You can also find me on Twitter@garycarrhaltonLinkedIn or Facebook. To receive further updates on Regional issues, please subscribe to my quarterly e-newsletter, “The Carr Report.”

Q2 Accomplishments 2014

Fiscal Responsibility

Tax Policy Report approved
On April 16, Regional Council approved Halton Region’s Tax Policy Report which details the Region’s final 2014 tax rates based on the 2014 Budget and Business Plan, approved by Halton Regional Council on December 11, 2013.

Public Engagement 

Citizens’ Report 2013 released
On April 2, Halton Region released the Citizens’ Report 2013 which highlights accomplishments related to key actions and initiatives in the Citizens’ Priorities Action Plan.

Customer Service

Region marks 40 year anniversary
The County of Halton was dissolved and the Regional Municipality of Halton was established on January 1, 1974. Halton Region marked the anniversary and celebrated 40 years of customer service excellence with the launch of a new Twitter account, @RegionofHalton. Additionally, to recognize the contributions of Halton’s namesake, Major William Halton, to the development of the Region and the province, the new North Oakville Transportation Corridor between Bronte Road (Regional Road 25) and Ninth Line, will be named William Halton Parkway. Construction on the new corridor will begin this year. 

Be an Employer of Choice

Halton Region appointed two new commissioners
On April 16, Regional Council approved the appointment of two new commissioners to fill positions recently vacated following the retirements of the Region’s Commissioner and Medical Officer of Health and Commissioner of Public Works.

James A. Harnum was appointed as Commissioner of Public Works, effective Tuesday, May 20, 2014 and Dr. Hamidah K. Meghani was appointed as Commissioner and Medical Officer of Health, effective Monday, July 14, 2014. 


Pre-election advocacy campaign informed voters
In advance of the June provincial election, Halton Region prepared a questionnaire for the candidates from the ridings of Burlington, Halton, Oakville and Wellington-Halton Hills. The questionnaire provided candidates with an opportunity to explain to voters how they would advocate for Halton and how their party would resolve the challenges facing Halton Region. Responses were posted at Halton.ca/OntarioElection2014.

Economic Development

Halton Region endorsed Sheridan College’s plan to become a university
In June, Halton Regional Council voted in favour of Sheridan College’s plan to expand postsecondary education options. Halton Region endorsed Sheridan’s plan to pursue university status because it will improve access to local postsecondary education, ensure a strong labour force to meet the needs of local employers and attract talent to Halton.

Starter Company announced
Halton Region announced the launch of a new program called Starter Company, perfect for those aged 18 to 29 who have always wanted to be entrepreneurs. The program is offered by Halton Region in partnership with the Ontario Government and provides training, mentorship, business skills development and grants of up to $5,000 to help eligible individuals start a new business, expand a business or purchase a business.

Physician Recruitment Week a success
Every year, Halton Region and local hospitals celebrate the efforts of Halton’s physicians and recognize their contributions to our community with Physician Appreciation Week, which took place this year from April 28 to May 2. Now in its 11th year, Physician Appreciation Week in Halton was originally established in 2003 by the Halton Physician Recruitment program. Attracting new physicians to establish medical practices in Halton continues to be a priority in Halton’s Citizens’ Priorities Action Plan. Halton Region’s Physician Recruitment program has helped bring more than 200 new family doctors to Halton since 2003.

Waste Management

Winter Ice Storm Yard Waste Collection Program
Halton Region implemented a special bulk brush collection service in designated service areas from March 31 to May 30, followed by a call-in service throughout June for roadside brush collection in non-serviced areas in response to the December 2013 major winter ice storm. The Region worked closely with the Local Municipalities to ensure that storm debris was collected in an effective and efficient manner. In addition, the Region continued to waive the tipping fee for yard waste at the Halton Waste Management Site to the end of June so that Halton residents and contractors could drop off brush debris or chipped materials at no charge.

Special Waste Drop-off Days held in Burlington, Halton Hills and Oakville
Halton Region held Special Waste Drop-off Days this spring in Burlington, Halton Hills and Oakville. Approximately 2,800 residents attended the events designed to provide Halton residents with a convenient opportunity to safely recycle and dispose of items like electronics and household hazardous waste, which should not be placed in the garbage.

Spring Compost Giveaway
In May, approximately 3,500 residents attended Halton’s annual Spring Compost Giveaway at the Halton Waste Management Site. During the event, residents picked up processed compost to use in their garden and landscaping projects. Halton residents also generously donated 4,340 kg of non-perishable food items and contributed $7,720 for local Halton food banks. 

Scout tree planting event
In May, Halton Region partnered with Conservation Halton and Halton Area Scouts to host the annual Trees for Watershed Health planting event at the Halton Waste Management Site.  The event was a big success with over 300 volunteers planting 3,000 trees at the site. 

Environmental Protection and Conservation of Water

Rain barrel sales events
Halton Region held its sixth annual rain barrel truckload sales events as part of Halton’s Water Efficiency and Conservation Program. Approximately 2,225 rain barrels were sold over the four events. The use of rain barrels helps to reduce outdoor water use.

Outdoor Water Use Program launched
Halton Region launched the annual Outdoor Water Use Program in June. The program is designed to help reduce peak demand associated with summer water use when water consumption often doubles. 


Well upgrades completed

  • The Region completed a comprehensive upgrade of the Fourth Line Well Field in Acton to ensure that wells continue to meet all provincial water quality standards and to provide water for future growth within Acton.  
  • Upgrades were completed at the Lindsay Court Well Field to include a standby well and to ensure that the wells continue to meet all provincial water quality standards.  The upgrades will ensure that Georgetown’s water supply remains reliable and safe for the long term.  

Planning Sustainable Communities 

Completion of the Regional Official Plan Amendment (ROPA) 38 Guidelines
In June, Halton’s Inter-Municipal Liaison Committee endorsed the Regional Official Plan Guidelines. The 17 guidelines, developed through an extensive public consultation process, will assist municipalities and the public with policy implementation of the Region’s Official Plan. 

Annual update on employment activity in Halton
Council received the 2013 Employment Survey Results report in June. The report highlights key findings on employment activity and land use patterns resulting from the 2013 comprehensive door-to-door survey of businesses in Halton Region. 

Annual update on housing trends in Halton
Council received the Halton Region – 2013 State of Housing Report. The report provides an update on housing trends to assist in monitoring the success of the Region’s housing and growth management policies. The report highlights that the Region’s Official Plan targets related to density and affordability for new housing units in Halton were both exceeded in 2013. 

Defining and Preserving Natural Heritage 

75th Anniversary of Halton Regional Forests:  A Biodiversity Strategy and Property Acquisition
This year marks the 75th Anniversary of the Halton Regional Forests.  To commemorate this event, on June 18, Regional Council approved a Biodiversity Strategy for the Regional Forests, as well as the purchase of a 37 hectare property. This is the first expansion to the Regional Forest in nearly 50 years.  Biodiversity is key to maintaining the function and integrity of the Regional Natural Heritage System. The Biodiversity Strategy will guide conservation and enhancement of the Halton Regional Forests over the next 10 years. 

Halton Region Museum Master Plan
On June 18, 2014, Regional Council approved the Halton Region Museum Master Plan which details a long-term plan and vision to transform the Halton Region Museum into the Halton Heritage Centre (HHC). The Master Plan outlines a new and innovative model for the delivery of regional heritage services in which the Museum will not only continue to care for the Region’s own collection but will provide professional services in exhibit planning and design, public program development and artifact conservation. The details and strategy for implementing the Halton Heritage Centre will be determined during the Region’s next term of Council.

New exhibit launched at the Halton Region Museum
A new exhibit, Flights of Folly: Learning from the Passenger Pigeon, was launched at the Halton Region Museum Visitor Centre on June 11, 2014. Flights of Folly acknowledges the 100th anniversary of the extinction of the Passenger Pigeon by offering an interactive and educational experience that explores issues surrounding extinction and de-extinction and present-day species at risk. 

Corporate Sustainability 

Corporate Sustainability Action Plan on track
Implementation of the Corporate Sustainability Action Plan is on track, as reduction of the Region’s ecological footprint for internal operations continues. Recent accomplishments include the Region receiving the E3 Bronze Fleet Rating, recognition as the Smart Commute Halton Employer of the Year and recognition from Oakville Hydro Corporation for completed energy retrofit projects. 

Promoting Healthy Living 

Health Department hosts successful Workplace Health Networking Meeting
On June 17, the Health Department hosted a Workplace Health Networking Meeting entitled “How Much Are You Sitting? Move More at Work, Sit Less!” Over 60 workplace representatives heard keynote speaker Dr. Travis Saunders discuss “Is Sitting Killing Us?” He shared the latest research evidence and effective approaches workplaces can implement to encourage physical activity at work.   

April 8 Smoking Cessation Best Practice Workshop
On April 8, the Health Department participated in the Registered Nurses Association of Ontario’s Nursing Best Practice Smoking Cessation Initiative by hosting a Smoking Cessation Best Practice Champion Workshop. Forty-eight health care professionals learned simple intervention techniques to dramatically reduce rates of smoking, in addition to connecting with Canada-wide champions and learning about best practice tools and resources. 

Family Health Information Line receives 99 per cent satisfaction rating
A recent evaluation of the Family Health Information Line showed a 99 per cent satisfaction rating from Halton residents who access the line to connect directly with a public health nurse for information and resources.  

Air Quality 

Halton Region climate change picture books recognized with three awards
In June, Health Department staff were recognized with three awards for the ‘Owls for Climate Change’ children’s picture book series, including a 2014 Gold Quill Award of Excellence (from the International Association of Business Communicators – IABC), a 2014 Conservation Halton Award, and a 2014 Apex Award for Publication Excellence. To view or purchase the books, visit: www.halton.ca/owlbooks.   

Children and Youth Development 

Promoting safety with two community car seat safety spot checks
As part of Halton Region’s commitment to community safety, Regional staff, Halton Regional Police Services, Milton and Halton Hills Fire Departments and Cooperators Insurance jointly supported two car seat safety spot check clinics in Acton (April) and Burlington (May). In total, 266 seats were seen at the quick check with 117 requiring a full inspection due to installation errors. 

Over 100 trained in effective youth engagement
Aligned with a release of a new guideline for working with youth by the Our Kids Network, Health Department staff delivered training related to how to engage youth in health and social services to over 100 staff and community partners. 

As always, if you have any Regional concerns or comments you would like to share, please feel free to email me at gary.carr@halton.ca. You can also find me on Twitter @garycarrhalton, LinkedIn or Facebook. To receive further updates on Regional issues, please subscribe to my quarterly e-newsletter, “The Carr Report.”


Q1 Accomplishments 2014

Fiscal Responsibility

Moody’s Investors Services Reaffirms AAA Credit Rating for Halton Region
In February, Moody’s Investors Services assigned an AAA credit rating to Halton Region in recognition of the Region’s strong financial position and prudent budgetary practices. In its annual review, Moody’s attached a “stable outlook” to this rating, indicating its confidence in Halton’s ability to maintain this standing in the future.

Attracting & Retaining Jobs

Women Entrepreneurs in Halton Invited to ‘Learn, Connect and Grow’
On March 5, in celebration of International Women’s Day, the Halton Region Small Business Centre partnered with the Ontario Ministry of Economic Development, Trade and Employment to host a business event for over 60 Women Entrepreneurs and small business owners at the OE Banquet Hall & Conference Centre in Oakville.  

Economic Development Strategy on Track
On March 26, Regional Council approved the Progress Achieved under Halton Region’s Economic Development Strategic Implementation Plan 2012-2021as well as the 2013 Economic Review. The review highlights both the significant real estate and business investment in Halton in 2013 and the tremendous growth in non-residential development over the past several years.

Physician Recruitment Initiative 2013 Reports Year-End Results
On March 26 Regional Council approved the 2013 year-end report for the Physician Recruitment Initiative which saw the recruitment of 22 new family physicians to Halton.

Promoting Tourism

Halton Food Tourism Summit
On March 6, Halton Region held the Halton Food Tourism Summit at the Halton Region Museum. This session, part of the Region’s Agritourism Action Plan, provided educational and networking opportunities for local farmers and restaurateurs interested in taking advantage of the rapidly growing local food movement. Topics included Food Tourism 101, Food Tourism Best Practices and Strategies for local food sourcing.

Emergency Preparedness

Station Expansion
On March 11, construction started on the new northwest Oakville paramedic station located at Bronte Rd. and Pine Glen Rd. The new station will help paramedics respond to calls in the area more quickly, improving patient outcomes and saving lives. The new station is scheduled to open in early 2015. 

Customer Service 

SQM North American Call Centre Industry 2013 Award
This past January, Service Quality Measurement Group (SQM) recognized Access Halton as a Service Quality Award of Excellence Winner for 2013. Halton Region received the SQM North American Call Centre Industry 2013 Award for highest customer service in government. This award is based on first call resolution (FCR), the measure of how many calls are required to resolve an issue, answer a question or get a requested service. Halton Region measures call centre customer satisfaction annually. 

Accessibility Update
During the first quarter, Halton Region continued to remove barriers to people with disabilities and meet provincial accessibility standards. Halton worked with the Local Municipalities to arrange joint training for Regional and Local Municipal staff on new accessible built environment standards and accessibility changes in the Ontario Building Code. The Accessibility at Halton Region booklet was completed to supplement the accessibility training module launched in 2013. 


Advocating for a Strong Halton
On March 26, Regional Council approved recommendations provided through the report “Advocating for a Strong Halton Update”, to support Council in their ongoing advocacy work. Halton Region continues to Advocate for a Strong Haltonon issues that are important to Halton residents. The support of both levels of government in the form of long-term predictable funding is essential to maintaining the quality of life in Halton. 


2014 Civil Engineering Infrastructure Project of the Year Award
This spring, Halton Region received the 2014 Civil Engineering Infrastructure Project of the Year Award, presented by the Ontario Society of Professional Engineers (Halton-Hamilton Engineering Week). The award was presented for outstanding work on the Halton Zone 3 Interconnecting Watermain project (Burlington and Oakville). 

2014 Project of the Year Award
On March 1, Halton Region received the 2014 Project of the Year Award in the Civil Large Project Category for the North Oakville East Wastewater Pumping Station. The award was presented by the Ontario Society of Professional Engineers at the Hamilton/Halton Engineering Awards Ceremony.

Planning Sustainable Communities

Partial Approval of Regional Official Plan Amendment (ROPA) 38
On February 4, the Ontario Municipal Board (OMB) issued a decision partially approving ROPA 38 to bring it into conformity with the provincial Growth Plan. 

Environmental Protection and Conservation of Water

Drinking Water Quality Management Review Completed

This spring, the 2013 Drinking Water Quality Management Review was completed for Halton’s water systems. This review reconfirmed that the Region’s water systems are well managed to ensure safe drinking water services for all residents.

100% Compliance Rating for Halton’s Drinking Water Systems
Eleven annual Ministry of the Environment inspections were completed for Halton’s drinking water systems for the 2013 cycle. The findings revealed zero instances of regulatory non-compliance and 100% compliance rating for each of the 11 inspections.

Waste Management

Winter Ice Storm Emergency Yard Waste Collection Program
From January 1 to February 7, Halton Region implemented an emergency yard waste collection program in response to the December 2013 major winter ice storm. The Region worked closely with the Local Municipalities to ensure that storm debris was collected in an effective and efficient manner. 

The Region deployed a variety of resources to manage the storm generated yard waste, including retaining contractors to provide forestry-type equipment to chip and shred brush at the curb, adding waste collection vehicles to manually collect brush from the curbs and boulevards, assisting the Local Municipalities to set up temporary transfer sites where residents and contractors could drop off brush materials at no charge, and waiving the tipping fee for yard waste at the Halton Waste Management Site so that Halton residents and contractors could drop off brush debris or chipped materials at no charge. 

Defining and Preserving Natural Heritage 

Halton Museum Foundation Celebrated Black History with Two One-Woman Shows
On March 5 and 6, over 1,300 Halton students attended the Halton Region Museum’s presentation of the Spirit of Harriet Tubman and Things my Fore-Sisters Saw. The shows were held in celebration of Black History month and International Day for the Elimination of Racial Discrimination. 

Children and Youth Development 

New Online Oral Health Education Guides (OHEG) Available to Teachers
In February, a new online oral health teaching tool for educators was launched. Developed in collaboration with consultants from both Halton school boards, the Oral Health Education Guides connect oral health education directly to the Ontario Curriculum. 

New Support to Children with Mental Health Concerns
As of this spring, Mental Health Liaison Nurses are providing early identification and support to children with mental health concerns from kindergarten age to grade eight. Families can access this service through their child’s school or by calling 311.

As always, if you have any Regional concerns or comments you would like to share, please feel free to email me at gary.carr@halton.ca. You can also find me on Twitter @garycarrhalton, LinkedIn or Facebook. To receive further updates on Regional issues, please subscribe to my quarterly e-newsletter, “The Carr Report.”

311 Halton services – Now Available Online!

311 Halton is now available by call or click!

www.halton.ca/311 makes it easy to: find, pay, register, report or request services from Halton Region, the Halton Regional Police Service or any of the Local Municipalities including the City of Burlington, the Town of Halton Hills, the Town of Milton and the Town of Oakville.  You can also visit the site to look for job and volunteer opportunities.

Visit www.halton.ca/311 to find out about recycling and waste pickup, register for parenting or parks and recreation programs, report a non-emergency crime, pay for a parking ticket and so much more.

Customer Service is a priority for Halton Region.  311 Halton online is just one recent improvement to make it easier for you to connect with Halton Region.  Check out our new social media centre for other ways to connect with Regional programs and services online.

Halton Government Services are still available by dialing 311.  Remember, 311 is a non-emergency service that offers access to all eight Halton government partners (Regional and Local municipal governments, Halton Regional Police Services, Halton District School Board and Halton Catholic District School Board).  Callers who dial 311 can be assisted in more than 170 languages and through TTY.

As always, if you have any Regional concerns or comments you would like to share, please feel free to email me at gary.carr@halton.ca. You can also find me on Twitter @garycarrhalton or on Facebook. To receive further updates on Regional issues, please subscribe to my quarterly e-newsletter, “The Carr Report.”

Halton Region Celebrates Customer Service Week

It’s Customer Service Week and I want to take this opportunity to remind residents to take advantage of dialing 211 and 311 for easy access to programs and services in Halton. Call centre staff from Access Halton use state-of-the-art customer service technology to provide callers with fast and easy access to information and services; to compile data for monitoring service levels; and to track citizen inquiries to ensure timely responses. For the past five years, Access Halton’s call centre has been recognized by Service Quality Management for providing the highest level customer satisfaction in the government sector.  

211 is an information and referral service for community and social services available 24 hours a day, 365 days of the year. You can dial 211 to find a family doctor, learn about your options for childcare, inquire about employment insurance, existing job training programs or any other number of community and social service programs available to you.  You can find more information on 211 at www.211halton.ca External Link.

311 is a non-emergency telephone number which provides you direct access to Halton Region and our government partner services. Dialing 311 connects you with your Local Municipality, the Halton District School Board External Link and the Halton Catholic District School Board External Link. 311 can assist you with information about garbage pick up times, local parks and recreation programs or you can ask questions about road construction programs. You can also dial 311 to connect to the Halton Regional Police External Link for non-emergency calls. 311 is available 24 hours a day, 365 days of the year.

211 and 311 provide easier access to the services that residents of Halton Region require. There is no charge for dialing either number. Both 211 and 311 services are available in more than 170 languages or via TTY by dialing 905-827-9833. If you have questions just dial either number or visit Halton Region’s website www.halton.ca.

If you have any Regional concerns or comments you would like to share, please feel free to email me at gary.carr@halton.ca. To receive further updates on Regional issues, please subscribe to my quarterly e-newsletter, “The Carr Report.”