Case Stories

Helping a Refugee Family with Immunization Records

29 June 2020

A refugee family settled in Toronto and registered their children at the local school. On the first day, they learned that they had been suspended because they had no proof of immunization.

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Reviewing a Parking Ticket Dispute

30 June 2020

Ms. W got a parking ticket, which she challenged at a screening meeting and then at a hearing at the Administrative Penalty Tribunal, without success. She was unsatisfied with the process and with responses she got from the Tribunal and their lawyers to her complaints.

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Improving the Municipal Code for Fair Access to Rebate Programs

1 July 2020

The City of Toronto offers a Water Rebate Program to low-income seniors and low-income persons with a disability who consume only a small amount of water each year. Ms. J contacted our office after she was deemed ineligible for the program, even though she received the Federal Disability Tax Credit, indicating that she was a person with a disability.

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Ensuring the Safety of TCHC Tenants

2 July 2020

Mr. J, a tenant in a high-rise Toronto Community Housing Corporation (TCHC) building, called us on a Wednesday in July. He saw that a notice had been posted in the lobby of his building that morning, stating that the building’s electricity would be turned off for the next two days to allow for major hydro vault work.

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Giving Someone a Chance at Housing Stability

9 May 2021

We heard from Ashley, a Toronto resident who was unsatisfied with the City’s final decision to deny her request for last month’s rent assistance through the City's Housing Stabilization Fund.

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Making Sure People in Toronto Got Reliable Information during the Pandemic

8 May 2021

When the COVID-19 pandemic hit in March of 2020, we began closely monitoring the City’s website to ensure it contained accurate, up-todate information about the pandemic and that it was keeping people informed about all changes to City services.

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Connecting Someone with Revenue Services to Follow Up on a Refund

7 May 2021

Hawa, whose late brother had given her Power of Attorney for Property, contacted us for help straightening out a problem with the City’s Revenue Services division. Her brother had overpaid a utility bill and was due a refund, but he had died before he received it.

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Addressing Fears of Reprisal in City Long-Term Care Homes

3 July 2020

We were concerned that fear of reprisal is known to be a systemic issue across long-term care generally, not just within the City of Toronto. We started an Enquiry to explore this issue.

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Helping Someone Find the Right Place to Complain

4 July 2020

Mr. U was concerned about three trees that the City planted on the boulevard next to his home. He worried that they had been planted too close to a gate on his property and to another tree. He was also upset that he had not received notice that the City would be planting the trees in the first place.

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Explaining Waste Removal Service Charges to Property Owners

5 July 2020

Mr. P owned a mixed commercial-residential property which he rented out. The City’s Solid Waste Management division had charged him for removing garbage from in front of his property. He called us, upset that warning notices had not been sent to him directly, even though he was responsible for the property.

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