Our Fairness Lens
Everyone who interacts with the City of Toronto deserves fair process, fair decisions and fair treatment.
At Ombudsman Toronto, we assess complaints using these three lenses of fairness.
Fair process: How was it decided?
A fair process focuses on how the City makes decisions or delivers services. People should have a meaningful opportunity to participate when decisions affect their rights or interests. City staff should act impartially and ethically.
Fair process means:
- clear communication and good record-keeping
- notice before decisions or actions are taken
- information about how to participate and how to request a review or appeal
Fair decision: What was decided?
A fair decision should be based on complete and accurate information, especially when it can significantly affect someone’s life. City staff should follow laws and policies, and consider relevant information. City staff should take into account individual circumstances and use discretion where appropriate.
Fair decisions are:
- based on policies and rules that are fair, lawful and consistently applied
- grounded in complete and relevant information
- equitable, non-discriminatory and considerate of the needs of those affected
Fair treatment: How were people treated?
Fair treatment focuses on how people are treated when interacting with the City. Interactions should be respectful and dignified, and services should be accessible and responsive to diverse needs. Fair treatment is supported by clear complaint processes and a commitment to continuous improvement.
Fair treatment includes:
- dignity, respect and professionalism in all interactions
- services that are accessible and meet diverse needs
- an accessible and effective complaints process
Key points to remember
Fairness doesn’t mean everyone is treated the same, it means people are treated according to their unique needs.
Fairness doesn’t guarantee a specific outcome, but it does require consistent and reasonable processes.
Fairness also requires that individuals have a meaningful opportunity to be heard without bias or discrimination.