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Investigation Results

Turning complaints into results

Resolved Cases

Ministry of Government and Consumer Services
Investigation into how the Ministry of Government and Consumer Services represents its relationship with Tarion Warranty Corp. to the public.
06-03-2008
 
Family Responsibility Office
Investigation into the complaint of the Family Responsibility Office's ineffective enforcement using a writ of seizure and sale.
08-09-2006
 
Municipal Property Assessment Corporation
Investigation into the transparency of the property assessment process and the integrity and efficiency of decision-making at the Municipal Property Assessment Corporation.
03-28-2006
 
Financial Services Commission of Ontario
A mortgage broker sought our help with a delay in renewing his licence through FSCO. His brokerage firm had missed the deadline to pay the $800 renewal fee to FSCO, which in turn failed to process the renewal before his licence expired.
06-27-2017
 
Liquor Control Board of Ontario
A man with a visual impairment complained to our Office that an LCBO cashier would not sell him wine unless his 19-year-old son, who was not making a purchase but only accompanying him to provide assistance, showed identification.
11-08-2016
 
Office of the Public Guardian and Trustee
After members of her family complained to our Office, we discovered the OPGT had made numerous errors in managing a woman’s affairs – failing to pay her mortgage and utilities for several months.
11-08-2016
 
Office of the Chief Coroner
Three months after his partner died, a widower contacted us because he had not received the coroner’s report, despite writing the local coroner’s office twice. His partner had died of what appeared to be a drug overdose and he needed the coroner’s report to obtain life insurance payments.
07-28-2015
 
Ministry of Community and Social Services (Family Responsibility Office)
A woman complained to the Ombudsman in May 2013 that her ex-husband owed $46,000 in spousal support and the FRO was not enforcing a court order that he pay it.
07-28-2015
 
Ministry of Community and Social Services (Ontario Disability Support Program)
A woman came to us after she could not reach her ODSP case worker for two months. The woman was receiving Employment Insurance benefits of $295 per week, which were deducted from her monthly ODSP cheque of $1,842, but they had ended two months earlier. Despite this, the ODSP continued to take deductions from her cheque.
07-28-2015
 
Ministry of Health and Long-Term Care
A woman who was experiencing a third occurrence of HER2-positive breast cancer was denied funding by the Ministry for the chemotherapy drug Kadcyla, although it was prescribed by her oncologist. The Ministry would fund the drug for women experiencing a second occurrence of the disease, but not a third – despite scientific evidence that women with third and even fourth occurrences did benefit from the drug.
07-28-2015
 
Ministry of Health and Long-Term Care
A 62-year-old woman with Crohn’s disease required infusions every eight weeks at a cost of $4,542.76 per treatment. The woman’s private insurance covered 80% of the costs, while the Trillium Drug Program reimbursed her for the remainder, but she was reaching the lifetime maximum for her private insurance coverage and it was about to end.
07-28-2015
 
Ministry of Training, Colleges and Universities
A student from outside of Canada, who was married to a Canadian citizen, chose to enter the country on an international student visa because it would be processed faster than her spousal visa. She enrolled at a college of applied arts and technology in fall 2013, and was enrolled during the fall and winter 2013 and winter 2014 terms.
07-28-2015
 
Ministry of Health and Long-Term Care
After a woman was denied funding for a drug to treat neuropathic pain, her husband came to the Ombudsman for help. The woman has a rare neurological disease and her condition, which is considered palliative, means she has considerable muscle and nerve pain. One of the drugs that helped her pain, Sativex, was only approved for patients with multiple sclerosis, or palliative cancer patients with refractory pain.
07-28-2015
 
Ministry of Community and Social Services (Family Responsibility Office)
A man contacted our Office because he suspected the Family Responsibility Office had miscalculated the amount he owed for child and spousal support by almost $3,800. He had written the FRO three times in the past 18 months, but it did not acknowledge his letters or adjust his account.
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 Community and Social Services (Family Responsibility Office)
A single mother complained to the Ombudsman that she hadn’t received child support payments in six months, despite her daughter, a post-secondary student, still living at home. The father lived in B.C., and as long as the daughter attended school and lived with her mother, he was required to pay monthly support payments.
07-28-2015
 
Ministry of Health and Long-Term Care
A mother contacted the Ombudsman on behalf of her 14-year-old son, who suffers from sytemic-onset juvenile idiopathic arthritis, complicated with macrophage activation syndrome. Her son couldn’t take the drug normally funded and approved for the treatment of the first condition, Tocilizumab, because it can be dangerous to people with the second condition.
06-23-2014
 
Ministry of Energy (Hydro One)
Two weeks before Christmas, a woman was distressed to learn that Hydro One had taken $8,390 from her bank account. She had authorized automatic payments to the utility through her account, but was astonished by the unexpectedly large bill
06-23-2014
 
A man who rebuilt his family cottage into his retirement dream house received no bills from Hydro One for 31 months – then was stunned to receive a bill for $12,115.72.
06-23-2014
 
Ontario Disability Support Program
A woman receiving social assistance through the Ontario Disability Support Program (ODSP) who was also entitled to spousal support payments from her ex-husband through the Family Responsibility Office (FRO) complained to the Ombudsman that she had not received any spousal support in several months.
06-23-2014
 
Ministry of Energy (Hydro One)
Although she had received no bills from Hydro One for nine months, the owner of a rental property continued to make payments on what she estimated to be her tenants’ power usage. Despite this, Hydro One officials showed up at the property four times, claiming the account was in arrears and threatening to disconnect the electricity.
06-23-2014
 
Ministry of Community and Social Services (Family Responsibility Office)
A man complained to the Ombudsman after the Family Responsibility Office (FRO) required him to pay $720 to cover two child support payments from 2008 and 2009.
06-16-2014
 
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 Training, Colleges and Universities (Ontario Student Assistance Program)
A university student with a disability complained to the Ombudsman that he was being pursued by a collection agency to repay part of a grant he received through the Ontario Student Assistance Program (OSAP).
07-16-2013
 
Ministry of Training, Colleges and Universities (Ontario Student Assistance Program)
A university student with a disability complained to the Ombudsman after receiving conflicting information about whether or not he was eligible for grants through the Ministry of Training, Colleges and Universities.
07-16-2013
 
Ministry of Community and Social Services (Ontario Disability Support Program)
A woman complained to the Ombudsman about a dispute with the ODSP Overpayment Recovery Unit that dated back to 1998. She explained that back then she was ordered by a court to repay $1,150 because she had collected other benefits at the same time as ODSP.
07-16-2013
 
Ministry of Community and Social Services (Ontario Disability Support Program)
A man who lost his appeal to the Social Benefits Tribunal about a 2010 ODSP overpayment assessment was advised to complain to the Ombudsman by a member of the tribunal itself. The tribunal had no discretion to waive the overpayment assessment, but the member felt the Ombudsman might be able to help the man with what appeared to be errors and poor communication on ODSP’s part.
07-16-2013
 
Ministry of Community and Social Services (Ontario Disability Support Program)
A man who was owed money by the Ontario Disability Support Program (ODSP) dating back to December 2010 complained to the Ombudsman in August 2012 that he had been shortchanged. He calculated that he was owed $8,968 but had received only $1,140.
07-16-2013
 
Ministry of Energy (Hydro One)
A woman complained to the Ombudsman that Hydro One had charged her commercial rates on a residential property. She had owned the property since August 2009, but the discrepancy only came to light when a tenant in a building on the property set up his own Hydro account in June 2012.
07-16-2013
 
Ministry of Community and Social Services (Family Responsibility Office)
A father complained to the Ombudsman that the FRO had wrongly reported him to a consumer reporting agency (a credit bureau) over $10,825.92 in arrears. The man noted that his son had been living with him for just over a year and he was no longer required to pay support to the boy’s mother.
07-16-2013
 
Ministry of Finance (Municipal Property Assessment Corporation)
The owner of a funeral home and crematorium complained to the Ombudsman that the Municipal Property Assessment Corporation (MPAC) had unfairly assessed his property. Although it had previously exempted it from property taxes entirely, in 2010 it assessed only the cemetery as exempt and required him to pay taxes on the crematorium for 2008-2012.
07-16-2013
 
Ministry of the Attorney General (Public Guardian and Trustee)
A client of the OPGT complained to the Ombudsman about a ruling by a capacity assessor that he was incapable of managing his own financial affairs – a ruling that made the OPGT guardian of the man’s property.
07-16-2013
 
Ministry of Community and Social Services (Ontario Disability Support Program)
A man complained to the Ombudsman in October 2012 about a dispute with the ODSP over when his eligibility for benefits should begin. He had notified his local ODSP office in September 2010 that he qualified for benefits, but his application went nowhere despite inquiries from his lawyer.
07-16-2013
 
Ministry of Finance (Municipal Property Assessment Corporation)
Owners of two different properties complained to the Ombudsman about confusion over how and when to appeal property assessment change notices issued by MPAC. These notices address changes to a property that affect its value, such as renovations or additions.
07-16-2013
 
Ministry of Community and Social Services (Ontario Disability Support Program)
The mother of a developmentally disabled boy applied for ODSP benefits on his behalf in January 2012, four months before he was to turn 18 and become eligible for them. ODSP staff advised parents at an information seminar at the boy’s school to apply early because of the lengthy application process.
07-16-2013
 
Ministry of Labour (Workplace Safety and Insurance Board)
A Kingston man who had to undergo a medical assessment to maintain his Workplace Safety and Insurance Board (WSIB) benefits contacted the Ombudsman because he could not afford to pay his way to Toronto for the appointment.
07-16-2013
 
Ministry of Community and Social Services (Ontario Disability Support Program)
The father of a 40-year-old severely disabled woman applied for ODSP benefits on her behalf when she gained landed immigrant status in October 2011. He complained to the Ombudsman after he heard nothing for three months – no answer to a dozen phone calls, eight voice messages, an in-person inquiry, and several written inquiries.
07-16-2013
 
Ministry of the Attorney General (Public Guardian and Trustee)
A hospital social worker contacted the Ombudsman on behalf of a client of the Office of the Public Guardian and Trustee (OPGT) who was a long-term resident of a psychiatric hospital. The man’s car had been left in the hospital parking lot for eight months and had received 13 parking tickets.
07-16-2013
 
Ministry of Community and Social Services (Family Responsibility Office)
A mother who was owed a significant amount of back child support complained to the Ombudsman that FRO officials were refusing to exercise their option to have her ex-husband jailed for failing to pay, as provided for in a judge’s order.
07-16-2013
 
Ministry of Community and Social Services (Ontario Disability Support Program)
An ODSP recipient complained to the Ombudsman about a dispute over her application for a special diet allowance – which can be recommended by a recipient’s doctor. She had asked to apply for the allowance when she first applied for support in November 2009, but ODSP staff would not give her a form.
07-16-2013
 
Ministry of Energy (Hydro One)
After a Hydro One customer’s new “smart meter” was installed in October 2011, she noticed her hydro bills were unusually high. She wondered whether she was still being billed based on the old meter’s readings. She unsuccessfully tried to resolve the issue with Hydro One by calling them a dozen times, with no luck.
07-16-2013
 
Ministry of the Attorney General (Consent and Capacity Board)
A 76-year-old woman complained to the Ombudsman that despite a ruling of the Consent and Capacity Board (CCB) that found her capable of managing her own affairs, the Office of the Public Guardian and Trustee was still involved with her finances.
07-16-2013
 
Ministry of Community and Social Services (Family Responsibility Office)
A man complained to the Ombudsman that the FRO had wrongly garnished half his wages and left him with a bad credit rating. His lawyer had even written to the FRO, advising that it had misread the terms of his 2010 court order, but it changed nothing.
07-16-2013
 
Ministry of Finance (Municipal Property Assessment Corporation)
A woman complained to the Ombudsman after requesting a reduction in her property assessment from MPAC and the Assessment Review Board (ARB). She argued that she was unable to use a large portion of her land because it had been zoned as protected wetland by the local conservation authority.
07-16-2013
 
Ministry of Community and Social Services (Family Responsibility Office)
A mother who was expecting a child support payment of $5,000 contacted the Ombudsman when she could not get an answer from the Family Responsibility Office (FRO) about the whereabouts of the cheque. Her former spouse – a doctor whose income from the Ontario Health Insurance Program (OHIP) was being garnished to pay the child support – confirmed that the money had gone out a week earlier.
07-16-2013
 
Ministry of Health and Long-Term Care
A 56-year-old man on a disability pension through the Canada Pension Plan hoped to obtain a scooter through the Ministry of Health and Long-Term Care’s Assistive Devices Program. When he was told by his local Community Care Access Centre (CCAC) that he would have to have an assessment that would cost $200, he complained to the Ombudsman that he could not afford it.
06-19-2012
 
Ministry of the Attorney General (Office of the Public Guardian and Trustee)
A man who felt he no longer needed the Office of the Public Guardian and Trustee (OPGT) to manage his financial affairs for him contacted the Ombudsman when his request for an assessment to determine whether or not he was capable was refused.
06-14-2012
 
Ministry of Transportation
A young couple living in rural Ontario complained to the Ombudsman that road salt from the highway next to their property was affecting their drinking water. They had the water tested and found it had high levels of salt, so they asked the Ministry of Transportation to provide them with a water treatment system.
06-14-2012
 
Ministry of Health and Long-Term Care (Exceptional Acess Program)
After his patient – a 20-year-old man who has autism and complex seizure disorder – experienced a severe reaction to the government’s approved seizure medication, a neurologist prescribed two other drugs as an alternative. He applied to the Ministry of Health and Long-Term Care’s Exceptional Access Program (EAP) for funding for the drugs but was turned down.
06-14-2012
 
Ministry of Finance (Municipal Property Assessment Corporation)
A woman complained to the Ombudsman about problems with the Municipal Property Assessment Corporation’s (MPAC’s) assessment of her condominium. In 2009 and 2010, MPAC assessed her for two parking spaces when she only owned one
06-14-2012
 
Ministry of the Attorney General (Office of the Public Guardian and Trustee)
A man had a heart attack in July 2009 and went into a coma, leaving his wife and two children, aged 17 and 20, struggling to deal with his affairs. His wife thought she had power of attorney over his estate, but there was no paperwork specifying that she should have that power if he became mentally incapable.
06-14-2012
 
Ministry of Energy (Hydro One)
A woman whose monthly hydro bill on her agricultural property was normally about $34 complained to the Ombudsman when it shot up to $500. She suspected Hydro One had charged her commercial rates on her barn, where she kept five horses for her grandchildren.
06-14-2012
 
Ministry of Energy (Hydro One)
A man complained to the Ombudsman that Hydro One had overbilled him for electricity on his farm for 15 years. The utility had installed two meters on his property – one for his residence and the other for the other buildings – but they were incorrectly installed and as a result, he was billed twice for the power used in his home.
06-14-2012
 
Ministry of Labour (Workplace Safety and Insurance Board)
A widow receiving survivor benefits from the Workplace Safety and Insurance Board (WSIB) called the Ombudsman when her monthly payment of $1,200 – her only source of income – didn’t arrive.
06-14-2012
 
Ministry of Finance: Assessment Review Board
In July 2009, an MPP’s office filed a complaint with the Ombudsman on behalf of a constituent who disagreed with her 2006 property assessment from MPAC and who had filed an appeal in June 2006 with the Assessment Review Board (ARB).
12-12-2010
 
Ministry of Finance
A New Brunswick man was employed in Ontario on a contract in 2003. He purchased a new vehicle in July 2003, just prior to returning home, and paid Ontario retail sales tax of $1,529.
12-12-2009
 
Ministry of Finance
A man who had closed his business in 1998 was surprised to receive a tax bill from the Ministry of Finance nine years later – for more than $10,000 in unpaid sales taxes plus interest.
12-12-2009
 
Ministry of the Attorney General
Ms. L’s 83-year-old mother suffered from dementia and had recently moved into a long-term care facility. Her financial affairs were being handled by the Office of the Public Guardian and Trustee (PGT).
12-12-2008
 
Ministry of Government and Consumer Services
The Ministry of Government and Consumer Services agreed to provide more information to the public about its relationship with Tarion Warranty Corp. after more than 100 homeowners complained that it was unable to help in their disputes.
06-03-2008
 
Ontario Lottery and Gaming Corporation
The province agreed to 23 recommendations including a new lottery regulation system after the Ontario Lottery and Gaming Corporation was found to have paid out millions of dollars in prizes to “insiders.”
03-26-2007
 
Municipal Property Assessment Corporation
The province froze all assessments for two years and agreed to implement 22 recommendations to improve fairness, transparency and accuracy at the Municipal Property Assessment Corporation.
03-28-2006
 

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