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Record time

A driver who moved to B.C. sought our help after waiting for a copy of his driving record from Ontario for 7 weeks. He needed the record to start his new job as a transit operator. When he didn’t receive it after the advertised delivery period of 10-15 business days, he contacted the Ministry …
A driver who moved to B.C. sought our help after waiting for a copy of his driving record from Ontario for 7 weeks.

Presto change

When attempting to reload her Presto card, a transit rider purchased a monthly Toronto Transit Commission (TTC) pass by mistake. She contacted Metrolinx, which referred her to the TTC, which in turn referred her to Metrolinx. When she still received no response, our Office connected her with …
When attempting to reload her Presto card, a transit rider purchased a monthly Toronto Transit Commission (TTC) pass by mistake. She contacted Metrolinx, which referred her to the TTC, which in turn referred her to Metrolinx.

Claiming responsibility

A man whose vehicle was damaged by a large pothole complained to us after the Ministry of Transportation’s adjuster denied his claim and the road construction company denied responsibility. After we raised the matter with Ministry officials, they investigated further and determined that the …
A man whose vehicle was damaged by a large pothole complained to us after the Ministry of Transportation’s adjuster denied his claim and the road construction company denied responsibility.

Lost in the mail

A woman came to us in frustration after trying several times to obtain her renewed driver’s licence. Each time she visited ServiceOntario, she was given a temporary licence and told a permanent one would be mailed to her. But after 6 months and several visits, she still hadn’t received it. Our …
A woman came to us in frustration after trying several times to obtain her renewed driver’s licence. Each time she visited ServiceOntario, she was given a temporary licence and told a permanent one would be mailed to her.

Right to safety

Issues: Group home; Rights (Safety) An 11-year-old told us she felt unsafe in her group home after another resident threatened her with a knife. The Ombudsman’s Children and Youth Unit informed her of her right to have her placement reviewed by the Residential Placement Advisory Committee, and …
An 11-year-old told us she felt unsafe in her group home after another resident threatened her with a knife.

Not as planned

Issues: Children’s aid society; Rights (Good care) A young person who was serving a youth sentence at an adult correctional facility complained to us that he was not being provided CAS access to services required by his court-ordered plan. He was under an Intensive Rehabilitation Custody and …
A young person who was serving a youth sentence at an adult correctional facility complained to us that he was not being provided CAS access to services required by his court-ordered plan.

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.

A cut above

Issues: Group home; Black youth; Rights (Identity) A Black youth living in a rural group home with little access to public transit complained to us that staff would not drive him to get a haircut. Our staff suggested that he speak to his caseworker about the matter, and we followed up with the …
A Black youth living in a rural group home with little access to public transit complained to us that staff would not drive him to get a haircut.

Left out in the cold

Issues: Group home; Police involvement; Disability The mother of a teenager with developmental disability complained to us about an incident involving her daughter at a group home, after the daughter left the home at midnight and was outside in the cold for more than 30 minutes before she was found …
The mother of a teenager with developmental disability complained to us about an incident involving her daughter at a group home.

The right process

Issue: Children’s aid society A mother called our Children and Youth Unit after her local children’s aid society told her it would not review her complaint due to a lack of information. The agency had a policy that stated a complaint must first be filed with a caseworker, then a supervisor, before …
A mother called our Children and Youth Unit after her local children’s aid society told her it would not review her complaint due to a lack of information.

On her own

Issues: Children’s aid society; Voluntary Youth Services Agreement (VYSA); Rights (Good care); Rights (Get help) A 16-year-old youth in care of a children’s aid society felt that her needs were not being met since she had a change in caseworkers.  She told our Children and Youth staff she recently …
A 16-year-old youth in care of a children’s aid society felt that her needs were not being met since she had a change in caseworkers.

Right to complain

Issues: Children’s aid society; Rights (Get help) When a woman complained to us about how she and her family were treated by a children’s aid society, we first advised her to contact her caseworker and raise the issue through the society’s internal process. She returned in frustration, saying the …
When a woman complained to us about how she and her family were treated by a children’s aid society, we first advised her to contact her caseworker and raise the issue through the society’s internal process.

That's the place

Issues: Children’s aid society; Rights (Get help); Rights (Fairness) Unhappy with his placement at a foster home, a 17-year-old asked his children’s aid society caseworker for a placement change, only to be told the home he was staying in was best for him.   Feeling unheard, the young person …
Unhappy with his placement at a foster home, a 17-year-old asked his children’s aid society caseworker for a placement change, only to be told the home he was staying in was best for him.

Review askew

Issues: Children’s aid society; ; Group home; Rights (Safety); Rights (Get help) A 16-year-old girl living in a group home told us she had asked her children’s aid society worker to initiate a review of her placement because she felt unsafe, but the caseworker didn't follow up with her. We …
A 16-year-old girl living in a group home told us she had asked her children’s aid society worker to initiate a review of her placement because she felt unsafe, but the caseworker didn't follow up with her.

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.

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.

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.

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.

Coverage confusion

Issues: Rights (Good care); Rights (Get help) A pregnant youth called us for help when she went for an ultrasound and was told her health card was cancelled. She thought her children's aid society worker had cancelled her health coverage. We determined that the card wasn't cancelled, but required …
A pregnant youth called us for help when she went for an ultrasound and was told her health card was cancelled.

Staying connected

Issues: Children’s aid society; Group home; Rights (Fairness) A young person in a treatment group home called us, saying she felt like she had no one to talk to. We determined that she was connected to a children's aid society and a children's mental health agency, but she wasn't aware of either …
A young person in a treatment group home called us, saying she felt like she had no one to talk to.