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Investigation into complaints about patient safety, infection control and other issues involving the vehicles that transport non-emergency patients, focusing on whether adequate measures are in place to protect the public.

Investigation into the Ministry of the Attorney General’s implementation of recommendations concerning reform of the Special Investigations Unit.

Investigation into how the Ontario Provincial Police and the Ministry of Community Safety and Correctional Services have addressed operational stress injuries affecting police officers.

Investigation into the Ministry of Community Safety and Correctional Services’ response to allegations of excessive use of force against inmates.

Investigation into how the Ministry of Transportation administers the process for obtaining and assessing information about drivers who may have uncontrolled hypoglycemia.

Investigation into how the Ministry of Education responds to complaints and concerns relating to unlicensed daycare providers.

Investigation into the Ministry of Community Safety and Correctional Services’ conduct in relation to Ontario Regulation 233/10 under the Public Works Protection Act.

Ombudsman's Message - The Multipurpose Ombudsman The stories in this report, arising from the 19,726 cases we received in 2012-2013, demonstrate how my Office uses a variety of tools to resolve individual and systemic concerns. Picture a “Swiss Army”-style knife with all sorts of useful accountability gadgets: A barometer, a horsefly, an oil can, a safety valve and more.

Ombudsman’s Message - Reaching new heights This year has been an exceptional one for my Office, for both the sheer volume of public complaints and systemic investigations that we managed, and the historic progress that was achieved towards modernizing our mandate.

Investigation into the transparency of Hydro One’s billing practices and the timeliness and effectiveness of its process for responding to customer concerns.

Ombudsman's Message - A decade of progress This annual report is a milestone for the Ombudsman’s Office. We are approaching our 40th anniversary, and I have had the honour of serving Ontarians as Ombudsman for just over 10 of those years. The past decade has been a time of remarkable change and progress in government accountability. Even more lies ahead in the coming months, with the historic expansion of our mandate to municipalities, universities and school boards.

Investigation into the direction provided by the Ministry of Community Safety and Correctional Services to Ontario’s police services for de-escalation of conflict situations.

Investigation into the Ministry of Community and Social Services’ response to situations of crisis involving adults with developmental disabilities.

Ombudsman's Message - Expanding our Horizons: It is an honour and a privilege for me to serve as Ontario’s seventh Ombudsman. I am particularly grateful for the opportunity to lead such a remarkable team; one I have long held in high esteem. Collectively, we are dedicated to serving the people of Ontario and passionate about our role in enhancing governance and promoting administrative fairness.

Investigation into the City of Brampton’s procurement practices, focusing on the administration of its purchasing by-laws, policies and procedures regarding non-competitive procurements.

Investigation into how the Ministry of Community Safety and Correctional Services tracks the admission and placement of segregated inmates, and the adequacy and effectiveness of the review process for such placements.

Investigation into a complaint about the Township of Red Rock.

Ombudsman’s Message - New Era of Oversight As I report on this, my first full year as Ontario Ombudsman, I am encouraged by several recent developments that signal a trend toward stronger oversight of public sector bodies in this province.

Whatever label you choose – street checks, community contacts, or carding  – the practice of police officers arbitrarily stopping individuals on the street, requesting personal identification and information, and maintaining a record of the encounter for possible future use, has increasingly come under scrutiny.

Since 1974, police oversight in Ontario has been the subject of more than a dozen reviews, generating hundreds of recommendations for reform. In response, successive governments have introduced legislative amendments aimed at enhancing independent oversight of police. However, finding the right balance between effective policing and public accountability has proven elusive. Today, Ontario’s oversight system continues to attract criticism that threatens to undermine public confidence in policing.