How to Request Records Under FIPPA in Ontario
Request records under FIPPA in Ontario: identify the institution, submit the request and $5 fee, the 45-business-day response rule, and appeal to the IPC.
How to Complain to the Ontario Ombudsman
Complain to Ombudsman Ontario: what it can investigate, what it cannot, trying the organization first, and how to file online, by phone, or by email.
Applies in: Ontario
The Ombudsman of Ontario is an independent official who investigates complaints from the public about problems in government administration. The office takes complaints about more than 1,000 government and public sector organizations and handles more than 35,000 cases every year. This guide explains what the Ombudsman can and cannot investigate, what to try first, and how to file a complaint. It cannot advise whether your complaint will succeed; only the Ombudsman can assess that.
Step 1: Check the Ombudsman can help with your complaint
The Ombudsman can take complaints about Ontario government services, provincial agencies, boards and tribunals, municipalities, school boards and universities, services for children and youth, and French language services. That covers provincial ministries and programs, Crown corporations, administrative tribunals, agencies, boards and commissions, child protection services, children's aid, foster homes, and youth justice facilities. Before you file, check the Ombudsman's website to confirm the organization you are complaining about is one the office oversees.
Step 2: Check the Ombudsman cannot help with your complaint
The Ombudsman cannot take complaints about private businesses like stores, banks, or cable and phone companies; judges and courts or their decisions; elected officials, meaning politicians; hospitals and long-term care homes; or federal programs and services such as the Canada Pension Plan and Canada Post. The office does not take sides, is neutral and impartial, cannot give legal advice, and does not represent individuals in legal proceedings. It also does not take complaints about individual people, legal disputes, or criminal activity. The Ombudsman cannot issue orders or reverse decisions made by politicians. The one exception to the hospital rule is French language services: the Ombudsman can take complaints about French language services provided by certain hospitals, long-term care homes, and other bodies specified in the regulations to the French Language Services Act.
Step 3: Try to solve the problem with the organization first
Have you tried to solve your problem? All organizations should have a complaint process, so share your concerns with them directly first. If the problem continues, or if it was not resolved properly, you can complain to the Ombudsman. If you are not sure whether the Ombudsman can help, call the office and staff will help you work it out.
Step 4: Gather the information the Ombudsman needs
The Ombudsman needs information about your complaint to help you. Try to gather the names and titles of the people you spoke to or emailed, the dates you contacted them, and what they told you, including notes or copies of emails. If you complained to the organization first, keep a record of that complaint and its outcome, since the Ombudsman will want to know what the organization said.
Step 5: File your complaint
You can make a complaint online, by email, by phone, or in person. Call 1-800-263-1830 to complain by phone. When you file online, you indicate what your complaint is about, such as a provincial government organization, a municipality, a school board, a university, or another body, and you identify the organization by name.
Step 6: Let the Ombudsman assess the complaint
The Ombudsman assesses all complaints and will refer people to the right place when the office cannot help. The Ombudsman may contact the organization in question to resolve the problem through the early resolution process. A formal investigation is rare: the office launches one when it has tried many times to resolve a complaint through early resolution, or when the Ombudsman identifies a broader system-wide problem. The Ombudsman Act gives the office powers of investigation, including the authority to require individuals to provide information, request documents from government and public sector organizations, collect evidence, and inspect buildings and public spaces such as jails. Government and public sector organizations must cooperate with investigations, and it is an offence under the Ombudsman Act to mislead the Ombudsman or to obstruct an investigation.
Figures the opened Ombudsman pages do not state
The opened Ombudsman Ontario pages state the organizations covered, the complaint routes, and the investigation powers set out above. They do not state a processing time for a complaint or a figure for how many complaints are resolved, so no timeline or outcome figure is asserted in this guide.
Related guides:
- How to escalate a consumer complaint in Canada: the route for complaints about a private business, which the Ombudsman cannot investigate.
- How to register for the National Do Not Call List in Canada: how to complain to the CRTC about telemarketing calls, a different regulator from the Ombudsman.
- How to apply for legal aid in Ontario: Legal Aid Ontario, for readers who need a lawyer rather than an investigation of a government service.
The Ombudsman Ontario complaint path
- Check the Ombudsman can helpOntario government services, municipalities, school boards, universities, and children's services are covered; courts and private businesses are not
- Try the organization firstEvery organization should have a complaint process; raise your concerns with it directly before complaining to the Ombudsman
- Gather your informationNames and titles of people you spoke to, the dates you contacted them, and what they told you
- File your complaintComplain online, by email, by phone at 1-800-263-1830, or in person
- Let the Ombudsman assess itThe Ombudsman assesses all complaints and may contact the organization to resolve the problem
- Know what the Ombudsman can doThe Ombudsman can investigate and recommend changes, but cannot issue orders or reverse politicians' decisions
Questions people ask
What does the Ontario Ombudsman do?
The Ombudsman is an independent official who investigates complaints from the public about problems in government administration. The office makes sure people are treated fairly by Ontario government and public services, takes complaints about more than 1,000 government and public sector organizations, handles more than 35,000 cases every year, and can also investigate broader system-wide problems and make recommendations to improve them.
What can the Ontario Ombudsman investigate?
The Ombudsman can take complaints about Ontario government services, provincial agencies, boards and tribunals, municipalities, school boards and universities, services for children and youth such as children's aid, foster homes, and youth justice facilities, and French language services. These include provincial ministries and programs, Crown corporations, administrative tribunals, agencies, boards and commissions, and child protection services.
What can the Ontario Ombudsman not investigate?
The Ombudsman cannot take complaints about private businesses such as stores, banks, or cable and phone companies; judges and courts or their decisions; elected officials, meaning politicians; hospitals and long-term care homes; or federal programs and services such as the Canada Pension Plan and Canada Post. The office also cannot give legal advice, does not represent individuals in legal proceedings, and does not take complaints about individual people, legal disputes, or criminal activity. One exception: the Ombudsman can take complaints about French language services provided by certain hospitals, long-term care homes, and other bodies specified in the regulations to the French Language Services Act.
Do I have to complain to the organization first?
Yes, you should try to solve your problem with the organization first. All organizations should have a complaint process, so share your concerns with them directly. If the problem continues or was not resolved properly, you can complain to the Ombudsman. You can also call the Ombudsman and the office will help you work out whether it can help.
How do I file a complaint with the Ontario Ombudsman?
You can make a complaint online, by email, by phone, or in person. Call 1-800-263-1830 to complain by phone.
What information should I gather before I complain?
Gather the names and titles of the people you spoke to or emailed, the dates you contacted them, and what they told you, including notes or copies of emails. The Ombudsman needs this information to understand the problem. If you do not have all of it, complain anyway and explain what you do know; the office assesses all complaints.
Sources
- Ombudsman Ontario, File your complaint — what the Ombudsman can and cannot take complaints about, trying the organization first, what information to gather, and the filing routes.
- Ombudsman Ontario, Frequently Asked Questions — the Ombudsman's role, the organizations covered, what it cannot investigate, the 35,000 cases a year, the investigation powers, and the early resolution process.