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Debris debacle

A group of residents near a construction site complained that the Ministry of the Environment, Conservation and Parks was not acting on their complaints about debris. After Ombudsman staff spoke with Ministry officials, they explained the enforcement action they took to address the problem, which …
A group of residents near a construction site complained that the Ministry of the Environment, Conservation and Parks was not acting on their complaints about debris.
/en/our-work/case-stories/debris-debacle

Septic solution

A homeowner sought our help with servicing his septic tank – which was located on the property of a neighbour who would not allow access. We helped him reach the right people at the Ministry of the Environment, Conservation and Parks, who arranged to visit both properties and speak with both the …
A homeowner sought our help with servicing his septic tank – which was located on the property of a neighbour who would not allow access.
/en/our-work/case-stories/septic-solution

Second chance

After receiving the first of two Small Business Support Grant payments, a business owner was told he was no longer eligible for the second. He sought our help after discovering that an error in his banking information had caused his bank to reject the second payment to his account. When he tried to …
After receiving the first of two Small Business Support Grant payments, a business owner was told he was no longer eligible for the second.
/en/our-work/case-stories/second-chance-1

Extension explained

A woman whose husband was killed in a workplace accident complained to us that she had heard nothing about the Ministry of Labour, Training and Skills Development’s investigation of the incident for more than a year. She was concerned that it was already too late for any charges to be laid under …
A woman whose husband was killed in a workplace accident complained to us that she had heard nothing about the Ministry of Labour, Training and Skills Development’s investigation of the incident for more than a year.
/en/our-work/case-stories/extension-explained

Un-fur treatment

A First Nations trapper sought our help in obtaining a refund from the Ministry of Natural Resources and Forestry for licences to sell furs commercially, and a mandatory humane trapping course. He had learned that the course was available through his First Nation at a greatly reduced cost, and …
A First Nations trapper sought our help in obtaining a refund from the Ministry of Natural Resources and Forestry for licences to sell furs commercially, and a mandatory humane trapping course.
/en/our-work/case-stories/un-fur-treatment

Upstream battle

A homeowner complained to us about a pipe outlet on his property that was leaking foul-smelling fluid. His municipality referred him to the Ministry of Transportation, which denied responsibility. Our inquiries determined that it was a matter for the Ministry of the Environment, Conservation and …
A homeowner complained to us about a pipe outlet on his property that was leaking foul-smelling fluid. His municipality referred him to the Ministry of Transportation, which denied responsibility.
/en/our-work/case-stories/upstream-battle

Home safe

A group home worker raised health and safety concerns with us after he and a few colleagues contracted COVID-19. He believed they were exposed to a resident who tested positive, and said they had not been provided with personal protective equipment (PPE). We made inquiries with Ministry of …
A group home worker raised health and safety concerns with us after he and a few colleagues contracted COVID-19.
/en/our-work/case-stories/home-safe

Exclusion explanation

A personal support worker contacted us in frustration when he and his colleagues were denied “pandemic pay,” despite being in close contact with patients. We provided him with information about the criteria for this pay program, including that it only pertained to employers who received direct …
A personal support worker contacted us in frustration when he and his colleagues were denied “pandemic pay,” despite being in close contact with patients.
/en/our-work/case-stories/exclusion-explanation

Open and shut case

A woman who was waiting for the Fair Practices Commissioner (FPC – the WSIB’s internal ombudsman) to assist her with a loss-of-earnings assessment and prescription cost refund sought our help early in the pandemic. The FPC’s office was shut down and she was unable to reach them. We contacted staff …
A woman who was waiting for the Fair Practices Commissioner (FPC – the WSIB’s internal ombudsman) to assist her with a loss-of-earnings assessment and prescription cost refund sought our help early in the pandemic.
/en/our-work/case-stories/open-and-shut-case

Whose sewage

A trailer park owner contacted us when a dispute arose about responsibility for the municipal sewage system servicing the park. She and her family had maintained the sewage collection part of the system for many years, on the understanding that they owned the property it was on, while the …
A trailer park owner contacted us when a dispute arose about responsibility for the municipal sewage system servicing the park.
/en/our-work/case-stories/whose-sewage

After the fire

After firefighters used foam containing PFAS (per- and polyfluoroalkyl substances) to put out a fire at her property, a woman complained to us about how long it was taking to ensure her water was safe to drink. Officials at the Ministry of the Environment, Conservation and Parks told us a new …
After firefighters used foam containing PFAS (per- and polyfluoroalkyl substances) to put out a fire at her property, a woman complained to us about how long it was taking to ensure her water was safe to drink.
/en/our-work/case-stories/after-fire

Debt free

A man sought our help when he was contacted by a collections agency many years after receiving funding from Second Career – a program now operated by the Ministry of Labour, Training and Skills Development. He was told he had to repay the $28,000 he had received through the program – plus interest …
A man sought our help when he was contacted by a collections agency many years after receiving funding from Second Career – a program now operated by the Ministry of Labour, Training and Skills Development.
/en/our-work/case-stories/debt-free

Sorry process

We have resolved several complaints over the past three years about the Ontario Immigrant Nominee Program (OINP), which nominates skilled immigrant workers for permanent residency. The Ministry took steps to address issues of poor customer service and delay in this program. It also worked with our …
We have resolved several complaints over the past three years about the Ontario Immigrant Nominee Program (OINP), which nominates skilled immigrant workers for permanent residency.
/en/our-work/case-stories/sorry-process

On the hook

A woman who runs a commercial fishing business complained that the Ministry of Natural Resources and Forestry had not responded to her request for a refund of more than $31,000 she had overpaid in Crown lease fees over several years. She also complained that she had been waiting since 2015 for the …
A woman who runs a commercial fishing business complained that the Ministry of Natural Resources and Forestry had not responded to her request for a refund of more than $31,000 she had overpaid in Crown lease fees over several years.
/en/our-work/case-stories/hook

All’s well that ends well

After our staff assisted a Tesla owner in having his Electric and Hydrogen Vehicle Incentive Program application approved, he returned to us for help in February 2019, after he received only half of his $14,000 rebate. Ministry of Transportation officials acknowledged they had made an error and …
After our staff assisted a Tesla owner in having his Electric and Hydrogen Vehicle Incentive Program application approved, he returned to us for help in February 2019, after he received only half of his $14,000 rebate.
/en/our-work/case-stories/alls-well-ends-well

Harsh choice

A provincial government employee complained to us that the practices of the Workplace Discrimination and Harassment Prevention Office (WDHP) were onerous and unfair. This office, part of the Ministry of Government and Consumer Services, investigates complaints of discrimination and harassment in …
A provincial government employee complained to us that the practices of the Workplace Discrimination and Harassment Prevention Office (WDHP) were onerous and unfair.
/en/our-work/case-stories/harsh-choice

Month to month

A man sought our help with his local hydro company, which was sending him late notices and charging him interest on his quarterly water heater rental bill. He maintained he had been making monthly payments, but had been unable to resolve the matter through discussions with the company. Our staff …
A man sought our help with his local hydro company, which was sending him late notices and charging him interest on his quarterly water heater rental bill.
/en/our-work/case-stories/month-month

Connection made

A woman was trying without success to have hydro reconnected at a rental property and was concerned about a delay and lack of communication from the local hydro company. As a result of our Office’s inquiries, the company contacted her and hydro at the property was reconnected. … Connection …
A woman was trying without success to have hydro reconnected at a rental property and was concerned about a delay and lack of communication from the local hydro company.
/en/our-work/case-stories/connection-made

Overbill overkill

A farmer was concerned about the high electricity bills he received for the first six months of 2014, even though his corn dryer – the machine on his farm using the highest amount of electricity – wasn’t in use. His bills were close to $9,000, including $843 in delivery charges on $112 worth of …
A farmer was concerned about the high electricity bills he received for the first six months of 2014, even though his corn dryer – the machine on his farm using the highest amount of electricity – wasn’t in use. His bills were close to $9,000, including $843 in delivery charges on $112 worth of electricity.
/en/our-work/case-stories/overbill-overkill

Electrifying error

A woman was frustrated and confused by a dramatic increase in her electricity bills after her meter was changed in August 2013 – from $244 that July, to $403 in August, and up to $1,700 in January 2014. She said Hydro One was unable to provide her with an explanation for the increases, other than …
A woman was frustrated and confused by a dramatic increase in her electricity bills after her meter was changed in August 2013 – from $244 that July, to $403 in August, and up to $1,700 in January 2014.
/en/our-work/case-stories/electrifying-error