Enhancing accessible communication practices
What happened
Anthony was experiencing homelessness and staying intermittently in a shelter. He didn’t have consistent access to a phone.
After he emailed the Toronto Employment and Social Services division (TESS) about concerns with his Ontario Works benefits and didn’t receive a response, he contacted our office.
TESS told us it doesn’t communicate with Ontario Works clients by email and had mailed its response to the shelter Anthony was staying at. Anthony said he never received the letter, which contained sensitive personal information.
We also heard from other TESS clients who had concerns that TESS wouldn’t communicate with them by email when they raised complaints. This practice created barriers for individuals without reliable phone access, those who preferred email and those who wanted a written record of their communications.
What we did
We contacted TESS to clarify its communication practices and asked that staff resend its response to Anthony in a way he was able to access. TESS first tried sharing the letter through a document-sharing application, but Anthony couldn’t get it to work. We followed up again and requested that TESS staff email the letter to Anthony, and they agreed.
Given similar concerns from other clients, we reviewed TESS’s complaints process more broadly. We found that while TESS had made rare exceptions by allowing email complaints, it hadn’t updated its overall complaints process. Although the division cited security concerns about email, it hadn’t accounted for clients without reliable access to a phone or mail.
We raised concerns that this approach could delay complaint resolution, create barriers for vulnerable clients and pose risks when confidential information is sent to shared shelter addresses.
The result
Through collaborative discussions, we identified opportunities for more flexible communication methods. In response, TESS created and launched a general email address for clients who prefer to submit service complaints by email. TESS lets its clients know of potential risks associated with email before proceeding. This solution balanced TESS’s concerns about data security with accessibility and fairness.
Why this matters
Accessible communication removes barriers that can prevent people from fully participating in processes that affect them. City divisions should offer clear and flexible options, especially for the most vulnerable, so people can better receive information about services they rely on and respond accordingly. Our office works collaboratively with divisions to identify practical solutions and address accessibility barriers, often without the need for a formal investigation. This helps resolve issues efficiently while making effective use of public resources.