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Seal of disapproval

A man who pays family support through the Family Responsibility Office (FRO) complained to us that the FRO was garnishing too much from his federal disability payments, leaving him unable to pay his rent. We raised the case with FRO staff, noting that a recent court order set out how much it could …
A man who pays family support through the Family Responsibility Office (FRO) complained to us that the FRO was garnishing too much from his federal disability payments, leaving him unable to pay his rent.
/en/our-work/case-stories/seal-disapproval

Lessons for the Long Term

O N TA R I O Lessons for the Long Term Investigation into the Ministry of Long-Term Care’s oversight of long-term care homes through inspection and enforcement during the COVID-19 pandemic OMBUDSMAN REPORT PAUL DUBÉ, OMBUDSMAN OF ONTARIO SEPTEMBER 2023 O N TA R I O 1-800-263-1830 …
Investigation into the Ministry of Long-Term Care’s oversight of long-term care homes through inspection and enforcement during the COVID-19 pandemic.
/en/our-work/investigations/lessons-long-term

Tell us more

A man contacted us on behalf of his father, who was immunocompromised and receiving cancer treatments. He had applied to the Exceptional Access Program for funding for a drug necessary for managing the elder man’s conditions – which the EAP had approved for him before. He complained that EAP staff …
A man contacted us on behalf of his father, who was immunocompromised and receiving cancer treatments.
/en/our-work/case-stories/tell-us-more

Deductible decision

A man contacted our Office after trying unsuccessfully to have his Trillium Drug Program deductible increased. He had requested a reassessment, but the amount was still inconsistent with the program guide’s formula. He was also having trouble getting reimbursed for his wife’s kidney transplant …
A man contacted our Office after trying unsuccessfully to have his Trillium Drug Program deductible increased.
/en/our-work/case-stories/deductible-decision

Form fix

We heard from a man who was still waiting for his semi-annual grant for ostomy supplies from the Ministry’s Assistive Devices Program. We spoke with Ministry staff and learned that they were waiting on a form from him. We arranged with staff from his doctor’s office to send the form to the Ministry …
We heard from a man who was still waiting for his semi-annual grant for ostomy supplies from the Ministry’s Assistive Devices Program.
/en/our-work/case-stories/form-fix

Post-mortem refund

A man who had continued to make regular family support payments to his former mother-in-law, who had cared for his now-adult daughter, complained to us after he learned the older woman had been dead for more than a year. He alerted the Family Responsibility Office (FRO) – which had administered the …
A man who had continued to make regular family support payments to his former mother-in-law, who had cared for his now-adult daughter, complained to us after he learned the older woman had been dead for more than a year.
/en/our-work/case-stories/post-mortem-refund

Voicemail jail

An Ontario Works (OW) recipient urgently needed help when her benefits were suspended because she submitted some paperwork late. She had been in and out of hospital, and needed drug coverage to continue her medical treatments, but could not reach her OW caseworker. When we contacted OW staff, we …
An Ontario Works (OW) recipient urgently needed help when her benefits were suspended because she submitted some paperwork late.
/en/our-work/case-stories/voicemail-jail

Breaking the bank

A woman who was owed more than $10,000 in support payments from her ex-husband complained to us that she had provided documents to the Family Responsibility Office (FRO) proving that he had the money in a bank account, but the FRO would not take action. Our inquiries determined that the man’s money …
A woman who was owed more than $10,000 in support payments from her ex-husband complained to us that she had provided documents to the Family Responsibility Office (FRO) proving that he had the money in a bank account, but the FRO would not take action.
/en/our-work/case-stories/breaking-bank

Found money

A mother had been waiting for months to access support funding to assist with her nine-year-old son’s developmental mental health conditions. She was concerned that his behaviour was escalating and putting himself and others at risk. After we contacted officials at the Ministry of Children, …
A mother had been waiting for months to access support funding to assist with her nine-year-old son’s developmental mental health conditions.
/en/our-work/case-stories/found-money-0

Power arrangers

A woman who was behind on her hydro bills asked Ontario Works (OW) for help to avoid getting disconnected. The agency granted the request, but accidentally transferred an extra $1,600 to the utility, which added it to the woman’s account. She assumed it was additional COVID-19 support, as OW had …
A woman who was behind on her hydro bills asked Ontario Works (OW) for help to avoid getting disconnected.
/en/our-work/case-stories/power-arrangers

Long-term loan

A man with ALS complained that when he moved into a long-term care home in 2017 due to his deteriorating condition, he become ineligible for the ventilator that he had been provided through the province’s Ventilator Equipment Pool program. Our staff confirmed with Ministry of Health and program …
A man with ALS complained that when he moved into a long-term care home in 2017 due to his deteriorating condition, he become ineligible for the ventilator that he had been provided through the province’s Ventilator Equipment Pool program.
/en/our-work/case-stories/long-term-loan

Checked and re-chequed

A woman contacted us after she missed several cheques from the province’s Assistive Devices Program (ADP), which she required to cover the cost of ostomy supplies. She explained that she had changed addresses several times. Our staff contacted ADP officials, who determined that two of the woman’s …
A woman contacted us after she missed several cheques from the province’s Assistive Devices Program (ADP), which she required to cover the cost of ostomy supplies.
/en/our-work/case-stories/checked-and-re-chequed

Information, please

A woman who has several health issues and relies on Ontario Disability Support Program benefits complained to us that her request for coverage of her medications had been denied by the Ontario Drug Benefit program. She relied on food banks to eat so that she could purchase her medications as …
A woman who has several health issues and relies on Ontario Disability Support Program benefits complained to us that her request for coverage of her medications had been denied by the Ontario Drug Benefit program.
/en/our-work/case-stories/information-please

Healthy extension

A woman who had lived in Canada for 76 years sought our help when she attempted to renew her health card and discovered she did not have Canadian citizenship. She feared this would affect her health coverage, as she was told she would have to apply for a passport in her birth country and then apply …
A woman who had lived in Canada for 76 years sought our help when she attempted to renew her health card and discovered she did not have Canadian citizenship.
/en/our-work/case-stories/healthy-extension

Letter imperfect

The mother of a 21-year-old woman with developmental disabilities complained to us that she had not been reimbursed by the province’s Passport program for support services that she purchased for her daughter. She was told that she had run out of funding, even though she thought she still had money …
The mother of a 21-year-old woman with developmental disabilities complained to us that she had not been reimbursed by the province’s Passport program for support services that she purchased for her daughter.
/en/our-work/case-stories/letter-imperfect

Failed to send

An Ontario Disability Support Program (ODSP) recipient complained to us that her benefits had been cut off twice without warning. We made inquiries with ODSP officials, who determined that the woman should have received written notice that they were withholding benefits because they needed …
An Ontario Disability Support Program (ODSP) recipient complained to us that her benefits had been cut off twice without warning.
/en/our-work/case-stories/failed-send

After-life support

An unemployed woman who had been paying child support to her children’s father complained to us that the Family Responsibility Office was still intercepting 50% of her unemployment benefits, even though the man had died and the children were now in her care. Our staff flagged the case as urgent to …
An unemployed woman who had been paying child support to her children’s father complained to us that the Family Responsibility Office was still intercepting 50% of her unemployment benefits, even though the man had died and the children were now in her care.
/en/our-work/case-stories/after-life-support

Payment received

A mother complained to us because she was not receiving any family support payments from her children’s father, even though the Family Responsibility Office (FRO) had the ability to garnish his wages. After Ombudsman staff contacted FRO officials, they immediately did so, and the mother received …
A mother complained to us because she was not receiving any family support payments from her children’s father, even though the Family Responsibility Office (FRO) had the ability to garnish his wages.
/en/our-work/case-stories/payment-received

Keep on truckin’

A truck driver who crosses the Canada-U.S. border weekly as an essential worker complained to us that a ServiceOntario location would not let him in and demanded he self-isolate for 14 days because he had recently crossed the border. Our staff discovered that ServiceOntario had a COVID-19 screening …
A truck driver who crosses the Canada-U.S. border weekly as an essential worker complained to us that a ServiceOntario location would not let him in and demanded he self-isolate for 14 days because he had recently crossed the border.
/en/our-work/case-stories/keep-truckin

Wrongly charged

A patient contacted us after being told by their physician that a non-cosmetic dermatological treatment was not covered by OHIP, and could only be provided if the patient paid. We made inquiries with the Ministry, and confirmed that the treatment was in fact covered. The Ministry asked that the …
A patient contacted us after being told by their physician that a non-cosmetic dermatological treatment was not covered by OHIP, and could only be provided if the patient paid.
/en/our-work/case-stories/wrongly-charged