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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

Address unknown

A woman sought our help when she found out her driver’s licence had been suspended for medical reasons five years earlier, without her knowledge. Because of the delay, she would have to repeat the graduated licensing process to get her licence reinstated. Our inquiries revealed that the Ministry …
A woman sought our help when she found out her driver’s licence had been suspended for medical reasons five years earlier, without her knowledge.
/en/our-work/case-stories/address-unknown-0

Fax confirmed

A woman complained to us that the Ministry of Transportation had suspended her licence even though she had faxed in her eye test results a month earlier for special review. We provided the Ministry’s Medical Review Section with a copy of the fax confirmation, which showed the submission date. Staff …
A woman complained to us that the Ministry of Transportation had suspended her licence even though she had faxed in her eye test results a month earlier for special review.
/en/our-work/case-stories/fax-confirmed

Clean record

A woman who needed to drive to visit her husband in hospital sought our help after ServiceOntario told her she could not renew her licence. The issue was an old driving offence on her record, which required that she complete three tests before her licence would be valid. She told us she had …
A woman who needed to drive to visit her husband in hospital sought our help after ServiceOntario told her she could not renew her licence.
/en/our-work/case-stories/clean-record

Slow-speed cheque

A man contacted our Office after waiting almost two years for the Ministry of Transportation to return a $5,000 security deposit. He had arranged a special permit from the Ministry to build a fence along a section of provincial highway near his property. The deposit was a Ministry requirement – …
A man contacted our Office after waiting almost two years for the Ministry of Transportation to return a $5,000 security deposit.
/en/our-work/case-stories/slow-speed-cheque

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

No surrender

A driver complained to us after he was told the Ministry had no record of the licence he had surrendered to them 30 days earlier. Drivers whose licences are suspended because of demerit points are required to surrender them in person at ServiceOntario centres or mail them to the Ministry. However, …
A driver complained to us after he was told the Ministry had no record of the licence he had surrendered to them 30 days earlier.
/en/our-work/case-stories/no-surrender

Experience counts

A man who had driving experience in India and in British Columbia sought our help after he tried to obtain an equivalent Ontario driver’s licence. His experience should have qualified him immediately for a G2 licence (the second of three steps in Ontario’s graduated licence program) and allowed him …
A man who had driving experience in India and in British Columbia sought our help after he tried to obtain an equivalent Ontario driver’s licence.
/en/our-work/case-stories/experience-counts

Kept in suspense

A driver whose licence was suspended as a result of a criminal charge successfully appealed the charge and had it removed from his record. He was told by ServiceOntario staff that the licence would be reinstated within 2-3 days. He complained to us when, several weeks later, he was charged with …
A driver whose licence was suspended as a result of a criminal charge successfully appealed the charge and had it removed from his record.
/en/our-work/case-stories/kept-suspense

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

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.
/en/our-work/case-stories/record-time

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.
/en/our-work/case-stories/presto-change

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.
/en/our-work/case-stories/claiming-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.
/en/our-work/case-stories/lost-mail-0

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

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

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