Vision, Mission, Values


Our vision is a City of Toronto government that treats all people fairly.


Ombudsman Toronto is an independent and effective voice for fairness at the City of Toronto.


  • listen to the public's concerns about City services and administration

  • investigate by asking questions, gathering information and analyzing evidence

  • explore ways to resolve individual cases without taking sides

  • shine a light on problems and recommend system improvements


Independence and Impartiality

We operate at arm's length from the City. This allows us to be unbiased and objective. We speak up for fairness.

Fairness and Equity

We investigate whether a decision, act or omission by the City was fair. We look at the process, the outcome, and how people are treated. We consider people's circumstances and needs.


We make it easy for everyone to use our services. If we cannot help with someone's complaint, we direct them to someone who can.

Respect and Empathy

We listen to the people we serve with an open mind. We understand we don't have all the answers, so we ask members of the public and City staff lots of questions.  

Willingness to Help

We do our best to resolve complaints and concerns as quickly and informally as possible. We work constructively with City staff to ensure they serve the public fairly.


We are rigorous in our approach. We base our findings on evidence. We identify practical solutions and recommendations. We maintain confidentiality while clearly communicating the results of our work.