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Terms of Use

Please read the following content to learn about the terms you agree to be bound by when visiting our website, connecting with Regional staff and accessing programs and services.

Services and channels

The following terms of use apply to the services and channels indicated by tab.

Digital Service Account


  • To apply for some Halton Region services or benefits through our website, you will need to create an account. 
  • Creating an account will allow you to check the status of certain Halton Region services or benefits you have applied for, where the functionality has been enabled.   
  • You are not required to apply for a service or benefit online.  You can contact 311 for options to apply for services or benefits. 
  • If you create an account, the information collected will be retained in our system for the sole purpose of maintaining an account for you.   

What you need to create an account

  • Email address: an email address is required to create an account.  If you do not have an email address, you will need to create one to be able to register for an account.   
    • Once you have created an account, you will not be able to change the email address used to register your account.  
    • If you want to use a new email address in the future, you will need to register for another account.  The information associated with your previous account will not be accessible through the new account.   
  • Legal name: first name and last name.  This is important for confirming your identity whenever you need to log back into the account. 
  • Password:  you will be prompted to create a strong password. 
    • It will be your responsibility to keep your password secret and safe.
    • If you forget the password you established for your account, you can use the “forgot password” function to reset your password.  

Terms of use

  • You are not allowed to use another individual’s account unless you are acting on the individual’s behalf and have their permission to do so.   
  • You should always log out of your account when you are done using the site. 
  • If you become aware of a breach of security or unauthorized use of your account, you must notify us immediately by emailing
  • All security breaches will be investigated, and we have the right to suspend or terminate your account immediately if doing so will protect Halton Region’s systems. 


  • Messaging is a service that allows you to send messages through your account to the relevant Halton Region representatives. 
  • Messages will be retained in accordance to the Halton Region Retention Policy. For further information, email



  • Halton Region maintains the copyright for all original material at this site.
  • If you use the information at this site, please credit Halton Region, and provide a reference to our site,
  • Reproduction of multiple copies of materials on this site, in whole or in part, for the purposes of commercial redistribution is prohibited except with written permission from Halton Region.


  • Every effort has been made to provide the most accurate and up-to-date information available, and the Region is committed to maintaining the content of this site.
  • However, errors may occur, and information at this site may be, at times, dated. Halton Region cannot be held liable either directly or indirectly for consequential damages arising from the use of information or services provided at this site.
  • Halton Region makes no guarantees, expressed or implied, as to the reliability or accuracy of this service.
  • Halton Region has the right to discontinue, change or modify this site at any time without notice.

External links

  • This site contains links to other Internet sites.
  • Halton Region can make no representation concerning the content of any external site to you.
  • The fact that Halton Region’s site contains links to other Internet sites does not serve as an endorsement by Halton Region of any products or services in these sites.
  • No information in such site has been endorsed or approved by Halton Region. The Region is providing these links only as a convenience to you.
  • This is to inform you that Halton Region has not necessarily recently reviewed any of these sites and therefore cannot make any representations regarding the quality, safety or suitability of any information found there.

Social Media


The following terms and conditions govern the use of social networking sites managed by Halton Region. By using and/or visiting these sites, users agree to abide by the following terms and conditions, and Halton Region advises that all users read them carefully.


1. Social Media Disclaimer

For the most part, user comments and messages posted to Halton Region's official social networking sites are considered transitory records and will not be kept as a permanent record by Halton Region. By using Halton Region's social networking sites, users acknowledge and consent that their comments or messages may become part of the public record and used in official Halton Region documentation. It is at Halton Region’s sole discretion which comments will be archived or used.

Images and comments posted by third parties do not necessarily represent the views of Halton Region. Halton Region cannot and does not guarantee users privacy on third party social networking websites, as users are subject to the terms and conditions of the specific application on that website. Users should review and agree to the third party terms and conditions prior to participating.

Halton Region will not be responsible for any losses or damages suffered as a result of using third party social networking websites. Users participate at their own risk and for their own benefit, and in so doing accept that they have no right of action against Halton Region related to such use.

A link between Halton Region's social networking site and any other website does not imply an endorsement or sponsorship by Halton Region of that website, or the creator of that website.  

2. Hours of Operation

Halton Region is committed to operating its social networking sites as an effective method of communication with interested users. Sites will be monitored during Halton Region’s regular business hours of Monday to Friday, 8:30 a.m. to 4:30 p.m. ET.

3. Conduct

Halton Region reserves the right to edit, modify, and/or remove comments or content containing any of the following:

(a) Comments not topically related to the particular site being commented upon;
(b) Profane language or content;
(c) Content that promotes, fosters or perpetuates discrimination on the basis of race, creed, colour, age, religion, gender, marital status, status with regard to public assistance, national origin, physical or mental disability or sexual orientation;
(d) Inappropriate sexual content or links to such content;
(e) Solicitations of commerce;
(f) Conduct or encouragement of illegal activity;
(g) Information that may tend to compromise the safety or security of the public or public systems;
(h) Confidential information;
(i) Personal information or personal health information of others;
(j) Content that violates legal ownership interests of any other party;
(k) Materials that are owned/copyrighted by Halton Region, including but not limited to images, screen shots, video, and any other Regional information on a social media website unless approved by Halton Region;
(l) Materials licensed to Halton Region by a third party, including but not limited to purchased images and consultant reports on a social media website; and
(m) All copyrighted material.

Users may not use The Regional Municipality of Halton name or any other such moniker of Halton Region to endorse or promote any product, opinion, cause or political candidate. Representation of users’ personal opinions as institutionally endorsed by Halton Region is strictly prohibited.

Halton Region may monitor social networking content for factuality and appropriateness and will make all reasonable efforts to ensure that the content it posts is accurate at the time of posting. However, it is in the nature of social networking communications that accuracy and timeliness are not guaranteed and may not be reliable; as such, users acknowledge that Halton Region makes no such guarantees. Further, Halton Region is not responsible for the authenticity or suitability of content posted to its social networking sites by others.

In the event of a discrepancy between the information contained on this website and the information contained in the records of Halton Region, the information contained in the records of Halton Region shall be deemed accurate.

4. Privacy

Halton Region will adhere to all applicable legislation regarding privacy and freedom of information. Halton Region is subject to Ontario’s Municipal Freedom of Information and Protection of Privacy Act, R.S.O. 1990, c. M.56 ("MFIPPA"), as amended and other privacy legislation.

Users should be aware that personal and other information contained in electronic correspondence (or printed versions thereof) which are directed to Halton Region are subject to MFIPPA and may be deemed releasable under this legislation, and that the anonymity or confidentiality of the sender and any information contained within the correspondence cannot be guaranteed.

5. Use of Collected Information

Halton Region does not collect information for commercial or marketing purposes, nor does it sell, exchange, or otherwise distribute information collected through its use of social networking sites for commercial or marketing purposes.

Halton Region will not, under any circumstances, use any information provided by users for any purpose that is inconsistent with the purpose for which the information was provided, as stated on the social networking site.

6. Disclaimer of Warranties and Limitation of Liability

Halton Region’s social networking sites are provided on an “as is” and “as available” basis. Halton Region makes no representations or warranties of any kind, express or implied, as to the sites’ operation or the information, content or materials included on these sites. Halton Region will not be liable for any damages of any kind arising from the use of or inability to use these sites. Users expressly agree to use these sites solely at their own risk.

7. Modification of Terms and Conditions of Use

Halton Region reserves the right to change, at any time, and at the Region’s sole discretion, the terms and conditions of use. Please refer back to this page often to review these terms and conditions. Continued use of the social networking sites constitutes a user’s agreement to all such terms and conditions.

8. Contact Details

If you have any questions or concerns, please contact:
Halton Region
1151 Bronte Road
Oakville, ON
L6M 3L1

Call 311 or 905-825-6000
Toll free: 1-866-4HALTON (1-866-442-5866)
TTY: 905-827-9833


Customer Code of Conduct

The Customer Code of Conduct encourages positive, safe and supportive conduct while accessing services. It promotes a positive, safe, equitable and respectful atmosphere to help support positive interactions with members of the community.

1. Policy Statement

Halton Region aims to provide exemplary services by promoting safety, respect and inclusion through equitable and accessible customer service. This allows all customers to feel welcome at Halton Region’s facilities and sites.

While Halton Region maintains these standards for its employees, it is equally expected that every customer will maintain a mutual level of respect in their interactions and communications with employees.

2. Purpose

The purpose of this policy is to encourage positive, safe, and supportive conduct between customers and Halton Region. This policy intends to address the various service needs of customers while also acknowledging the need to protect employees, members of Council, volunteers and residents of Halton Region from unacceptable customer conduct, disruptive behaviour and/or frivolous or vexatious actions.

Halton Region is dedicated to providing a positive, safe equitable, and respectful atmosphere to ensure positive communications and interactions occur with customers and members of the public. Equally, all customers are responsible for behaving in a manner to promote a respectful environment that can be shared by everyone. Where this policy conflicts with another department specific policy and/or procedure, that policy shall prevail.

3. Scope

This policy applies to all forms of customer service (including but not limited to in-person, online, social media, electronic, print and verbal communications) provided by employees to customers, and appropriate conduct by customers in interactions with employees (e.g., requesting information or service, filing a complaint or compliment, or providing feedback).

4. Definitions and Acronyms

“CAO” means the Chief Administrative Officer for Halton Region or their designate.

“commissioner” means the head of a department of Halton Region.

“Council” means the council of Halton Region.

“Criminal Code” means Canada’s Criminal Code R.S.C., 1985, c. C-46.

“customer” means persons including, but not limited to, residents, individuals, businesses, not-for-profit organizations, stakeholders, community and corporate organizations, and members of the public in general that interact with Halton Region or anyone working or acting on behalf of Halton Region.

“discrimination” means any form of unequal treatment that causes harm based wholly or in part on at least one ground under the Ontario Human Rights Code. Some examples include imposing extra burdens on certain employees or denying benefits to certain employees or customers. Discrimination comes in many forms, including direct, indirect, systemic, institutional, structural and adverse. It may be intentional or unintentional. It may involve direct actions that are discriminatory on their face, or it may involve rules, practices or procedures that appear neutral, but disadvantage certain groups of people. Discrimination may take obvious forms, or it may happen in very subtle ways. Even if there are many factors affecting a decision or action, if discrimination is one factor, it is a violation of this policy. Discrimination may be an isolated event affecting one person or a group of persons similarly situated, or may manifest itself through harassment or abuse of authority. Some examples of discrimination may include, but are not limited to, the following:

  • degrading words used to describe a person or a group of people;
  • unwelcome remarks, jokes, innuendoes, or taunting about a person’s racial or ethnic background, colour, place of birth, citizenship, ancestry, sexual orientation, gender identity, or gender expression; or,
  • refusing to work with an employee of Halton Region because of the person’s family status or creed;

“disruptive behaviour” means behaviour that interferes with the normal operation of Halton Region or which interferes with another customer’s ability to use and/or enjoy regional physical or digital spaces. This includes, but is not limited to excessive noise and the use of language or behaviours that harass, discriminate or compromise the dignity of an employee or customer(s).

“employee” means all categories of Halton Region staff members including statutory officers of the corporation, full-time, part-time, casual, temporary and seasonal employees (except as otherwise noted in this policy) as well as any other individual working or acting on behalf of Halton Region including but not limited to contractors, consultants, volunteers, students, and agents of Halton Region.

“frivolous” means a complaint that is reasonably perceived by Halton Region to be without reasonable or probable cause, without merit or substance, and/or trivial.

“Halton Region” means The Regional Municipality of Halton.

“harassment” means a course of comments or actions that are known, or ought reasonably to be known, to be unwelcome. It can involve words or actions that are known or should be known to be offensive, embarrassing, humiliating, demeaning or unwelcome, based on a ground of discrimination identified by this policy. Harassment can occur based on any of the grounds under the Ontario Human Rights Code. Some examples of harassment may include, but are not limited to, the following:

  • nicknames, remarks, jokes or innuendos related to a person’s race, gender identity, gender expression, sex, disability, sexual orientation, creed, age, or any other ground;
  • posting or circulating offensive pictures, graffiti or materials, whether in print form or via e-mail or other electronic means;
  • singling out a person for humiliation or to be demeaned, teased or the subject of jokes because they are a member of an Ontario Human Rights Code-protected group; or,
  • making comments that ridicule a person because of characteristics that are related to a ground under the Ontario Human Rights Code. For example, this could include comments about a person’s dress, personal qualities, speech or other practices that may be related to their sex, race, gender identity or creed.

If a person does not explicitly object to harassing behaviour, or appears to be going along with it, this behaviour could still be defined as harassment under the Ontario Human Rights Code.

Depending on the circumstances, one incident could be significant or substantial enough to constitute harassment. It may be deliberate, unsolicited and/or coercive. A reasonable action taken by an employee relating to a customer interaction, request and/or complaint is not harassment.

“Local Municipalities” means the towns and city that make up Halton Region. These include the City of Burlington, the Town of Halton Hills, the Town of Milton and the Town of Oakville.

“management” means the employees in positions of supervisors, managers, directors or commissioners.

“Ontario Human Rights Code means the Ontario Human Rights Code, R.S.O. 1990, c. H.19.

“unacceptable customer conduct” means any action by a customer, which because of its nature or frequency, has a disproportionate and unreasonable impact on Halton Region, Council, employees, other customers, services, time and/or resources.

“vexatious” means a complaint that is frivolous and which is pursued in a manner that is reasonably perceived by Halton Region to be malicious, embarrass or harass the recipient, or is a nuisance.

“violence” means physical force or any other means that may cause injury or damage to a person or property and includes, but is not limited to, the following:

  • Verbal assaults
  • Threats and/or attempts to intimidate
  • Throwing of articles in a deliberate or aggressive manner
  • Aggressive approaches to another individual or group
  • Physical striking of another individual
  • Attempts to incite violence in others
  • Racial or ethnic slurs
  • Damage to or theft of property
  • Abusive language
  • Sexual assault
  • Other illicit sexual activities, including indecent exposure and masturbation
  • Stalking or stalking-like behaviour
  • Any of the above behaviours occurring via Halton Region’s digital services or social media platforms

5. Requirements

Employees and anyone working or acting on behalf of Halton Region are expected to conduct themselves in a respectful manner. Equally, all customers are responsible for behaving in a manner to promote a respectful environment that can be shared by everyone. Customers are expected to be respectful in their communications and their conduct when dealing with Halton Region.

Discrimination, harassment, violence, unacceptable customer conduct, disruptive behaviour and/or frivolous or vexatious actions by customers will not be tolerated towards employees, members of Council, or any other individual working or acting on behalf of Halton Region. This may include but is not limited to such things as yelling, intimidation, insulting, issuing threatening comments, stalking, assaulting, or any other prohibited actions at any time, for any reason. These actions will not be tolerated and will be addressed directly and promptly by management.

5.1 Unacceptable Customer Conduct

Halton Region will not tolerate any unacceptable customer conduct. Some examples of what might be considered to be unacceptable customer conduct are listed below. The list is not exhaustive, nor does one single action on its own necessarily imply that it is considered unacceptable customer conduct.

  • Verbal threats, profanity, rude or inappropriate language, attempts to goad or incite anger in others, harassment, discrimination
  • Physically aggressive or intimidating approaches to another individual, throwing articles in a deliberate or aggressive manner, physical striking of another individual or causing damage to Halton Region property
  • Illegal activity including illegal consumption of alcohol or drugs, theft, possession of weapons, vandalism or other illegal acts as defined by the Criminal Code
  • Demeaning an Employee with statements that violate any protected ground as described by the Ontario Human Rights Code
  • Sexually harassing or assaulting an Employee
  • Any act that violates the permits, policies or by-laws of Halton Region and/or the Local Municipalities
  • Any act that gives rise to concern for public safety
  • Demanding responses within an unreasonable timeframe and not within Halton Region’s customer service standards
  • Insisting on outcomes that are not possible or appropriate in the circumstances
  • Unwillingness or refusing to accept Halton Region cannot provide a particular service or action on a particular issue
  • Repeatedly visiting Halton Region facilities, making phone calls, leaving voicemail messages, sending letters or emails to Halton Region employees after being asked not to do so
  • Contacting different employees in an effort to receive a different outcome or response than what was already provided
  • Displaying unhelpful behaviour such as withholding information or misquoting others
  • Refusing to cooperate with the complaints process while still requiring the complaint to be resolved
  • Making unjustified complaints about an employee who is trying to address the customer’s issue/complaint
  • Filing complaints about an employee that are frivolous or vexatious in nature

5.2 Response to Unacceptable Customer Conduct

5.2.1 Complaint Review

When appropriate, if an interaction with a customer involves the above noted unacceptable conduct or demonstrates any other improper conduct, an employee will notify their supervisor and/or manager regarding the situation. If the conduct threatens the safety of the employee or violates a protected ground under the Ontario Human Rights Code, the employee will remove themselves from the interaction immediately. The supervisor and/or manager will review the incident and follow up with any necessary subsequent actions.

Before deciding to apply any restrictions, Halton Region will ensure that:

  • The complaint or request for information has been dealt with properly and in accordance with the relevant legislation, policy, by-laws, procedures and guidelines; and,
  • Employees have made every reasonable effort to satisfy the request or resolve the complaint.

Based on the information provided by an employee, a review shall be conducted by the reporting employee’s immediate supervisor and/or manager to determine if the behaviour warrants the application of a restriction on the customer or any additional action. Each case should be considered on an individual basis and in consultation with the department’s Director. A supervisor, manager and/or director must not take any restrictive action until they have consulted with the Employee Relations team and, when appropriate, obtain guidance from the Executive Lead, Equity Diversity & Inclusion and/or the Indigenous Advisor. This determination, or any restrictions, shall consider the specific circumstances of the matter as well as the following:

The customer’s rights under the Ontario Human Rights Code to the delivery of goods, facilities and services without discrimination and to reasonable accommodation short of

  • undue hardship;
  • The customer’s personal circumstances, level of competency, language barriers, literary skills, etc. that may be known to an employee;
  • If applicable, whether the request or complaint has been dealt with properly and in accordance with the relevant legislation, policy, by-laws, procedures and guidelines;
  • If applicable, whether an employee has made reasonable efforts to satisfy or resolve the request or complaint; and,
  • If applicable, whether the customer is presenting new material or information about the situation or making a new request or complaint.
5.2.2 Notice

Upon determination that a customer’s behaviour is unacceptable or the classification that a customer’s request or complaint is frivolous or vexatious, and depending on the severity of the incident, the supervisor and/or manager may:

  • Send a letter of warning to the customer indicating that the behaviour/requests are a violation of this policy and that restrictions may be imposed should they continue; or
  • Send a letter of notification to the customer indicating that the matter has been reviewed and that restrictions are to be imposed. This letter may include a summary of the findings of the review by the supervisor and/or manager, including (but not limited to) the following:
    • a summary of the matter which has led to the restrictions;
    • a summary of the interactions with the customer;
    • a description of the restrictions that are to be applied; and
    • the rationale for applying the restrictions.
5.2.3 Potential Restrictions

Restrictions shall be tailored to deal with the individual circumstances. Actions available to the supervisor and/or manager to restrict the customer may include, but are not limited, to any one or combination of the following:

  • Limiting the customer’s correspondence with an employee to a particular format, time or duration;
  • Limiting the customer to a particular point of contact;
  • Requiring any face-to-face interactions between the customer and an employee to take place in the presence of another employee;
  • Requiring the customer to make contact with Halton Region only through a third party, such as a solicitor or counsellor;
  • Limiting or regulating the customer’s use of Halton Region’s programs and/or services;
  • Refusing the customer access to a Halton Region facility/site except by appointment or specific permission;
  • Requiring that the customer produce full disclosure of documentation or information before an employee will further investigate a complaint;
  • Instructing an employee not to respond to further correspondence from the customer regarding the complaint or a substantially similar issue;
  • Informing the customer that further contact on the matter will not be acknowledged or replied to;
  • Closing the complaint or request for service;
  • Instructing an employee not to investigate any complaints regarding an issue that has already been investigated or which is substantially similar to an issue that has already been investigated;
  • Severely reducing or completely ceasing responses to further complaints, requests and/or correspondence from the customer;
  • Pursuing legal action against the customer including issuance of a Notice of Trespass, Cease and Desist letter or other action as deemed appropriate.

Any restrictions made under this policy will be issued on a case by case basis. Prior to taking any action and instituting a potential restriction, the supervisor and/or manager must consult with the Employee Relations team and, when appropriate, obtain guidance from the Executive Lead, Equity Diversity & Inclusion and/or the Indigenous Advisor. In addition, the department’s leadership and advisors must be made aware of the potential restriction before it is put in place.

A restriction may be appealed to the CAO if there is evidence that can demonstrate an improper decision has been made without consideration of all relevant factors. If upon appeal the decision to restrict is upheld, a customer who has received said restrictions may appeal to Halton Region’s Ombudsman for a decision on the matter. Whatever decision is rendered by the Ombudsman will be considered final.

6. Roles and Responsibilities

CAO will:

  • Review any appeals by a customer who has been found to be in violation of this policy.

Executive Lead, EDI & Indigenous Advisor will:

  • When appropriate, provide advice to management in the review of an employee’s complaint regarding a customer’s conduct to determine if there are any other factors that should be considered prior to the application of a restriction or any additional action.

Management will:

  • Support employees in providing exemplary customer service by promoting safety, respect and inclusion.
  • Conduct a review of an employee’s complaint regarding a customer’s actions to determine if the behaviour warrants the application of a restriction or any additional action.
  • If a decision is made to apply a restriction or take additional action, consult with the Employee Relations team prior to taking any further action.
  • Issue notice to a customer found to have behaved in a manner that warrants the application of a restriction or any additional action.

Employee Relations will:

  • Provide support and guidance to management when an employee has raised concerns.
  • Advise whether there may be any HR related concerns.
  • Where required, provide interpretation on any Union related implications.

Employees will:

  • Provide exemplary customer service by promoting safety, respect and inclusion.
  • Report to management any instances of harassment, violence, unacceptable customer conduct, and/or frivolous or vexatious actions by customers towards employees or any other individual working or acting on behalf of Halton Region.
  • Participate in any investigations of complaints filed by customers as required.

7. Monitoring and Compliance

Any customer that is in violation of this policy could be subject to significant consequences, including, but not limited to, criminal charges and/or having their access to Halton Region’s programs, services, and/or property restricted.