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News Releases

An Open Letter from Ombudsman to TTC Urging Swift Action amidst Lingering Systemic Issues

14 December 2020

In an open letter to TTC's Board of Directors, Ombudman Susan E. Opler urges the TTC to address critically needed changes in the recruitment, training, job requirements, public awareness, accountability and culture of Special Constables and Fare Inspectors.

Message from Ombudsman Susan E. Opler: Notice of Retirement

21 October 2020

After careful consideration, Ombudsman Susan E. Opler has decided to retire from her position, effective April 21, 2021.

Ombudsman Praises Heroism of City Staff, Releases Annual Report

25 June 2020

The City of Toronto Ombudsman today praised the performance of the thousands of City staff who have continued providing services to people in Toronto during the COVID-19 pandemic.

Toronto Ombudsman to Review City’s Investigation Of Incident at Centennial Park

18 June 2020

The City of Toronto Ombudsman will review the City’s investigation of a widely reported incident involving one of its By-Law Enforcement Officers and members of the public in Centennial Park earlier this week.

Statement from Ombudsman Susan E. Opler on the TTC's new Investigation Unit

14 May 2020

At the Special Meeting on May 13, 2020, the Board of Toronto Transit Commission (TTC) voted to establish a new Investigation Unit to receive and respond to complaints involving TTC Special Constables and Fare Inspectors.

Statement from Ombudsman Susan E. Opler

23 April 2020

It has been one month since Mayor Tory declared an Emergency in Toronto.

The past weeks have been anything but usual. However, we have all seen and benefitted from the heroic response of Toronto’s public servants to the COVID-19 crisis. They have worked tirelessly to provide critical and essential services to everyone in Toronto, particularly to our most vulnerable. Like so many others, I am sincerely grateful for their efforts.

Announcing Ombudsman Toronto's New Director of Investigations & Conflict Resolution

11 March 2020

Ombudsman Susan Opler is pleased to announce that Mr. Ciarán Buggle has joined Ombudsman Toronto as Director of Investigations and Conflict Resolution.

One Family Made a Difference: The City of Toronto Improves How it Handles Dangerous Dogs

16 December 2019

The City of Toronto Ombudsman says a Toronto family deserves a lot of credit for changes the City is making to how it handles complaints about dangerous dogs.

Ombudsman: TTC Did Not Conduct Adequate Investigation of Alleged Misconduct, Racial Discrimination

11 July 2019

The City of Toronto Ombudsman has found that a Toronto Transit Commission (TTC) investigation into the actions of a few of its Transit Fare Inspectors was not sufficiently fair, thorough or transparent to justify its conclusions.

Ombudsman Toronto: Celebrating One Decade – Looking to the Next

9 May 2019

The City of Toronto Ombudsman says 2019 marks a decade of success for her office in its work to ensure fairness in City services and administration.

City Ombudsman finds Poor Communications in Toronto Hydro Pole Replacement Project

28 February 2019

The City of Toronto's Ombudsman says Toronto Hydro did not notify a number of east-end homeowners that it would be replacing and/or installing new hydro poles on the City right-of-way in front of their homes.

City Ombudsman Monitoring Snow Removal Concerns

19 February 2019

Ombudsman Toronto is aware of broad-based public concern about snow removal in Toronto this winter, and is monitoring these issues closely.

Toronto Ombudsman says City Staff Did Not Adequately Protect Historic Train Station

18 July 2018

City of Toronto Ombudsman Susan Opler says poor communication and coordination, a lack of enforcement and inadequate supervision by City staff helped derail plans for the restoration of the historic Mimico Train Station through a Section 37 agreement under the Planning Act for a community benefit.

Toronto Ombudsman to Review TTC Investigation of Incident on Streetcar

4 July 2018

Ombudsman Toronto will be reviewing the TTC's investigation to examine whether it was appropriately thorough, fair and transparent and whether its conclusions are reasonable, based on the available evidence.

Complaints to Toronto Ombudsman Up in 2017

19 April 2018

City of Toronto Ombudsman Susan Opler says that in 2017, her office handled nearly 1650 complaints about City services, up 7% from the year before.

City Ombudsman Recommends Changes to Winter Respite Services for the Homeless

21 March 2018

The City of Toronto Ombudsman says the City gave people experiencing homelessness and the general public outdated, inaccurate and inconsistent information this winter about critically important services.

City Ombudsman says Toronto Community Housing Priority Transfer Process Giving Tenants False Hope

26 January 2018

The City of Toronto Ombudsman says Toronto Community Housing Corporation (TCHC) is being fundamentally unfair to tenants who seek to move to another unit because their current accommodation puts their health or safety at risk.

City Ombudsman Looking into Toronto’s Cold-Weather Services for the Homeless

2 January 2018

The City of Toronto Ombudsman has begun an Enquiry into the recent confusion over the winter programs offered to the City’s homeless.

Toronto Ombudsman Recommends $462,000 Payment to Senior

28 September 2017

The City of Toronto’s Ombudsman says it is only fair that the City repay a senior citizen $462,000 it got from the sale of his house.

Toronto's Ombudsman tells landlords "Turn off the heat"

22 September 2017

Toronto's Ombudsman Susan Opler today adds her voice to the City officials who have called on residential landlords across Toronto to immediately turn off the heat in their buildings until the current heatwave is over.

Ombudsman Releases Three Enquiry Reports

21 September 2017

The City of Toronto's Ombudsman releases three Enquiries into complaints about City services.

Ombudsman Finds Unfair Process for Complaints About Development Charges

28 June 2017

Ombudsman Toronto releases report: Investigation into the City's Process for Handling Development Charge Complaints and Education Development Charge Complaints

City Acted Unfairly in Cancelling Park Permit

19 May 2017

Ombudsman Toronto Investigation Report on the cancellation of a City park permit in east-end Toronto

TTC Transit Enforcement Needs Better Oversight

21 April 2017

Ombudsman Toronto released its Investigation Report on the TTC's Oversight of its Transit Enforcement Unit

2016 Annual Report

23 March 2017

Ombudsman Toronto releases its 2016 Annual Report.

2016 Toronto Ombudsman Awards

20 December 2016

The Toronto Ombudsman Awards are given annually to public servants who are exceptionally responsive when resolving complaints made to the Ombudsman. They are also awarded for initiatives that improve systems and result in better service and governance.

Toronto Ombudsman, Susan Opler, announced the winners of the 2016 Toronto Ombudsman Award.

Susan E. Opler appointed Ombudsman for City of Toronto

15 July 2016

At its July meeting, City Council unanimously appointed Susan E. Opler as Toronto's Ombudsman, effective September 12. The Ombudsman works to ensure that the City treats the public fairly, and services are provided in a fair and equitable manner for all. The Ombudsman addresses concerns about City services and investigates complaints about administrative unfairness related to City divisions as well as most City agencies and corporations.

2016 Toronto Ombudsman Award Nominees

24 May 2016

The Toronto Ombudsman Awards are given annually to public servants who are exceptionally responsive in resolving residents' complaints made to the Ombudsman. They are also awarded to staff, divisions or initiatives who advance good public administration by improving systems that result in better service and governance.

2015 Annual Report

24 March 2016

Ombudsman Releases Annual Report

Winners of 2015 Ombudsman Public Service Awards

25 September 2015

Ombudsman Fiona Crean is presenting the 2015 Ombudsman Public Service Awards to three city staff today for their commitment to resolving residents’ complaints about city services.

Investigation Announcement - Stress Injuries in the Toronto Paramedic Services

2 July 2015

Ombudsman Announces Investigation into Stress Injuries in the Toronto Paramedic Services

Statement from Fiona Crean

23 March 2015

Statement from the Ombudsman - March 23, 2015 - Press Conference

2014 Annual Report

23 March 2015

Ombudsman Highlights Accomplishments and Challenges

Winners of 2014 Ombudsman Awards

29 September 2014

Winners of 2014 Ombudsman Public Service Awards Toronto

2014 Ombudsman Award Nominees

6 June 2014

Nine City of Toronto staff have been nominated for the third Ombudsman's Award, which recognizes an individual or group who provided outstanding public service in proactively resolving complaints made to the Ombudsman.

Accountability Legislation

24 March 2014

Statement to Media by Fiona Crean, City of Toronto Ombudsman Toronto

2013 Annual Report

12 February 2014

Ombudsman Reports Increase in Complaints about City Services

Ombudsman Investigates Red Tape at City Hall

21 November 2013

The City of Toronto Ombudsman today announced she is beginning an investigation into red tape at City Hall.

Ombudsman Honours Outstanding Employees of the City of Toronto

25 September 2013

A public servant who cut through red tape, a City employee who helped a woman visit her mother in hospital, and an entire division of the City of Toronto are among the winners of this year’s Ombudsman Award.

International Ombudsman Institute Grant

30 July 2013

The City of Toronto Ombudsman has received funding from the International Ombudsman Institute (IOI) to lead a research project that will have an impact globally.

2012 Annual Report

14 February 2013

The City of Toronto Ombudsman Fiona Crean says residents, politicians and staff are gaining a clearer understanding about the benefits of having an independent Ombudsman to investigate problems with City services and programs.

Winners of First Ombudsman Public Service Award Announced

7 September 2012

Ombudsman Fiona Crean is delighted to present the City of Toronto's first-ever Ombudsman Public Service Award to give city staff who provided residents with outstanding assistance in resolving their complaints about city services.

Fiona Crean Announces Finalists for City of Toronto Ombudsman’s Award

16 July 2012

Sixteen City of Toronto staff are finalists for the first Ombudsman's Award, which recognizes an individual or group who provided outstanding public service in proactively resolving complaints made to the Ombudsman.

2011 Annual Report

1 February 2012

The City of Toronto Ombudsman's 2011 Annual Report

The City of Toronto Ombudsman Public Service Awards

1 December 2011

The Ombudsman for the City of Toronto is inviting residents to tell her about city staff who have gone the extra steps to address their complaints about service from the City.

Investigative Report - No Way to Comply: An Investigation into the Enforcement Practices of Municipal Licensing & Standards

20 September 2011

The Ombudsman has released her latest investigation report called, No Way to Comply: An Investigation into the Enforcement Practices of Municipal Licensing and Standards.

2010 Annual Report

2 February 2011

The Ombudsman has just released her 2010 Annual Report

Investigation Report - A Duty to Care

3 December 2010

The Ombudsman has released her latest investigation report called, A Duty to Care: An Investigation into Municipal Licensing and Standards’ Treatment of a Resident with Dementia.

Investigation Report - No Time to Waste

30 June 2010

The Ombudsman has released her latest investigation report about Toronto Water and Technical Services: No Time to Waste.

Banned Indefinitely: Safety or Punishment?

9 March 2010

Office of the Ombudsman releases latest investigative findings.

Toronto Community Housing Adopts Ombudsman's Recomendations

16 February 2010

In response to recommendations made by Toronto Ombudsman Fiona Crean, Toronto Community Housing is changing its procedures to ensure fairness when dealing with complaints of serious misconduct made against a tenant.

Office of the Ombudsman Start Up Year – 1,057 Complaints Two Recommendations to Council

21 January 2010

The Toronto Ombudsman‟s office managed 1,057 complaints and enquiries in its first nine-months of operation, processing and closing 91 per cent of them, according to its first Annual Report, released today by Toronto Ombudsman Fiona Crean.

Ombudsman Taking the Show on the Road

22 October 2009

Toronto Ombudsman Fiona Crean is taking her office on the road to four communities representing downtown Toronto, Scarborough, Etobicoke and North York.


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