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Capacity concerns

A woman sought our help after her husband, who recently had an aneurysm, underwent a capacity assessment to determine his ability to make decisions about his property and personal care. We learned that she had made an application for guardianship of her husband, but her lawyer had not submitted all …
A woman sought our help after her husband, who recently had an aneurysm, underwent a capacity assessment to determine his ability to make decisions about his property and personal care.
/en/our-work/case-stories/capacity-concerns

Administrative Justice Delayed, Fairness Denied

O N TA R I O O N TA R I O ’ S WAT C H D O G FOR RENT ADMINISTRATIVE JUSTICE DELAYED, FAIRNESS DENIED Investigation into whether the Ministry of the Attorney General, Tribunals Ontario and the Landlord and Tenant Board are taking adequate steps to address delays and case backlogs at the Landlord and …
Investigation into whether the Ministry of the Attorney General, Tribunals Ontario and the Landlord and Tenant Board are taking adequate steps to address delays and case backlogs at the Landlord and Tenant Board
/en/our-work/investigations/administrative-justice-delayed-fairness-denied

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

Pardon the delay

A former client of the Office of the Public Guardian and Trustee (OPGT) contacted our Office after she was told she would have to pay an outstanding restitution order to receive a pardon for a past criminal offence. She told us she had paid the order through automatic deductions from her Ontario …
A former client of the Office of the Public Guardian and Trustee (OPGT) contacted our Office after she was told she would have to pay an outstanding restitution order to receive a pardon for a past criminal offence.
/en/our-work/case-stories/pardon-delay

Up in smoke

A woman sought our help after trying for several weeks to get a refund from the Ontario Cannabis Store (OCS) for a package that Canada Post never delivered. She was told – and we confirmed – that her cannabis order had been destroyed when a truck carrying mail and parcels caught fire in the parking …
A woman sought our help after trying for several weeks to get a refund from the Ontario Cannabis Store (OCS) for a package that Canada Post never delivered.
/en/our-work/case-stories/smoke

Finally heard

A couple with disabilities contacted us after trying for months to get an expedited hearing with the Landlord and Tenant Board (LTB) to address unsafe conditions in their apartment. Their landlord had failed to fix serious problems, including an unstable toilet, a broken intercom, and pest …
A couple with disabilities contacted us after trying for months to get an expedited hearing with the Landlord and Tenant Board (LTB) to address unsafe conditions in their apartment.
/en/our-work/case-stories/finally-heard

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

Family connection

A woman contacted us in frustration over delays and a lack of communication from the Office of the Public Guardian and Trustee (OPGT) regarding her brother, who was an OPGT client. Her application to assume guardianship and control of her brother’s finances from the OPGT was taking too long, and …
A woman contacted us in frustration over delays and a lack of communication from the Office of the Public Guardian and Trustee (OPGT) regarding her brother, who was an OPGT client.
/en/our-work/case-stories/family-connection

Find us online

Several people who work as title searchers complained to us about the province’s decision to end in-person services at all 54 of its Land Registry Offices in October 2020. Our staff made inquiries with senior officials at the Ministry of Government and Consumer Services to learn more about the …
Several people who work as title searchers complained to us about the province’s decision to end in-person services at all 54 of its Land Registry Offices in October 2020.
/en/our-work/case-stories/find-us-online

Better bilingual service for landlords and tenants

Our French Language Services Unit received many individual complaints from landlords and tenants who had difficulty receiving services in French from the Landlord and Tenant Board (LTB). These were brought to the board’s attention, and it has made improvements, including hiring more bilingual staff …
Our French Language Services Unit received many individual complaints from landlords and tenants who had difficulty receiving services in French from the Landlord and Tenant Board (LTB).
/en/our-work/case-stories/better-bilingual-service-landlords-and-tenants

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

Overtaxed

A homeowner sought our help after learning that his property type had been incorrectly recorded by the Municipal Property Assessment Corporation (MPAC) when it was first assessed almost a decade earlier. He had paid higher taxes than necessary for several years. MPAC was willing to fix the issue so …
A homeowner sought our help after learning that his property type had been incorrectly recorded by the Municipal Property Assessment Corporation (MPAC) when it was first assessed almost a decade earlier.
/en/our-work/case-stories/overtaxed

Loan protection

After a woman under the guardianship of the Office of the Public Guardian and Trustee (OPGT) took out two short-term, high-interest loans without the OPGT’s knowledge or consent, we asked for more information about how it prevents unauthorized loans and other dissipation of clients’ assets. We were …
After a woman under the guardianship of the Office of the Public Guardian and Trustee (OPGT) took out two short-term, high-interest loans without the OPGT’s knowledge or consent, we asked for more information about how it prevents unauthorized loans and other dissipation of clients’ assets.
/en/our-work/case-stories/loan-protection

Proof of identity

A man complained to us after he wore a non-medical mask to prevent coronavirus spread inside his local Liquor Board of Ontario (LBCO) outlet, and staff there asked him to remove it so they could verify his identity. He told us he was concerned that this could put his health at risk. We made …
A man complained to us after he wore a non-medical mask to prevent coronavirus spread inside his local Liquor Board of Ontario (LBCO) outlet, and staff there asked him to remove it so they could verify his identity.
/en/our-work/case-stories/proof-identity

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

Cracking the fire code

A small business owner sought our help after he was ordered to install fire detectors and alarms on his property, noting that he could not access the technical standard of the Ontario Fire Code that was cited in the order. He was told that because the information was copyrighted, the only way to …
A small business owner sought our help after he was ordered to install fire detectors and alarms on his property, noting that he could not access the technical standard of the Ontario Fire Code that was cited in the order.
/en/our-work/case-stories/cracking-fire-code