A man who received a ticket for stopping in a “no stopping” zone complained that only a “no parking” sign was visible from the spot. When we raised the issue with city officials, they confirmed there was a mix of “no stopping” and “no parking” signs in the area. They decided to refund the man’s …
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A man who received a ticket for stopping in a “no stopping” zone complained that only a “no parking” sign was visible from the spot.
/en/our-work/case-stories/bad-signs
Process undermined
Residents who live close to an open-pit mine contacted us in frustration after complaining to their municipality about noise, dust, and emissions for years. Our review revealed that the municipality had not established a clear complaints procedure or communicated how people should raise their …
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Residents who live close to an open-pit mine contacted us in frustration after complaining to their municipality about noise, dust, and emissions for years.
/en/our-work/case-stories/process-undermined
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 …
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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 …
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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 …
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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 …
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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
Sensitive subjects
We received three complaints about a chaotic meeting of council for the Municipality of West Nipissing in March 2019. A portion of the meeting was closed under the exception for “personal matters” in order to discuss an item on the agenda listed as “Municipal Act/Roles & Responsibilities.” …
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We received three complaints about a chaotic meeting of council for the Municipality of West Nipissing in March 2019.
/en/our-work/case-stories/sensitive-subjects
Out-of-town breakdown
As noted in last year’s Annual Report, we received 77 complaints in February 2019 about a City of Hamilton committee’s decision to meet outside of the city – the highest number of complaints we have ever received in a single closed meeting case. At issue were two meetings by the City Manager …
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As noted in last year’s Annual Report, we received 77 complaints in February 2019 about a City of Hamilton committee’s decision to meet outside of the city – the highest number of complaints we have ever received in a single closed meeting case.
/en/our-work/case-stories/out-town-breakdown
Per-pet-ual licence
A dog owner who went to renew the licences for her pets complained to us when the municipality also charged her to renew the licence of a dog that had died six months earlier. She was told she had missed the timeframe to report the dog’s death and return its tag – a requirement that was not on the …
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A dog owner who went to renew the licences for her pets complained to us when the municipality also charged her to renew the licence of a dog that had died six months earlier.
/en/our-work/case-stories/pet-ual-licence
Fair warning
A man who moved a trailer onto a property while he waited for a permit to build a house on it complained that the municipality had removed the trailer without notice. Our inquiries determined that the municipality had warned him to move the trailer several times before he obtained his building …
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A man who moved a trailer onto a property while he waited for a permit to build a house on it complained that the municipality had removed the trailer without notice.
/en/our-work/case-stories/fair-warning
How much?
A man complained to us that he was charged $123.79 for the installation of a new water meter at his cottage, even though the municipality’s fees by-law listed the fee for water meter replacement as $34.38. He was told he should actually have been charged $112.86 – a fee listed elsewhere in the …
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A man complained to us that he was charged $123.79 for the installation of a new water meter at his cottage, even though the municipality’s fees by-law listed the fee for water meter replacement as $34.38.
/en/our-work/case-stories/how-much
Parked at home
A man complained to us about his municipality issuing parking tickets during the COVID-19 state of emergency. He said he and his wife had both received tickets while working from home. Our staff made inquiries with city officials, who told us certain elements of the parking by-law had been …
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A man complained to us about his municipality issuing parking tickets during the COVID-19 state of emergency.
/en/our-work/case-stories/parked-home
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. … …
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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
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 …
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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
Proof of payment
A driver who required his licence for work sought our help when it was suddenly suspended due to a fine he had incurred 27 years earlier. He had been convicted of impaired driving in 1990 and fined $735. He believed he had paid the fine at the time, but in order to get his licence back, he agreed …
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A driver who required his licence for work sought our help when it was suddenly suspended due to a fine he had incurred 27 years earlier. He had been convicted of impaired driving in 1990 and fined $735.
/en/our-work/case-stories/proof-payment
Passed test
A 74-year-old woman who delayed a required driver’s test so she could have hip surgery sought our help after the Ministry cancelled her driver’s licence. She was required to take several tests to keep her licence after having a car accident. When the opportunity to have surgery came up, she asked …
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A 74-year-old woman who delayed a required driver’s test so she could have hip surgery sought our help after the Ministry cancelled her driver’s licence. She was required to take several tests to keep her licence after having a car accident.
/en/our-work/case-stories/passed-test
Mail fail
A commercial truck driver complained to us that his licence had been downgraded and he had not been able to get an explanation or assistance from ServiceOntario or DriveTest. Our inquiries with the Ministry determined that he had completed all the required tests to maintain his commercial licence, …
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A commercial truck driver complained to us that his licence had been downgraded and he had not been able to get an explanation or assistance from ServiceOntario or DriveTest.
/en/our-work/case-stories/mail-fail
Photo proof
After we made inquiries about a man’s complaint that the required notice of a proposed zoning by-law amendment was not posted on the relevant property, the municipality changed its practices. Municipal staff told us they had advised the owner of the property to post the notice, but never checked to …
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After we made inquiries about a man’s complaint that the required notice of a proposed zoning by-law amendment was not posted on the relevant property, the municipality changed its practices.
/en/our-work/case-stories/photo-proof
Water pressure
A man who received a water bill for more than $700 – around seven times more than his usual charge – called us in frustration when the local water company told him his previous bills were only estimates, but this one was based on actual use, and they could not alter his bill. Our inquiries …
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A man who received a water bill for more than $700 – around seven times more than his usual charge – called us in frustration when the local water company told him his previous bills were only estimates, but this one was based on actual use, and they could not alter his bill.
/en/our-work/case-stories/water-pressure
Pothole role
When a snowplow hit a pothole, digging up asphalt and other debris, it dumped the pile in a woman’s front yard and left a larger hole in the road. She complained to us after the municipal crew she called only filled the potholes, leaving the debris in her yard. She could not understand why the crew …
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When a snowplow hit a pothole, digging up asphalt and other debris, it dumped the pile in a woman’s front yard and left a larger hole in the road. She complained to us after the municipal crew she called only filled the potholes, leaving the debris in her yard.
