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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Cluster of TTC tokens and tickets that are the subject of Ombudsman Toronto’s new report “No refunds for discontinued TTC tickets and tokens: An investigation behind how the decision was made

No clear decision-maker, no data, no consultation: Ombudsman finds flaws in how the TTC decided not to refund discontinued fares

June 19, 2026

Ombudsman Addo released a new report “No refunds for discontinued TTC tickets and tokens: An investigation behind how the decision was made,” that found the TTC did not follow a fair and transparent approach when it was considering whether to offer refunds for these discontinued fares. The report includes eight recommendations which aim to strengthen decision-making, require equity analyses, clarify board and staff responsibilities, improve record-keeping, update rider policies and ensure policy documents remain current and accessible at the TTC.

Ombudsman Toronto convened right-to-housing roundtable to strengthen accountability and partnerships

June 12, 2026

On June 4, Ombudsman Toronto brought community leaders, organizations, advocates, policy experts and people with lived experience together for our Right to Housing Roundtable at the Workers’ Justice Centre. We heard directly from leaders, advocates, experts and people with lived experience about service gaps, accountability barriers and what needs to change for all Toronto residents to have access to adequate housing.

People riding their bikes in a park with blooming cheery blossoms.

Janina Fogels appointed Deputy Ombudsman

May 19, 2026

Following an extensive recruitment process, Ombudsman Toronto is pleased to announce that Janina Fogels is the new Deputy Ombudsman, effective May 19, 2026. Please join us in congratulating Janina and wishing her all the best in her new role to strengthen fairness and accountability at the City of Toronto.

A red and white TTC streetcar is traveling down a street in Toronto. The streetcar is passing by a tall building and a street sign. There are also cars on the street, including one in front of the train and another behind it.

Ombudsman Toronto handled more than 4,000 cases in 2025 amid affordability crisis

May 14, 2026

Ombudsman Toronto handled 4,326 cases in 2025 — a 78 per cent increase since 2020 — stepping in to help people facing unfair treatment by the City of Toronto amid tough economic times and ongoing housing pressures. Read our 2025 Annual Report and find out how we’re strengthening fairness and accountability in Toronto.

Honouring Black resilience: Message from Ombudsman Addo marking Black History Month

February 1, 2026

Every February, we honour the monumental achievements and enduring contributions of Black Canadians. It is a time to celebrate the roots of Black communities, reflect on their resilience and continue to learn and take action.

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.