Investigative Reports

Showing 31 to 40 of 41 items

Tunnel Vision: An Investigation into the Toronto Transit Commission Second Exit Project at Donlands and Greenwood Stations

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.

An Investigation into the Administration of Public Appointments Policy

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.

An Investigation into the Provision of Emergency Human Services following 200 Wellesley Street Fire

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.

Water Works: An Investigation into Water Billing, Metering and Customer Service

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.

A False Impression of Fairness: An Investigation of One Person’s Appeal of the Loss of Subsidized Daycare

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.

Potholes, Floods and Broken Branches – How the City Handles Your Claims: An Investigation into the Processing of Third Party Liability Claims Under $10,000

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.

No Way to Comply: An Investigation into the Enforcement Practices of Municipal Licensing and Standards

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.

A Duty to Care: An Investigation into Municipal Licensing and Standards’ Treatment of a Resident with Dementia

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.

No Time to Waste: Investigation into Toronto Water and Technical Services Handling of a Resident’s Sewage Problems

June 30, 2010

On March 31, 2009, Ms. Q complained to the City that, after moving into her home in June 2002, she experienced repeated sewer backups resulting in sewage and flooding in her basement. In December 2007, the City’s Toronto Water Division installed a sanitary holding tank as a temporary solution. Ms. Q was told that a permanent solution would be found. To date, no permanent solution has been implemented.

Banned Indefinitely – Safety or Punishment?: An Investigation into a Parks, Forestry and Recreation Decision to Ban an Individual

March 5, 2010

On December 5, 2005, the City’s Parks, Forestry and Recreation division (PFR) banned Mr. M from all parks and community recreation for inappropriate behaviour. Mr. M felt that was unfair. He also said PFR continually refused to remove the ban and did not give him the opportunity to respond to the allegations.