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

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.

“Fairness in government is more crucial than ever, especially for those facing the greatest barriers,” said Ombudsman Kwame Addo. “Torontonians deserve fair treatment from the City of Toronto, and they have the right to speak up if they don’t get it. We’re grateful to those who come forward and place their trust in us.”

Addo today released his 2024 Annual Report, demonstrating a growing demand for oversight and accountability. His team helped Torontonians, community groups and City staff resolve issues, amid mounting social and economic pressures. Examples include:

• helping a tenant facing eviction after an unfair review of their request for financial support. Ombudsman Toronto found that the City’s program lacked clear reasoning for its decisions and failed to consider the tenant’s circumstances. After the office raised concerns with the City, they agreed to provide financial assistance, allowing the tenant to remain in their home and stay close to essential community services.

• assisting a homeowner who was worried she hadn’t received a property tax bill. The problem continued even after she contacted staff at the Revenue Services division. When Ombudsman Toronto contacted the division, they fixed the problem and agreed on a repayment plan with the homeowner.

• improving how 311 supports people facing eviction. Ombudsman Toronto is working with 311 to ensure it gives callers the most up-to-date information on City services aimed at preventing evictions.

These and other cases in the report reflect the real-life impact of municipal decisions. Despite the record number of complaints, Ombudsman Toronto resolved 89 per cent of cases within 30 days.

The role of Toronto’s Ombudsman was established in 2009 to help resolve individual complaints and to conduct investigations on issues of broader public interest. Addo calls his office one of “last resort” for people who feel they have been treated unfairly by the City.

Beyond individual complaints, the office has completed more than 50 public reports and made over 600 formal recommendations since the office was founded. 2024 saw the release of three public investigations, including the first from its Housing Unit and the first on the Toronto Police Service. They recommended:

• strengthening fairness and transparency in the City’s shelter system, ensuring all people are treated with dignity and respect

• enhancing the Toronto Police Service’s Vulnerable Persons Registry so people can make informed decisions about disclosing their information to police

• holding Toronto Hydro accountable for clear communication and fairness, saving a resident $20,000 in unexpected repair costs and preventing this from happening again

Addo stressed the importance of early collaboration with City staff to get to fairer outcomes for people. “When staff involve us early,” says Addo, “we can proactively help them design programs and services that are rooted in fairness.”

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.

Learn more about Ombudsman Toronto.