A timely response
An individual who sent a complaint letter to the Special Investigations Unit (SIU) came to us for help, saying they had been told the SIU had no formal complaint process or timeline for receiving a response.
The Office of the Ombudsman of Ontario will be closed on Monday, September 1. Our phone lines will also be closed.
Our services will resume on Tuesday, September 2 at 9 a.m.
An individual who sent a complaint letter to the Special Investigations Unit (SIU) came to us for help, saying they had been told the SIU had no formal complaint process or timeline for receiving a response.
An individual who sent a complaint letter to the Special Investigations Unit (SIU) came to us for help, saying they had been told the SIU had no formal complaint process or timeline for receiving a response. As a fairness best practice, we generally recommend that public bodies establish a clear timeline for responding to complaints, including a reasonable deadline for acknowledging receipt of the complaint.
Result: We shared these suggestions with the SIU, which told us it was in the process of redeveloping its existing policies and would be publicly posting a revised complaint policy in the coming months. In the meantime, the SIU posted its existing policy online, and apologized to the complainant for the delay.