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Help is en route

A Francophone man who wanted some information about renewing his licence plate contacted our Office because he was unable to obtain service in French from a ServiceOntario office in a designated area. We raised the issue with the Ministry of Public and Business Service Delivery, which ensured that …
A Francophone man who wanted some information about renewing his licence plate contacted our Office because he was unable to obtain service in French from a ServiceOntario office in a designated area.
/en/our-work/case-stories/help-en-route

Continuing education

A woman contacted us to complain about her experience with inadequate French services from the Ministry of Colleges and Universities, both during telephone conversations and in written communications in response to her access to information request. We contacted Ministry staff, who committed to …
A woman contacted us to complain about her experience with inadequate French services from the Ministry of Colleges and Universities, both during telephone conversations and in written communications in response to her access to information request.
/en/our-work/case-stories/continuing-education

Secure resolution

Issue: Group home A 16-year-old complained that staff at his group home weren’t helpful to him after his personal belongings, including a laptop, were stolen or damaged by other youths living in the home. When we contacted staff at the responsible agency, they confirmed another resident had been …
A 16-year-old complained that staff at his group home weren’t helpful to him after his personal belongings, including a laptop, were stolen or damaged by other youths living in the home.
/en/our-work/case-stories/secure-resolution

Apply, return, repeat

A mother contacted us in frustration after waiting several months for her son’s name change to be processed. She had already submitted a notarized application on his behalf twice, seeking to change the name on his birth certificate to reflect his gender identity. When the second submission was …
A mother contacted us in frustration after waiting several months for her son’s name change to be processed.
/en/our-work/case-stories/apply-return-repeat

Delay of name

A mother complained to us about delays in obtaining long-form birth certificates for her two university-aged children, who needed the documents to apply for post-secondary education funding. Our inquiries with the Registrar General’s office revealed that the documents were stalled in its system …
A mother complained to us about delays in obtaining long-form birth certificates for her two university-aged children, who needed the documents to apply for post-secondary education funding.
/en/our-work/case-stories/delay-name

Errant pass

A woman sought our help after she purchased an annual Ontario Parks pass by mistake – she had meant to buy a Parks Canada pass (for national parks) instead. Her request for a refund was initially turned down but after we put her in touch with a more senior official at the Ministry of the …
A woman sought our help after she purchased an annual Ontario Parks pass by mistake – she had meant to buy a Parks Canada pass (for national parks) instead.
/en/our-work/case-stories/errant-pass

Debris debacle

A group of residents near a construction site complained that the Ministry of the Environment, Conservation and Parks was not acting on their complaints about debris. After Ombudsman staff spoke with Ministry officials, they explained the enforcement action they took to address the problem, which …
A group of residents near a construction site complained that the Ministry of the Environment, Conservation and Parks was not acting on their complaints about debris.
/en/our-work/case-stories/debris-debacle

Septic solution

A homeowner sought our help with servicing his septic tank – which was located on the property of a neighbour who would not allow access. We helped him reach the right people at the Ministry of the Environment, Conservation and Parks, who arranged to visit both properties and speak with both the …
A homeowner sought our help with servicing his septic tank – which was located on the property of a neighbour who would not allow access.
/en/our-work/case-stories/septic-solution

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

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

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

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