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Investigation Results

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Resolved Cases

ServiceOntario
A woman who had surrendered her driver’s licence for medical reasons complained to us that she was having trouble obtaining a photo identification card from ServiceOntario.
06-27-2017
 
Office of the Registrar General
In 2001, after years of using his stepfather’s surname, a man decided to revert to his original birth surname. He was issued a short-form Ontario birth certificate reflecting the change.
06-27-2017
 
Ministry of Community Safety and Correctional Services
A man who needed to renew his Ontario Security Guard licence for work contacted our Office for help in speeding up the process with the Ministry of Community Safety and Correctional Services.
11-08-2016
 
Office of the Registrar General
A transgender man complained to our Office because he was having difficulty obtaining an updated birth certificate from the Registrar General.
11-08-2016
 
Office of the Registrar General
After living on the streets for many years, a man sought our help in obtaining valid identification so he could apply for full-time work.
11-08-2016
 
Ministry of Health and Long-Term Care
A woman turned to the Ombudsman for help when she had trouble renewing her Ontario Health Insurance Plan coverage. She had been living with friends and was struggling to provide proof that she was an Ontario resident so she could renew her OHIP card before it expired on September 30.
07-28-2015
 
Ministry of Transportation
A man contacted our Office in frustration when the Ministry repeatedly sent mail to his address for a former tenant. He had returned the envelopes several times with a note stating “this person does not reside at this address,” but the Ministry mail did not stop.
07-28-2015
 
Ministry of Transportation
A new driver complained to our Office after waiting six months for his permanent driver’s licence. He had passed the written test and turned over his Ontario-issued government photo ID to ServiceOntario, expecting a replacement card in the mail, but he never received it.
07-28-2015
 
Ministry of Transportation
A 65-year-old man had his driver’s licence suspended in May 2014 after hospital staff reported to the Ministry of Transportation that he had suffered a fall that knocked him unconscious. After this incident, the man provided the Ministry with letters from three different doctors confirming he was in good health, but two months later, his licence was still suspended.
07-28-2015
 
Ministry of Transportation
After signing up for “Back on Track,” a remedial program for people convicted of impaired driving, a man phoned the program to book a one-hour assessment interview. He was given the choice of several time slots. He arrived at 3:30 on the appointed day, believing he was half an hour early for the 4 p.m. slot. Instead, he was told the interview had actually been booked for 3 p.m.
07-28-2015
 
Ministry of Government Services (ServiceOntario)
A young driver who was caught speeding received a letter from the Ministry of Transportation requiring him to surrender his G1 (beginner level) licence for 30 days and pay a fee to have it reinstated.
06-23-2014
 
Ministry of Transportation
A driver who suffered what he believed to be a seizure in April 2013 was diagnosed by a neurologist and, as required by the Ministry of Transportation, had his licence suspended pending a medical review. On October 28, 2013, his doctor faxed documentation to the Ministry to prove that he had been seizure-free for six months, and thus eligible to have his licence reinstated.
06-23-2014
 
Ministry of Transportation
A paramedic complained to the Ombudsman after his employer told him his driver’s licence had been suddenly downgraded from a Class F to a Class G. Because he required a Class F licence for his job, he was unable to work for nearly three weeks.
06-23-2014
 
Ministry of Government Services (ServiceOntario)
After moving from Quebec to Ontario in October 2011, a man tried several times to obtain an Ontario Health Insurance Plan (OHIP) card at a ServiceOntario office. Each time, he was told that his birth certificate showed he wasn’t a Canadian citizen and that he would have to apply as an immigrant – despite having lived in Quebec most of his life.
06-16-2014
 
Ministry of Natural Resources
A Métis woman who holds a commercial fishing licence complained to the Ombudsman that she had been fighting with the Ministry of Natural Resources for six years to have her annual fishing royalty fees of $4,000 waived.
07-16-2013
 
Ministry of Government Services (Office of the Registrar General)
The father of a two-month-old baby girl contacted the Ombudsman out of frustration after trying to obtain a birth certificate for his daughter from the Office of the Registrar General. His wife had died of a stroke nine days after giving birth.
07-16-2013
 
Ministry of Government Services (Office of the Registrar General)
A mother complained to the Ombudsman that she was having trouble getting birth certificates for three of her four children because they had not been registered within a year of their birth. One daughter, age 4, had cognitive and physical disabilities, but the mother could not obtain benefits for her without a birth certificate.
07-16-2013
 
Ministry of Community Safety and Correctional Services (Chief Firearms Officer)
A gun owner complained to the Ombudsman that the Chief Firearms Officer (CFO) had revoked his authorization to transport a firearm without providing him with a formal notice as required under the Firearms Act. Without the notice, he was unable to challenge the decision in court.
07-16-2013
 
Ministry of Government Services (Registrar General)
A man who needed a new copy of his birth certificate to obtain a licence for work complained to the Ombudsman that it was taking too long, putting his employment in jeopardy.
06-14-2012
 
Ministry of Transportation
A 67-year-old woman who was born in Britain but had been a licensed driver in Ontario for more than 40 years was shocked to discover that she could not renew her driver’s licence after she inadvertently let it lapse for more than a year.
06-14-2012
 
Ministry of Health and Long-Term Care (Ontario Health Insurance Program)
A 92-year-old woman who misplaced her Ontario Health Insurance Program (OHIP) card called the Ombudsman for help, saying it would be impossible for her to travel to an OHIP office or a Service Ontario kiosk to replace it. She also wasn’t sure if she had the documents OHIP would need to give her a new card.
06-14-2012
 
Ministry of Health and Long-Term Care (Ontario Health Insurance Program)
The mother of a 19-year-old man with Asperger’s syndrome contacted the Ombudsman when she was unable to renew her son’s OHIP card because she did not have any documentation of his address in order to prove he was a resident of Ontario.
06-14-2012
 
Ministry of Health and Long-Term Care (Ontario Health Insurance Program)
The mother of a 10-year-old girl who needed medical attention applied for an OHIP card for her, but was turned down. Both mother and daughter were immigrants to Canada and had permanent resident status. OHIP rejected the daughter’s application because there was no “client identification number” on her immigration paperwork.
06-14-2012
 
Ministry of Community Safety and Correctional Services
A man complained to the Ombudsman on the day that his security guard licence was set to expire. He had passed the necessary exam and submitted his renewal application, but accidentally made his cheque out to the wrong provincial ministry.
06-17-2011
 
Ministry of Government Services (Office of the Registrar General)
A father turned to the Ombudsman after delays in his request to the Registrar General to make changes to his two daughters’ birth certificates. The parents’ names on the certificates needed to be amended to match the parents’ passports. This was necessary for the family to apply for visas for a trip to India to attend a family wedding. They had already spent $7,500 in booking the trip.
06-17-2011
 
Ministry of Government Services (Office of the Registrar General)
A father sought the Ombudsman’s help after he was billed twice for an online request for his daughter’s birth certificate in 2009. When he initially filled out the online form, the session had timed out and he could not confirm that his payment was accepted. He had to log in again and, thinking that there might have been a problem with the credit card he used the first time, he used another one.
06-17-2011
 
Ministry of Transportation
A new bride who had been married in Antigua applied to the Ontario Ministry of Transportation to have her married name reflected on her driver’s licence. She presented the required documents, including her original marriage certificate from Antigua, at two local licence issuing offices. Each time, the Ministry’s head office rejected her marriage certificate as not “original.”
12-12-2009
 
Ministry of Children and Youth Services
A woman complained to the Ombudsman about delays in finalizing the adoption of her daughter.
12-12-2009
 
Ministry of Government Services
A 55-year-old woman had been trying for eight years to obtain a birth certificate so she could apply for a passport and take a trip outside Canada with her husband. She was told that her birth had never been registered.
12-12-2009
 
Adoption Disclosure and Register
In the hopes of making contact with her brother who was given up for adoption at birth, a woman listed her personal information with the province’s Adoption Disclosure Register (ADR). When the search turned up nothing, she suspected it had not been done properly.
12-12-2008
 
Ministry of Government Services
A run of bad luck prompted a man to call the Ombudsman’s Office: He had lost his wallet, and was waiting for a replacement birth certificate to arrive from the Office of the Registrar General (ORG). Then he had an accident and required surgery – but his health card had expired and the Ontario Health Insurance Program (OHIP) told him he couldn’t get a new one without a birth certificate.
12-12-2008
 
Ministry of Government and Consumer Services
A mother who telephoned the Office of the Registrar General (ORG) about a birth certificate for her son was put on hold – for 3 hours and 15 minutes – even though the pre-recorded message on the line said the wait would be 20-30 minutes. While she was on hold, she used her cell phone to call the Ombudsman’s office.
12-12-2008
 
Office of the Registrar General
A man who had been trying for nine months to have his surname changed through the Office of the Registrar General contacted the Ombudsman in frustration. The Registrar General’s staff would not process the name change because they said the man’s spelling of his middle name did not match the spelling in their records.
12-12-2007
 
Ministry of Transportation
A man who had recently moved to Ontario from the U.S. kept hitting a brick wall in trying to obtain a driver’s licence, despite 40 years’ driving experience. The Ministry of Transportation advised him that the papers he had produced from the U.S. did not provide enough information about his driving history. The man complained to the Ombudsman, as he needed a licence to drive to work and take his children to school.
12-12-2007
 
Ministry of Government Services
SORT’s probe of complaints of delays in processing of registrations of births, deaths marriages and name changes found an improvements since the previous Ombudsman’s investigation in 2004. In 2007, the government announced guaranteed 15-day service for post-1991 events
09-01-2005
 

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