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Direct education payment programs

Media release, "Ombudsman to investigate direct education payment programs" (December 11, 2023) Investigation into the Ministry of Education’s direct payment programs for parents and students. Announced December 11, 2023. Case update (2024-2025 Annual Report) Case update (2023-2024 Annual Report) … …
/en/our-work/investigations/ongoing-investigations/direct-education-payment-programs

When a tree falls…

A man told us he was camping at a provincial park when a crew that was cutting trees damaged several trailers, including his. He said he wrote to the park superintendent to ask them to pay for the damage, but got no response. Result: We reached out to staff at Ontario Parks, which is part of the …
A man told us he was camping at a provincial park when a crew that was cutting trees damaged several trailers, including his.
/en/our-work/case-stories/when-tree-falls

Keeping the lights on

A mother contacted us in a panic when she received notice that her electricity would be disconnected the next day. She told us this would seriously impact her ability to care for her daughter, who has special needs that require her to have lights on through the night. Result: We stepped in quickly …
A mother contacted us in a panic when she received notice that her electricity would be disconnected the next day.
/en/our-work/case-stories/keeping-lights

Slow build

A man who had purchased a plot of undeveloped land came to us after waiting almost two years for a development permit from the Niagara Escarpment Commission. The Commission’s role is to safeguard the area’s environmental features, and it specifically considers the impact of development on the …
A man who had purchased a plot of undeveloped land came to us after waiting almost two years for a development permit from the Niagara Escarpment Commission.
/en/our-work/case-stories/slow-build

Cost of ownership

A woman contacted us for help in correcting the ownership information for her deceased parents’ house, which had been in the family for close to 50 years but had mistakenly been left in the previous owner’s name at the time they bought it. The error in the land registry documents resulted in the …
A woman contacted us for help in correcting the ownership information for her deceased parents’ house, which had been in the family for close to 50 years but had mistakenly been left in the previous owner’s name at the time they bought it.
/en/our-work/case-stories/cost-ownership

Peace of mine

A resident was concerned about a municipality that was using aggregate (mining waste) from an abandoned mine as part of an infrastructure project and asked us to look into their concerns about this material. They wanted information about the potential environmental harm posed by the use of mining …
A resident was concerned about a municipality that was using aggregate (mining waste) from an abandoned mine as part of an infrastructure project and asked us to look into their concerns about this material.
/en/our-work/case-stories/peace-mine

Service connection

The family of a client of the Office of the Public Guardian and Trustee (OPGT) told us they were alarmed to hear from their relative’s cellphone provider that their bills – which the OPGT is supposed to pay on the client’s behalf – had not been paid in several months. The family paid the arrears to …
The family of a client of the Office of the Public Guardian and Trustee (OPGT) told us they were alarmed to hear from their relative’s cellphone provider that their bills – which the OPGT is supposed to pay on the client’s behalf – had not been paid in several months.
/en/our-work/case-stories/service-connection

Misrouted rent

A landlord came to us for help after her tenant finally paid her overdue rent directly to the Landlord and Tenant Board (LTB) – and the money was sent to the previous owner of the building instead. Result: After we stepped in, the LTB agreed to pay the landlord the overdue rent while it recouped …
A landlord came to us for help after her tenant finally paid her overdue rent directly to the Landlord and Tenant Board (LTB) – and the money was sent to the previous owner of the building instead.
/en/our-work/case-stories/misrouted-rent

Pending licence

A financial advisor who had paid the fee to renew his licence with the Financial Services Regulatory Authority of Ontario (FSRA) complained to us after waiting more than two months for a confirmation from them. He told us he was frustrated because without his licence, he could not continue to serve …
A financial advisor who had paid the fee to renew his licence with the Financial Services Regulatory Authority of Ontario (FSRA) complained to us after waiting more than two months for a confirmation from them.
/en/our-work/case-stories/pending-licence

Without consent

A First Nations grandparent complained to us after a school board used medicated lice shampoo on one grandchild and attempted to use it on another, both times without consent. The grandparent likened this action to past treatment of Indigenous students in residential schools. Result: The family …
A First Nations grandparent complained to us after a school board used medicated lice shampoo on one grandchild and attempted to use it on another, both times without consent.
/en/our-work/case-stories/without-consent

Asubpeeschoseewagong Netum Anishinabek (Grassy Narrows First Nation)

The Ombudsman and staff met with community members and leaders. During this visit, the Ombudsman was told there had been a delay in Hydro One installing the poles to bring electricity to these homes, and there appeared to be a communication breakdown between the community and Hydro One.  RESULT: …

The Ombudsman and staff met with community members and leaders. During this visit, the Ombudsman was told there had been a delay in Hydro One installing the poles to bring electricity to these homes, and there appeared to be a communication breakdown between the community and Hydro One. 

RESULT: The Ombudsman reached out to Hydro One’s Ombudsman, and by working together, they were able to communicate the urgency of the situation to the corporation. The hydro line was installed within the month.

/en/our-work/case-stories/asubpeeschoseewagong-netum-anishinabek-grassy-narrows-first-nation

First Nations HST rebate program

We received complaints from members of First Nations about delayed reimbursements under the Ontario First Nations HST rebate program. The program, run by the Ministry of Finance, provides eligible First Nations people, bands, and band councils with rebates of the 8% provincial portion of the HST …
We received complaints from members of First Nations about delayed reimbursements under the Ontario First Nations HST rebate program.
/en/our-work/case-stories/first-nations-hst-rebate-program

Water clarity

A landlord complained to us that his municipality had put his tenant’s unpaid water and wastewater charges on his property tax bill, without notifying him in advance. He told us he was frustrated because he could not obtain detailed information about the water account – which was in the tenant’s …
A landlord complained to us that his municipality had put his tenant’s unpaid water and wastewater charges on his property tax bill, without notifying him in advance.
/en/our-work/case-stories/water-clarity

Powerful help

A woman whose medical condition makes her reliant on an electric wheelchair, bed and lift was facing having her hydro disconnected because of an outstanding bill of $15,000. Given her vulnerable situation, we prioritized her case, working closely with the hydro company. RESULT: The company arranged …
A woman whose medical condition makes her reliant on an electric wheelchair, bed and lift was facing having her hydro disconnected because of an outstanding bill of $15,000.
/en/our-work/case-stories/powerful-help

Billing blunder

A low-income senior complained that her utility provider had been incorrectly applying her Ontario Electricity Support Program credit to her water bill for more than five years. Because of this error, the woman was being asked to repay approximately $1,800. RESULT: We inquired with the utility …
A low-income senior complained that her utility provider had been incorrectly applying her Ontario Electricity Support Program credit to her water bill for more than five years.
/en/our-work/case-stories/billing-blunder

Surprise eviction

A woman called us for help on the morning that she, her partner and three children were being evicted. She was shocked that her landlord had obtained an eviction order, because they had agreed to a rent repayment plan during a Landlord and Tenant Board (LTB) hearing months earlier, and she had been …
A woman called us for help on the morning that she, her partner and three children were being evicted.
/en/our-work/case-stories/surprise-eviction

Lack of urgency

A landlord who claimed her tenant was threatening to kill her and her children asked for an urgent hearing with the Landlord and Tenant Board (LTB). Seven months later, still waiting, she sent in a form asking for an expedited hearing, saying the tenant was damaging her property – but her matter …
A landlord who claimed her tenant was threatening to kill her and her children asked for an urgent hearing with the Landlord and Tenant Board (LTB).
/en/our-work/case-stories/lack-urgency

Friendly assistance

A woman complained to us that her friend, who was a client of the Office of the Public Guardian and Trustee (OPGT), was struggling to pay for her day-to-day expenses with the weekly $50 the OPGT provided. The friend said she tried to resolve the complaint directly with the OPGT, and was …
A woman complained to us that her friend, who was a client of the Office of the Public Guardian and Trustee (OPGT), was struggling to pay for her day-to-day expenses with the weekly $50 the OPGT provided.
/en/our-work/case-stories/friendly-assistance

Post-mortem review

A woman contacted us in frustration over delays and a lack of communication from the Office of the Public Guardian and Trustee (OPGT) regarding a deceased relative who had been an OPGT client. She was waiting to be reimbursed for an outstanding funeral expense and told us she had to resubmit …
A woman contacted us in frustration over delays and a lack of communication from the Office of the Public Guardian and Trustee (OPGT) regarding a deceased relative who had been an OPGT client.
/en/our-work/case-stories/post-mortem-review

Submission to the Ministry of Education regarding integrity commissioners and meeting procedures for school board trustees

Submission to the Ministry of Education regarding integrity commissioners and meeting procedures for school board trustees Paul Dubé Ombudsman of Ontario April 2024 Overview The Ministry of Education has requested comments on three regulatory proposals related to school board governance and …
The Ministry of Education has requested comments on three regulatory proposals related to school board governance and accountability.
/en/our-work/submissions-government/submission-ministry-education-regarding-integrity-commissioners-and-meeting-procedures-school-board