The complaint: Neil believed his neighbour’s fence was too high and was not in line with the City of Kamloops bylaw. He made a bylaw complaint to the city but was unaware of any steps it was taking to resolve his complaint.

What we did: We asked the city about the status of Neil’s complaint and to contact him. The city told us that it was working to resolve Neil’s concerns, and a staff member met with Neil and his neighbour to discuss the complaint.

How we helped: The city confirmed that it expected Neil’s neighbour to comply with the height bylaw and lower his fence within two weeks. Neil was thankful for our help and pleased to be in contact with city staff.

Why it matters: Keeping individuals like Neil informed about the steps being taken to resolve a complaint is key to fair service delivery.