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

The City of Toronto’s Ombudsman Kwame Addo says the City’s Employment and Social Services (TESS) division made multiple errors in how it responded to a Toronto mother who’d received overpayments in social assistance. Addo says 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.

“The City didn’t treat Dina fairly, and that had a real and lasting impact on her,” says Addo. “She told my office she shut down, stopped functioning and was likely depressed.”

“This is a reminder that there are real people behind every decision the City makes. I’m grateful for her persistence in coming forward – it has forced changes that will better support some of the most vulnerable in our city.”

Addo today released a report titled, An Investigation into the City’s Handling of a Resident’s Social Assistance Overpayments. The report details a series of errors the City made that not only caused significant unfairness to one person but could potentially affect others in similar situations. The investigation found that City staff did not follow policies and could not explain why they didn’t:

• The City failed to conduct financial reviews of Dina’s benefits for over 10 years, even though they’re supposed to do it every two years. Without warning, they sent her a letter saying she had received $25,546 in excess social assistance. The City immediately reduced her benefits by 10 per cent (about $96 per month.)

• Dina took responsibility for about half the amount. However, because City staff failed to keep proper records and didn’t speak to her, they incorrectly claimed that she owed the other half.

• Two reviews failed to catch and correct errors. One upheld the incorrect amount. City staff never spoke to Dina to understand the facts during either review, denying her the chance to participate in a process with a huge impact on her.

• When Dina went to a local office to speak to a supervisor, they left her waiting for hours. The division’s customer service standards state clients should be able to speak to management within 30 minutes of arriving.

Management also delayed for two years reversing an overpayment of $2,400 that Dina didn’t owe. The City only reversed the amount after the Ombudsman launched this investigation. Had she not complained to Ombudsman Toronto, she likely would have repaid the City money she never owed.

While Addo’s investigation focused on Dina’s case, it revealed gaps in the division’s practices that could potentially affect others. Given that more than 2,000 staff are managing over 150,000 social assistance clients per year, “there are potentially other Dinas out there,” said Addo. “My 18 recommendations will improve processes so that other social assistance clients are treated fairly by the City in similar situations.”

The City acknowledges it could have done better and has accepted all 18 recommendations. These include strengthening the division’s processes around overpayments, and improving financial reviews, related safeguards and communication.

“You cannot have a strong public service without accountability,” said Addo. “I am glad that TESS leadership has accepted all my recommendations, and we will work with them until they have fixed the problems we identified.”

Media requests

For more information or to arrange interviews, please contact:

Melissa Yu Vanti
Ombudsman Toronto
Tel.: 416-338-3023
Email: melissa.yuvanti@toronto.ca

About Ombudsman Toronto

Ombudsman Toronto listens to and investigates people’s complaints and concerns about City of Toronto administration and the fairness of City services. We are a free and impartial office that operates independently from the City, holding it accountable to the people it serves.