News & Updates

Read about the latest updates and events from Ombudsman Toronto, including public presentations, updates on investigations, training, and messages from the Ombudsman.

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Person typing on a calculator, the number 25,546 on the screen.

City made multiple errors and treated a Toronto mother on social assistance unfairly

December 11, 2025

Ombudsman Kwame Addo’s investigation found that the City made multiple errors in how it responded to a Toronto mother who received $25,546 in excess social assistance benefits. City staff did not give the client (named Dina in the report) a clear explanation of what she owed, neglected information that supported her case, didn’t speak to her to understand the facts and kept her waiting for hours when she tried to speak to a supervisor.

A tent covered in snow in downtown Toronto.

Letter to The Honourable Lena Metlege Diab and The Honourable Gregor Robertson

November 6, 2025

Read Ombudsman Toronto’s letter to The Honourable Lena Metlege Diab and The Honourable Gregor Robertson, urging the federal government to provide adequate funding to the City of Toronto to ensure sufficient shelter for refugee claimants.

Message from Ombudsman Addo marking the National Day for Truth and Reconciliation

September 30, 2025

On the National Day for Truth and Reconciliation, also known as Orange Shirt Day, we honour Survivors, their families and communities and remember the children who never came home from residential schools. At Ombudsman Toronto, we are committed to ongoing learning and to advancing reconciliation in line with the Truth and Reconciliation Commission’s Call to Action 57.

A long-shot photograph of Toronto’s skyline at dusk, featuring rooftops of low-rise buildings and the CN Tower in the distance.

Toronto Ombudsman saw record cases in 2024, indicating increasing demand for accountability in local government

June 20, 2025

The City of Toronto’s Ombudsman handled 4,929 cases in 2024, a 43 per cent increase over the previous year and the highest on record. The most common fairness issues stemmed from poor communication, including no or delayed responses and inconsistent or incorrect information from City staff.

Dense urban neighbourhood blanketed in snow.

Inaction by City staff left rooming house without heat, water and power for six months

May 15, 2025

Ombudsman Kwame Addo’s investigation found that the City mishandled a vital services outage at a rooming house. Eleven tenants were forced to live in unhabitable conditions because the rooming house had no heat, power or water for 6 months. City staff acted with bias, failed to enforce bylaws and did not act in line with the City’s commitment to progressively realize the right to adequate housing. The report includes 27 recommendations to address systemic issues and prevent this from happening again.

Honouring Black Legacy and Leadership: A Commitment to Accountability

January 31, 2025

Black communities have shaped Toronto in profound and enduring ways. At Ombudsman Toronto, we honour these legacies every day by working toward fairness, accountability, and a more equitable future where everyone thrives. Read Ombudsman Addo’s Statement on our commitment to accountability.

Toronto Ombudsman Report Finds City’s Decision to Exclude Refugees from Base Shelter Beds was Unfair and Harmful

December 12, 2024

Toronto’s Ombudsman Kwame Addo finds that the City of Toronto’s decision to stop allowing refugee claimants access to its base shelter beds was unfair, poorly planned, and inconsistent with its commitments to transparency, accountability, and the human right to adequate housing.

Toronto Ombudsman finds major gaps with police’s registry for vulnerable persons

September 5, 2024

In his first Toronto police investigation, “An Investigation into the Toronto Police Service’s Communications About its Vulnerable Persons Registry,” Ombudsman Addo finds that the communications failures and poor management have prevented the registry from doing its job.

Toronto’s Ombudsman reports on first year of office’s new Housing Unit, underscores human right to housing

July 19, 2024

Toronto’s Ombudsman Kwame Addo has released an update on the work his office’s new Housing Unit has done during its first year of operation.

Celebrating 15 Years of Fairness, Looking Forward

June 21, 2024

Toronto’s Ombudsman says 2024 marks 15 years of success for his office in solving problems with City services for the people of Toronto. In his annual report released today, Addo notes that to date, the office has handled more than 31,000 individual complaints from members of the public.