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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.

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.

A man who wanted to dispute a $40 parking ticket told municipal staff he would call back to schedule a hearing, but when he did so, he was told it had already taken place.

A small business owner sought our help after he was ordered to install fire detectors and alarms on his property, noting that he could not access the technical standard of the Ontario Fire Code that was cited in the order.

A cannabis purchaser received a delivery from the OCS that turned out to be an empty box.

A woman placed an order with the Ontario Cannabis Store (OCS) on October 17, 2018, the first day that recreational cannabis became legal in Canada.

The family of a man who won $2,000 in the lottery but died before he could collect the prize sought our help in dealing with OLG officials, whom they had contacted several times over the course of four months.

A mother who receives support for her adult child with disabilities sought our help after she inadvertently provided inaccurate information to FRO, resulting in the termination of her support and a $21,000 credit to the payor.

A pensioner who had a longstanding agreement to pay her family support arrears off at $50/month complained to us that the Family Responsibility Office (FRO) sent her a letter threatening to garnish half of her monthly income, which would leave her with no money to pay her utility bills.

An Ontario Works recipient sought our help when he received a letter saying he would have to repay $1,835 to Ontario Works, and that his monthly income would be reduced by $202.

An inmate sought our help in reaching the appropriate correctional officials after her father passed away and she could not get a response to her request to attend his funeral.

An inmate complained to us that staff at his correctional facility had taken his eyeglasses and refused to return them.

A woman who had been pursuing her case at the Human Rights Tribunal of Ontario for several years sought our help after she learned that the adjudicator assigned to her case was no longer able to continue.

Ombudsman’s Message - A defining moment In many ways, this past year has been a defining one for the Office of the Ombudsman of Ontario. Without question, fiscal 2018-2019 was one of the busiest years in this Office’s 44-year history in terms of complaints handled – 27,419, representing an increase of almost 30% over the previous year. It was also historic in terms of our mandate, which was expanded by government for the second time in four years.

A pregnant youth called us for help when she went for an ultrasound and was told her health card was cancelled.

A young person in a treatment group home called us, saying she felt like she had no one to talk to.

A 15-year-old who had been in a group home for three years sought our help in moving into a foster home where he could become more independent.

In addressing the changes proposed by Bill 57, I will devote most of my comments to those amendments that affect the Office of the Ombudsman of Ontario, and the Ombudsman Act. Most notable among these are amendments that will expand the mandate of this office into areas that are presently within the mandate of my fellow Officers of the Legislature, the Provincial Advocate for Children and Youth (Child Advocate) and the French Language Services Commissioner.

Investigation into the adequacy and effectiveness of the Ministry of Transportation’s notifications and communications with drivers about licence suspensions and reinstatements.

Investigation into a meeting of council for the Regional Municipality of Niagara on December 7, 2017.