The complaint: A beaver dam was causing significant flooding on Thom and Linda’s farm. The beavers had blocked a culvert under the road, causing water to pool and flood their property. In 2018, the Ministry of Transportation and Infrastructure tried to prevent the beavers from blocking the culvert by installing wire gates. The beavers returned two years later when the gates failed, causing more flooding. Thom and Linda asked the ministry to fix the culvert again, but they didn’t hear back.

What we did: We investigated to see if the ministry had responded to Thom and Linda’s complaint adequately.
Our investigation revealed that the ministry knew about the beaver dam blocking the culvert but was unable to work on it due to restrictions on working near a stream. As a result of our investigation, the ministry agreed to review the situation.

How we helped: In the following weeks, the ministry received an emergency exemption to the rules about working near a stream. It sent a crew to clear the blocked culvert. With the culvert cleared and a backup built, the water was once again flowing.
The ministry agreed to have a contractor visit the site throughout the summer. It also said it would install new beaver gates to prevent the beavers from blocking the culvert again.

Why it matters: Thom and Linda’s complaint is an example of how acknowledging and responding to complaints in a timely manner can resolve issues efficiently.