As an independent, impartial and non-partisan Officer of the Legislature, the Ontario Ombudsman helps ensure accountability, fairness, and the resolution of issues with public services across the province. Every year, we receive close to 30,000 complaints about government and public sector services.
Organizations we can take complaints about
How we can help with MPP concerns
The Ombudsman can address concerns raised by MPP’s or their constituents about government services, administrative unfairness, and French language services and the rights of children and youth in care.
We encourage MPPs to refer issues relating to public services to us for review. We can also help your office resolve complaints from constituents, and MPPs are encouraged to refer constituents to our Office. The Ombudsman Act also allows MPPs to submit complaints to our Office directly on behalf of a constituent.
The Ombudsman may investigate a matter raised in a complaint or he may investigate an issue on his own motion. If a complainant gives us consent, we can share the outcome of their complaint with their MPP’s office once it’s resolved.
We also share our work and results on our website, social media channels and in our monthly newsletter, which is sent to all MPP offices.
Find out how our complaint and investigation process works
What to do when you receive a complaint
MPP and elected officials’ offices are often the first point of contact when a person has concerns about government and public sector services they’ve received.
>When you receive a complaint, you can refer it to us and we’ll:
- Reach out to ask the complainant for more information
- Review the complaint and determine what our role might be
- Facilitate appropriate referrals where applicable
- Attempt to resolve the problem wherever possible
- Provide best practice suggestions to the organizations involved on how to improve their services where appropriate
The vast majority of complaints we receive are resolved without an investigation.
Our work with MPPs
For each provincial riding, we:
- Track the number of cases we handle
- Publish case statistics in our annual report
- Provide a general breakdown by riding to MPP offices on request
- We also meet regularly with constituency staff to discuss our role and how we can help MPPs.
We are happy to answer any questions you might have, or to speak to a meeting of your caucus about our role and how we work. We encourage MPPs to contact us directly to learn more about our Office and how we can assist them and their constituents.
Contact us for a breakdown of complaints in your riding or to request a presentation
Case examples of MPP-referred complaints
Long delays for seniors renewing drivers’ licences
Seniors complained to their MPP about delays and scheduling problems when trying to renew their licences. They could not reach the Ministry of Transportation by phone to schedule a mandatory education program (for drivers over age 80). Many faced long wait times and cancellations, resulting in their licences expiring. We received 30 complaints about this – many sent directly by the MPP himself.
Result: We reviewed the complaints and met with Ministry officials. The Minister wrote the Ombudsman to outline their strategies to address the problem, including hiring additional staff and providing an email option. With the consent of the complainants, we provided the MPP with a detailed letter explaining the steps we took to address the seniors’ concerns.
Affordable housing options
A woman, concerned about becoming homeless, contacted her MPP’s office. They reached out to us for help. The woman was living in a hotel, but was told by her caseworker at the Office of the Public Guardian and Trustee (OPGT) that they would not provide further funds to extend her hotel stay. Fearing homelessness, she contacted her MPP.
Result: We thanked the MPP for referring the matter to us and confirmed that we would be following up directly with the woman. After our intervention, the OPGT met with the complainant to discuss affordable housing options.