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Conversion confusion

A man who had accidentally submitted incorrect information to the Ontario Student Assistance Program (OSAP) sought our help when OSAP converted his $32,000 grant to a loan. He told us that because of the mistake, OSAP had concluded that his wife was employed, when in fact she lived in Afghanistan …
A man who had accidentally submitted incorrect information to the Ontario Student Assistance Program (OSAP) sought our help when OSAP converted his $32,000 grant to a loan.
/en/our-work/case-stories/conversion-confusion

Vaccination pass

A university student who was exclusively enrolled in online courses and as an online teaching assistant complained to us that he was “unenrolled” because he did not provide proof that he had received the COVID-19 vaccine. He complained that there was no clear appeal process, and no distinction was …
A university student who was exclusively enrolled in online courses and as an online teaching assistant complained to us that he was “unenrolled” because he did not provide proof that he had received the COVID-19 vaccine.
/en/our-work/case-stories/vaccination-pass

Helping displaced Ukrainians obtain driver's licences

One man from a city in Ukraine that had been evacuated told us the Ministry of Transportation would not validate his Ukrainian licence and driving experience without a letter from the Ukrainian government – something he felt would not be feasible due to the war. He was told the letter was required …
As large numbers of Ukrainians have sought refuge in Ontario in the wake of Russia’s invasion of their country, Ontario has made efforts to help them settle. However, we recently heard of some having difficulty in obtaining driver’s licences.
/en/our-work/case-stories/helping-displaced-ukrainians-obtain-drivers-licences

Strengthening the Designation: A Collaborative Effort

O N TA R I O O N TA R I O ’ S WAT C H D O G Strengthening the Designation: A Collaborative Effort Investigation into Laurentian University’s cuts to French-language programming during restructuring and into the administration of the university’s designation by the Ministry of Francophone Affairs …
Investigation into Laurentian University’s cuts to French-language programming during restructuring and into the administration of the university’s designation by the Ministry of Francophone Affairs and the Ministry of Colleges and Universities
/en/our-work/investigations/strengthening-designation-collaborative-effort

Bad form

A father whose child was born through a surrogate mother complained to us after the Registrar General asked him to resubmit the paperwork for registering the birth, and include an additional form swearing that his statements were true. He complained that this additional requirement was …
A father whose child was born through a surrogate mother complained to us after the Registrar General asked him to resubmit the paperwork for registering the birth, and include an additional form swearing that his statements were true.
/en/our-work/case-stories/bad-form

Double time

A man complained to us about long delays in getting ServiceOntario and the Registrar General to correct a name error on his mother’s death certificate. Our inquiries revealed that the Registrar General routinely processed a person’s Statement of Death form separately from their Medical Certificate …
A man complained to us about long delays in getting ServiceOntario and the Registrar General to correct a name error on his mother’s death certificate.
/en/our-work/case-stories/double-time

Trucker stop

A would-be commercial truck driver complained to us after the private career college where he took his Mandatory Entry Level Training course was suspended by the Ministry of Colleges and Universities. He had passed the training and road test, but was told he was no longer eligible to receive his …
A would-be commercial truck driver complained to us after the private career college where he took his Mandatory Entry Level Training course was suspended by the Ministry of Colleges and Universities.
/en/our-work/case-stories/trucker-stop

Slow off the marks

A college graduate seeking to pursue studies at a university sought our help when he was unable to provide official transcripts from the college, whose offices were closed in spring 2020 due to COVID-19. He complained that the college did not respond to his inquiries until June, and did not provide …
A college graduate seeking to pursue studies at a university sought our help when he was unable to provide official transcripts from the college, whose offices were closed in spring 2020 due to COVID-19.
/en/our-work/case-stories/slow-marks

Process upgrade

A university student who had completed two years of courses applied for late withdrawal because of a previously undiagnosed mental illness. She sought our help after the university’s academic appeals committee denied her request and she was given a failing grade. Our review of the committee’s …
A university student who had completed two years of courses applied for late withdrawal because of a previously undiagnosed mental illness.
/en/our-work/case-stories/process-upgrade

At your service

A small business owner reached out to us after he was unable to update the information attached to his business licence through ServiceOntario, despite several attempts. He also told us that he had received poor customer service while seeking assistance. We contacted the Ministry of Government and …
A small business owner reached out to us after he was unable to update the information attached to his business licence through ServiceOntario, despite several attempts.
/en/our-work/case-stories/your-service

Opportunity granted

A former master’s student who began to work in her field just before she completed her degree complained to us that the Ontario Student Assistance Program (OSAP) had deemed her ineligible for an Ontario Student Opportunities Grant, due to unreported income. She conceded that she had inadvertently …
A former master’s student who began to work in her field just before she completed her degree complained to us that the Ontario Student Assistance Program (OSAP) had deemed her ineligible for an Ontario Student Opportunities Grant, due to unreported income.
/en/our-work/case-stories/opportunity-granted

Proven parenthood

A father whose wife died in childbirth sought our help in obtaining a birth certificate and Social Insurance Number for the new baby, which he needed in order to claim survivor benefits. Registrar General officials told him one of the forms he had filled out was invalid, and he would have to …
A father whose wife died in childbirth sought our help in obtaining a birth certificate and Social Insurance Number for the new baby, which he needed in order to claim survivor benefits.
/en/our-work/case-stories/proven-parenthood

No longer a loan

After being injured and hospitalized, a college student was unable to complete his one-year course, so the Ontario Student Assistance Program (OSAP) converted his $15,000 grant to a loan. He sought our help in asking OSAP to convert the loan back to a grant, so he could apply for further funding to …
After being injured and hospitalized, a college student was unable to complete his one-year course, so the Ontario Student Assistance Program (OSAP) converted his $15,000 grant to a loan.
/en/our-work/case-stories/no-longer-loan

Post-mortem correction

A woman sought our help in getting the Registrar General to help her correct an error she made on her mother’s death certificate. When we inquired about the delay in processing her request, we discovered that staff there had misspelled her name on the file. Both errors were addressed, and she was …
A woman sought our help in getting the Registrar General to help her correct an error she made on her mother’s death certificate.
/en/our-work/case-stories/post-mortem-correction

Starting anew

A man complained to us after trying for years to resolve a name discrepancy with ServiceOntario. Our inquiries with the Ministry of Transportation, ServiceOntario and the Registrar General revealed that ServiceOntario had processed his request to change his name on his driver’s licence. However, he …
A man complained to us after trying for years to resolve a name discrepancy with ServiceOntario.
/en/our-work/case-stories/starting-anew

Course completed

A transgender student at a college of applied arts and technology complained to us that she had experienced harassment, bullying, and a lack of accommodation. The college had investigated her allegations, but found them to be unsubstantiated, and their attempt to reach a mediated solution failed. …
A transgender student at a college of applied arts and technology complained to us that she had experienced harassment, bullying, and a lack of accommodation.
/en/our-work/case-stories/course-completed

Second chance

A federal inmate who was taking university courses sought our help with submitting a grade appeal. He had tried to submit it to the university’s senate committee, but received no response because he sent it directly to his professor instead of the registrar. We clarified the appeal process for him, …
A federal inmate who was taking university courses sought our help with submitting a grade appeal. He had tried to submit it to the university’s senate committee, but received no response because he sent it directly to his professor instead of the registrar.
/en/our-work/case-stories/second-chance-0

Extended parking

A woman sought our help after she was provided with a temporary accessible parking permit with a duration of only six months, when she had previously had one that lasted five years. We confirmed with ServiceOntario that in fact, the woman’s doctor had provided new information indicating that she …
A woman sought our help after she was provided with a temporary accessible parking permit with a duration of only six months, when she had previously had one that lasted five years.
/en/our-work/case-stories/extended-parking

Welcome change

A transgender man seeking a name change complained to us when his application was rejected because the sex on his birth certificate differed from the gender on his name change application. He was advised by ServiceOntario to contact the Registrar General, whose staff said he would have to submit a …
A transgender man seeking a name change complained to us when his application was rejected because the sex on his birth certificate differed from the gender on his name change application.
/en/our-work/case-stories/welcome-change

What to expect

An international student who had completed post-secondary studies in Ontario and was now employed sought our help in communicating with ServiceOntario about getting an Ontario Health card. She complained that each time she brought in the documents they requested, their expectations changed. We …
An international student who had completed post-secondary studies in Ontario and was now employed sought our help in communicating with ServiceOntario about getting an Ontario Health card.
/en/our-work/case-stories/what-expect