The GRCA strives to foster a customer-focused service culture that supports staff and provides the necessary resources and tools to ensure the delivery of consistent, efficient, and responsive customer service experiences.
The GRCA’s guiding principles for customer service are:
You get a consistent level of service that complies with GRCA’s standard when you interact with GRCA staff.
Our staff work from a number of locations around the watershed and provide services in different department areas. Our Contact Us page provides phone number and address listings for specific areas.
Regular business hours are 8:30 a.m. to 4:30 p.m., Monday to Friday, except for statutory holidays and unless other times are posted.
We encourage you to make an appointment in advance with the staff person you need to speak with to ensure they will be available to meet in person when you arrive at the GRCA Administration Centre. Please see the options below for other ways to connect with staff at the Administration Centre:
Visit the Administration Centre In Person
Regular business hours are 8:30 a.m. to 4:30 p.m., Monday to Friday, except for statutory holidays and unless other times are posted.
We encourage you to make an appointment in advance with the staff person you need to speak with to ensure they will be available to meet in person when you arrive at the GRCA Administration Centre. Please see the options below for other ways to connect with staff at the Administration Centre.
Calls on our main phone line at 519-621-2761 are directed through an auto attendant where you can enter the extension of staff, search our staff directory, or leave a voicemail for our front desk to have your call directed to appropriate staff. Messages are monitored during regular business hours and will receive a call back within one to two business days.
We acknowledge emails within two business days and answer them within ten business days. Our main email address is grca@grandriver.ca. Any inquiries received by our main email are forwarded directly to a staff member who can accurately respond to your inquiry.
We answer mail within ten business days. Outgoing mail is processed by Canada Post and may be subject to disruptions outside of the GRCA's control.
If we can’t answer your question right away, we will send you an estimated date of when we can answer it.
We are committed to providing timely and helpful responses to relevant inquiries during regular business hours. To ensure meaningful engagement, we use our discretion to determine which comments and messages require a response. Learn more about connecting with us on our social media channels.
We acknowledge direct messages within two business days and answer them within ten business days.
Contact our Planning and Permits Team
Our Planning & Regulations department provides a variety of services related to development in the Grand River watershed.
We recommend that you discuss your proposal with staff before submitting a permit or planning application or reach out to a member of our Planning staff with general inquires by email or phone.
Grand River Conservation Areas
The GRCA’s Conservation Areas offer a variety of activities with hours of operation that vary depending on location and season.
Staff can be reached by email or by phone, and you can also check our Conservation Areas Status page to learn if a conservation area is currently open for day-use visitors, and the Conservation Areas and Activity Status page to check the current status of your favourite activities.
The GRCA’s Nature Centres are not open to the public, as they provide pre-booked environmental education programs to school groups and community groups. Staff can be reached by email or phone.
If you aren’t sure how to get the help you are looking for, please call 519-621-2761 and remain on the line through the auto attendant message to leave a voicemail, or email grca@grandriver.ca. We will direct your inquiry to the appropriate staff or contact you if we need more information.
The GRCA is dedicated to providing exceptional customer service, and we welcome your feedback, whether compliments, complaints, or suggestions.
You can share your feedback in various ways:
We are committed to clear, thoughtful, and respectful communication and expect all interactions to reflect the same standard.
Unacceptable behaviour will not be tolerated. Harassment, abuse, intimidation, discrimination, or threats directed toward staff or others will result in appropriate action to ensure the safety and well-being of staff. If this behaviour occurs, the interaction may be ended, service may be limited or refused, and the matter will be referred to senior staff or the appropriate authority for further action if required.
Contact Us
Grand River Conservation Authority
400 Clyde Road, PO Box 729
Cambridge, ON
N1R 5W6
Phone: 519-621-2761
Toll Free: 1-866-900-4722
grca@grandriver.ca
