Ontario Ombudsman’s Top 10 Highlights of 2011

Date: 2011-12-29

Ontario Ombudsman’s Top 10 Highlights of 2011

This was a year marked by “people power” around the world – from the “Arab Spring” demonstrations to the “Occupy” protests. It was even felt by the Ombudsman’s Office, where strong public response to investigations, announcements, speeches and the Ombudsman’s social media efforts had a profound effect. Here are 10 of the most significant developments of 2011, chosen in part by our social media followers.

1. SIU investigation
Released on December 14, the Ombudsman’s report “Oversight Undermined” found that the Ministry of the Attorney General has failed to support the Special Investigations Unit in its important role as the province’s independent police watchdog. He renewed his call, first made in 2008, for the government to uphold the law and enact legislation to strengthen the SIU. The report received widespread media coverage.

Report, press release and related materials
Column, Toronto Star
Toronto Sun editorial
Windsor Star editorial

2. Herceptin funding
In May, two months after the Ombudsman launched an investigation into the case of Jill Anzarut, who was denied funding for the breast cancer drug Herceptin because her tumour was too small, the Ministry of Health and Long-Term Care announced it would fund the drug for tumours less than 1 cm in diameter. The Ombudsman suspended his investigation and is monitoring the Ministry’s new Evidence Building Program for drug funding. Ms. Anzarut’s treatment was funded.

Press releases and updates on investigation
Canadian Press article

3. Regulation of non-emergency medical transportation
The Ombudsman’s investigation into whether the Ministries of Transportation and Health and Long-Term Care were adequately protecting the thousands of patients who use non-emergency medical transportation services was resolved in June, when both ministries agreed the industry should be regulated. The Ombudsman received numerous complaints that the ambulance-like vehicles were poorly equipped and maintained, staff were not properly trained, and patients were at risk. The government announced June 10 that new legislation would be announced “at the earliest opportunity.” Since the October 7 election, the legislation has not yet been introduced, but the Ombudsman is closely monitoring this issue.

Press releases and updates on investigation
Government press release

4. The “Push for MUSH”
Although Ontario continues to be the only province whose Ombudsman does not have jurisdiction over the “MUSH” sector – Municipalities, Universities, School boards and Hospitals, as well as long-term care homes, children’s aid societies and police – our office receives hundreds of complaints every year about these agencies that we are forced to turn away. The Ombudsman documents these complaints in his Annual Report each year. In May, the most recent attempt at a private member’s bill to expand the Ombudsman’s mandate was defeated in the Legislature, but independent public rallies, petitions, films, local votes and other grassroots efforts persisted into late fall, through the provincial election.

MUSH sector update, Annual Report 2010-2011
CHCH news story

5. Website redesign and mobile app
A complete redesign of our website in time for our Annual Report in June allowed the Ombudsman to make more information available to the public in a more efficient, interactive, multi-media- and mobile-friendly format. In what’s believed to be a first for the Ombudsman world, the mobile version of the site can also be accessed as a web app, so users can make complaints and keep up on Ombudsman news right from their smartphones.

Website
Web app press release

6. “Sharpening the teeth” of the world’s watchdogs
In November, the Ombudsman’s Office presented the fifth annual edition of “Sharpening Your Teeth: Advanced Investigative Training for Administrative Watchdogs” in Toronto. This specialized training course shares the Ombudsman’s systemic investigation techniques and expertise with the world – on a complete cost-recovery basis. In the past five years, ombudsmen and investigators from across Canada and dozens of countries on six continents have benefited from “SYT” training, in Toronto, in host countries, and at the headquarters of the International Ombudsman Institute in Vienna. The 2011 Toronto course included several senior Ontario public servants, and the keynote speaker was outgoing Secretary of Cabinet Shelly Jamieson. SYT was also delivered in Namibia, South Africa, Thailand, Florida, and – in French – in Quebec.

More information and map of agencies that have participated in SYT training
Speech by Shelly Jamieson at SYT 2011

7. Use of force investigation
After receiving more than 100 complaints from inmates, the Ombudsman launched an investigation in August into how the province deals with complaints of excessive force by correctional officers in its jails. Several complaints alleged that violent incidents were covered up. The Special Ombudsman Response Team (SORT) has conducted numerous interviews in correctional facilities around the province, and the investigation – one of SORT’s largest – is expected to be completed in early 2012.

Press release

8. G20 investigation – 1939 law to be repealed
The Ombudsman’s report on the expansion of police powers for the June 2010 G20 summit in Toronto (released in December 2010) recommended the province scrap its controversial 1939 war measures legislation – the Public Works Protection Act. After a review by former Ontario Chief Justice Roy McMurtry, the government announced in April that it would do just that – and in December, new Community Safety and Correctional Service Minister Madeleine Meilleur was quoted as saying a replacement bill will be introduced when the Legislature returns in Feburary 2012.

Ombudsman’s report “Caught in the Act” and updates
Toronto Star news story

9. Open government
The theme of the Ombudsman’s Annual Report, released in June, was “The future of government is open.” He called on the government to embrace openness and transparency as a default position and to use available technology to connect with the public. Following his own advice, the Ombudsman also brought in several innovations in his Office to improve service and interaction with the public – including the use of Skype in interviews with complainants, expanded use of social media (Facebook, Twitter, YouTube and Flickr), and the creation of “POWR” (Personal Ombudsman Web Resource) – an internal wiki that allows Ombudsman staff to better collaborate on web research and quickly share information with complainants.

Ombudsman’s Annual Report message
Latest e-Newsletter (featuring item on POWR)

10. Ombudsman honoured by universities
Mr. Marin received awards from his two alma maters in 2011 – Carleton University and the University of Ottawa.  Both awards recognize outstanding achievements by alumni. He received the Order of Merit from the University of Ottawa Faculty of Law, Civil Law Section, where he received one of his two law degrees in 1989.  He was also given the A.D. Dunton Award by the alumni association at Carleton University, where he graduated with a Bachelor of Arts degree in 1985. Mr. Marin was also invited to speak at several other universities in 2011, including York University, the University of Windsor and the University of Western Ontario. “I’m very grateful for these honours from my fellow graduates, and for the opportunity to speak to today’s students, who always leave me inspired,” Mr. Marin said.

A.D. Dunton Award of Distinction acceptance remarks

Thanks to everyone who has interacted with our office this year and best wishes for 2012.