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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

Essential licence

A woman whose job was deemed an essential service during the COVID-19 pandemic sought our help when her driver’s licence was suspended due to a medical matter and she was temporarily unable to get to work. Our staff were able to facilitate the reinstatement of her licence within a few days. … …
A woman whose job was deemed an essential service during the COVID-19 pandemic sought our help when her driver’s licence was suspended due to a medical matter and she was temporarily unable to get to work.
/en/our-work/case-stories/essential-licence

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

Caught in the web

A woman complained to us that the Registrar General’s website froze when she was in the midst of applying for death certificates for two family members. She went back to the website and filed the application, and alerted the Registrar General of this – but she wound up being charged for two …
A woman complained to us that the Registrar General’s website froze when she was in the midst of applying for death certificates for two family members.
/en/our-work/case-stories/caught-web

Welcome home

A woman who had lived abroad for many years returned to Ontario and applied to exchange her foreign licence for an Ontario licence. She was asked to provide the date on which her out-of-country licence was originally issued, but it was so long ago, she had no such record. She was told she would …
A woman who had lived abroad for many years returned to Ontario and applied to exchange her foreign licence for an Ontario licence.
/en/our-work/case-stories/welcome-home-0

Proof of payment

A driver who required his licence for work sought our help when it was suddenly suspended due to a fine he had incurred 27 years earlier. He had been convicted of impaired driving in 1990 and fined $735. He believed he had paid the fine at the time, but in order to get his licence back, he agreed …
A driver who required his licence for work sought our help when it was suddenly suspended due to a fine he had incurred 27 years earlier. He had been convicted of impaired driving in 1990 and fined $735.
/en/our-work/case-stories/proof-payment

Passed test

A 74-year-old woman who delayed a required driver’s test so she could have hip surgery sought our help after the Ministry cancelled her driver’s licence. She was required to take several tests to keep her licence after having a car accident. When the opportunity to have surgery came up, she asked …
A 74-year-old woman who delayed a required driver’s test so she could have hip surgery sought our help after the Ministry cancelled her driver’s licence. She was required to take several tests to keep her licence after having a car accident.
/en/our-work/case-stories/passed-test

Mail fail

A commercial truck driver complained to us that his licence had been downgraded and he had not been able to get an explanation or assistance from ServiceOntario or DriveTest. Our inquiries with the Ministry determined that he had completed all the required tests to maintain his commercial licence, …
A commercial truck driver complained to us that his licence had been downgraded and he had not been able to get an explanation or assistance from ServiceOntario or DriveTest.
/en/our-work/case-stories/mail-fail

Suspended State

O N TA R I O O N TA R I O ’ S WAT C H D O G SuSpended STATe Investigation into the adequacy and effectiveness of the Ministry of Transportation’s notifcations and communications with drivers about licence suspensions and reinstatements OMBUDSMAN REPORT | PAUL DUBÉ, OMBUDSMAN OF ONTARIO | SEPTEMBER …
Investigation into the adequacy and effectiveness of the Ministry of Transportation’s notifications and communications with drivers about licence suspensions and reinstatements.
/en/our-work/investigations/suspended-state

Identity crisis

An elderly woman needed our help with obtaining new identification after she lost her OHIP card, her primary photo ID. She explained that because she was born at home and her birth was never registered, she did not have a birth certificate; nor did she have any immunization records, as her parents …
An elderly woman needed our help with obtaining new identification after she lost her OHIP card, her primary photo ID.
/en/our-work/case-stories/identity-crisis

Family re-covered

We helped a father renew his daughter’s OHIP card after she had gone three years without a valid one and her application had been rejected. He explained that the family had been homeless for a time during this period, so they were unable to receive renewal notices by mail. When they finally moved …
We helped a father renew his daughter’s OHIP card after she had gone three years without a valid one and her application had been rejected.
/en/our-work/case-stories/family-re-covered

It’s where you live

A woman who moved to Ontario from Alberta for work sought our help after her application for OHIP coverage was rejected due to inadequate proof that she resided in Ontario. Over the course of a year, all of the documents she provided to ServiceOntario to show she lived in the province were …
A woman who moved to Ontario from Alberta for work sought our help after her application for OHIP coverage was rejected due to inadequate proof that she resided in Ontario.
/en/our-work/case-stories/its-where-you-live

The long and short of it

A mother of two boys complained to our Office when she had trouble changing her children’s names on their birth certificates, documents they needed soon to make a trip to Disneyland in the U.S. She said miscommunication by ServiceOntario staff about how she should go about amending the boys’ long …
A mother of two boys complained to our Office when she had trouble changing her children’s names on their birth certificates, documents they needed soon to make a trip to Disneyland in the U.S.
/en/our-work/case-stories/long-and-short-it

Born free

An almost-retired man who wanted to get a passport to travel sought our help after three frustrating years of trying to obtain a birth certificate from the Office of the Registrar General. He complained he could not provide proof of his birth. He believed he had been born at home, as there were no …
An almost-retired man who wanted to get a passport to travel sought our help after three frustrating years of trying to obtain a birth certificate from the Office of the Registrar General.
/en/our-work/case-stories/born-free

Hits the spot

When a woman hit a pothole on a county road that damaged her vehicle, she tried to seek reimbursement. The county told her it was the Ministry of Transportation’s jurisdiction, but the Ministry told her the opposite. After our staff contacted both levels of government, Ministry officials determined …
When a woman hit a pothole on a county road that damaged her vehicle, she tried to seek reimbursement.
/en/our-work/case-stories/hits-spot

Change of address

An inmate who tried repeatedly to get information from the Ministry of Transportation about his driving record and other issues complained that he could not get information from officials during the 20 minutes of phone time he was allowed. Our staff facilitated his contact with Ministry staff so he …
An inmate who tried repeatedly to get information from the Ministry of Transportation about his driving record and other issues complained that he could not get information from officials during the 20 minutes of phone time he was allowed.
/en/our-work/case-stories/change-address

Have licence, will travel

A woman seeking to renew her driver’s licence was given a temporary one, valid for three months, and told her new licence would be mailed in 6-8 weeks. When it did not arrive in the mail, she made several calls to inquire about it. Each time, she was told the matter would be looked into, but almost …
A woman seeking to renew her driver’s licence was given a temporary one, valid for three months, and told her new licence would be mailed in 6-8 weeks.
/en/our-work/case-stories/have-licence-will-travel

Bugs in the system

An elderly woman contacted us after she was unable to get provincial officials to respond to her about a blocked highway culvert near her home that had become a mosquito breeding ground. Ombudsman staff contacted the Provincial Highway Management Branch, which committed to send someone to her …
An elderly woman contacted us after she was unable to get provincial officials to respond to her about a blocked highway culvert near her home that had become a mosquito breeding ground.
/en/our-work/case-stories/bugs-system

On the road again

An Ontario man who had temporarily moved to B.C. was told upon his return that his motorcycle licence had been cancelled and he would have to go through the testing process again. He contacted our Office because he was not getting clear answers as to why his licence had been cancelled in the first …
An Ontario man who had temporarily moved to B.C. was told upon his return that his motorcycle licence had been cancelled and he would have to go through the testing process again.
/en/our-work/case-stories/road-again