The Office of the Ontario Ombudsman is committed to prioritizing service excellence and value for all Ontarians. We strive to deliver high-quality and impactful work through exceptional service to the public, in accordance with fundamental ombudsman principles.
This commitment is reflected in our Strategic Plan and defined in our Service Excellence Principles, below, which guide our work and the quality of service you can expect from us. These principles align with our values of trust, respect, accessibility and excellence.
Our commitment to service excellence is rooted in the following principles.
Timely, clear, and fair service
We aim to communicate with you in a way that is timely, easy to understand and helpful. When you submit a complaint or inquiry to us, we will:
- Respond to you in a timely manner and maintain regular contact with you as we review your complaint.
- Prioritize communications that we consider to be urgent. For example, if there is an immediate health or safety concern.
- Consider all available relevant information and provide you with the outcome of our review once it’s completed.
- Share information that is accurate and clear.
- Review your complaint or inquiry impartially and objectively. We don’t take sides. We look at whether processes, decisions, and the treatment you received were fair.
Upholding dignity and respect
We treat every individual with fairness, empathy and understanding. Our commitment to respect means we:
- Listen actively and without bias, taking time to understand your concerns.
- Respect diverse perspectives and experiences.
- Ensure all interactions are conducted with professionalism and courtesy.
- Treat you with dignity, care and thoughtful consideration.
- We also insist that our personnel are treated with respect and will protect them from unreasonable conduct.
Trust through integrity
Trust is the cornerstone of our work. To foster trust and confidence, we:
- Handle all complaints and inquiries impartially and confidentially.
- Maintain transparency in our processes and communications, consistent with our mandate.
- Provide equitable access to our services.
- Explain how we help you, and give you clear information about our role.
Ensuring accessibility
We are committed to being approachable and accessible to all who seek our services. This includes:
- Offering clear and simple access to our services.
- Accommodating diverse needs and circumstances.
- Providing direct service in English and French, as well as immediate interpretation services in more than 200 languages.
- Continuously improving our systems to reduce barriers to access, based on feedback received.
No wrong door
Our people-first service delivery ensures that our door is always open. Even if we can’t help you with your issues, we’ll help get you on the right track. We can:
- Give you clear and useful information, tailored to your concerns.
- Connect you to services, programs and resources to match your needs – including options you may not have considered.
- Find a clear path forward to reduce barriers to getting the help you need.
- With your consent, put you in touch directly with an organization, services or programs that may be able to help you.
Trauma informed approach
We understand that trauma can affect how people feel, respond, and interact. Our approach is sensitive, empathetic and supportive. We’re committed to serving you in a way that recognizes and responds to the impacts of trauma by:
- Creating a safe, welcoming environment where you feel heard and respected.
- Listening without judgement.
- Allowing you time and space to share your story, in your own words, at your own pace.
- Being open and flexible to adapt to your needs.
- Taking time to explain our process and answer any questions you may have.
- Practising cultural humility: Our intention is to serve you in a way that honours your beliefs, customs, and values.