About Us
At Ombudsman Toronto, we hold the City of Toronto accountable to the people it serves—you.
We independently and confidentially review complaints about fairness in City services. We do not take sides; we advocate for fairness.
As an office of last resort, we usually get involved after someone has raised their concerns with the City and received a final response. We review what happened, how the City responded and whether the process was fair.
When we find unfairness, we make clear, practical recommendations to resolve issues and improve services. We address both individual complaints and broader systemic issues.
We oversee all City divisions, as well as most agencies, boards and corporations. Learn more about who we oversee.
Our work is independent, accessible and confidential. Our services are free and available to everyone.
“You make a difference because you allow people an opportunity to be heard. And you remind a big publicly funded institution that policy impacts real people and that they can do better.”
– Member of the public
Public reports
Our public reports are the result of our investigations, usually involving complex systemic issues that require in depth exploration. These reports, and the findings and recommendations we make in them, hold the City accountable for its actions and help improve public services for everyone.
Case stories
Every day, we hear from people who believe they have been treated unfairly by the City. Case stories provide a window into the kinds of complaints we handle, and how we help make the City’s systems and services fairer for everyone.
Community engagement
A central part of our work is connecting with people in Toronto to listen and learn about the issues that are important to them. We value the trust that members of the public and communities throughout Toronto provide us, and we will continue to do our best to be deserving of that trust.
Meet the Ombudsman
Kwame Addo is Toronto’s Ombudsman. He and his team stand up for fairness, working to keep the City accountable to the people it serves. His seven-year term as Toronto’s Ombudsman began in August 2021.