February 1, 2013
As a result of tabling that investigation, Council directed the Ombudsman to review the City’s responses into three earlier neighbourhood-level emergencies – the Queen Street West fire (February 2008), the Secord Avenue fire (July 2008) and the Sunrise Propane explosion (August 2008).
Read More about Council Directed Review on City’s Response to Three-Prior Neighbourhood-Level Emergencies
November 30, 2012
We received a sizeable number of complaints from parking ticket recipients about the information available to the public and the adequacy of the process for disputing parking tickets. Complainants stated that the parking infraction dispute process seemed designed to encourage payment and discourage those with disputes from pursuing them.
Read More about An Investigation into the Parking Ticket Dispute System in Toronto
October 31, 2012
We received complaints from a group of residents questioning TTC’s policies and procedures relating to notice of a second exit project, lack of public consultation, and differential treatment between the two communities affected.
Read More about Tunnel Vision: An Investigation into the Toronto Transit Commission Second Exit Project at Donlands and Greenwood Stations
September 30, 2012
We received a number of complaints about the way the public appointments process was administered. The complaints related to the lack of diversity among the successful candidates, the inadequacy of staff resources, and criticism about the handling of a potential conflict of interest.
Read More about An Investigation into the Administration of Public Appointments Policy
May 1, 2012
On September 24, 2010, a fire broke out on the 24th floor of 200 Wellesley Street, Canada’s largest social housing building. Firefighters took eight hours to extinguish the six-alarm blaze. More than 1,700 residents had to be evacuated. Many were vulnerable with no one to stay with. The Ombudsman initiated an investigation after receiving complaints about the City’s response and hearing concerns about whether the City’s policies and procedures were appropriate given the vulnerable nature of many in this social housing population.
Read More about An Investigation into the Provision of Emergency Human Services following 200 Wellesley Street Fire
April 30, 2012
We have received ongoing complaints from residents about excessive bills for sudden, inexplicable water consumption. After complaining to the City, they found their consumption returned to previous levels in the next billing period, regardless of whether the meter was replaced. They felt this implicitly suggested the City was not telling the truth about their water consumption.
Read More about Water Works: An Investigation into Water Billing, Metering and Customer Service
November 30, 2011
Mr. K complained to the Ombudsman that the Children’s Services Division (CSD) unfairly withdrew subsidized daycare for his children. The City also wanted him to pay back about $23,000. The City said Mr. K failed to provide notice of his loss of employment, although Mr. K contended that he had done so and CSD was penalizing him for their own error in losing the documents.
Read More about A False Impression of Fairness: An Investigation of One Person’s Appeal of the Loss of Subsidized Daycare
October 22, 2011
Since our office opened in 2009, we have received a steady stream of complaints from residents about third-party liability claims filed against the City of Toronto. Overwhelmingly, these have been about “high volume, low value” under $10,000 claims about damage caused by potholes, sewer or water backups, and falling tree limbs.
Read More about Potholes, Floods and Broken Branches – How the City Handles Your Claims: An Investigation into the Processing of Third Party Liability Claims Under $10,000
September 30, 2011
Ms. A felt that the Municipal Licensing and Standards Division (MLS) acted unfairly in enforcing a Property Standards Order. She said they failed to explain the order and were dismissive of her queries and concerns.
Read More about No Way to Comply: An Investigation into the Enforcement Practices of Municipal Licensing and Standards
November 30, 2010
We received a complaint that the City had acted unfairly in cutting down a private tree on the property of a senior with dementia at the request of a neighbour. The initial complaint was made by the son of the affected individual and raised larger systemic issues about the manner in which the City treats people with diminished capacity.
Read More about A Duty to Care: An Investigation into Municipal Licensing and Standards’ Treatment of a Resident with Dementia