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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

Waiting to be heard

A single mom of a child with a disability contacted us in desperation. She had purchased a new house, but the tenants living there refused to move out, and owed more than $20,000 in rent. As the woman waited for a hearing with the Landlord and Tenant Board, she had to stop therapy for her daughter …
A single mom of a child with a disability contacted us in desperation.
/en/our-work/case-stories/waiting-be-heard

Guardian angels

A community support worker contacted us with concerns about a 97-year-old neighbour. She suspected the elderly woman was being taken advantage of by a man who apparently had control over her finances and vehicle. The worker told us she had reported these concerns to the Office of the Public …
A community support worker contacted us with concerns about a 97-year-old neighbour.
/en/our-work/case-stories/guardian-angels

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

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

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

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

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

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

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