COMMUNICATION, FEEDBACK AND COMPLAINTS ABOUT OUR SERVICE
The Ombudsman is an independent and impartial Officer of the Ontario Legislature who resolves and investigates public complaints about the administrative conduct of public sector bodies within his jurisdiction, and recommends solutions to individual and systemic problems.
When you make a complaint to our Office, it will be dealt with by the Ombudsman’s staff, not the Ombudsman directly. The Ombudsman has delegated authority to staff, under the Ombudsman Act, to review and investigate complaints. This includes determining whether or not to proceed with a complaint and referring complainants elsewhere for help with their concerns.
What you can expect from us
The Ombudsman and staff are committed to procedural fairness in all of our work. This includes explaining our processes and the reasons for our actions and decisions.
We strive to communicate in a clear, professional, respectful, courteous and timely manner with all stakeholders, including members of the public and the public sector bodies we oversee.
The Ombudsman is committed to providing accessible services to persons with disabilities, in accordance with the Accessibility for Ontarians with Disabilities Act and our Accessibility Standards for Customer Service Policy.
Respectful communication and behaviour
What we expect from you:
Our staff strive to communicate with everyone in a courteous and respectful manner, and we expect the same of those who communicate with us. As an employer, we are committed to ensuring that our staff work in an environment free from harassing, abusive, intimidating, discriminatory or threatening behaviour.
Response to abuse or threats:
While we understand that some people who contact us are dealing with frustrating circumstances and emotional issues, the Ombudsman and staff will not tolerate behaviour that is harassing, abusive, intimidating, discriminatory or threatening. Threats of violence may be reported to police or appropriate authorities.
We reserve the right to restrict service to those whose communications and behaviour in dealing with our staff is harassing, abusive, intimidating, discriminatory or threatening. For example, the person may be restricted from visiting or calling our Office and required to communicate with us in writing only.
We observe similar principles of respectful communication in our use of social media and interactions with users and followers. See our Social Media Engagement Policy.
Feedback and complaints about our service
We welcome constructive feedback about the service provided by our Office, and make improvements accordingly, wherever appropriate.
We ask that you make any complaints about our service in writing, and outline your specific concerns. Please send your written comments or complaints about our service to us by email, mail or fax:
Mail: Office of the Ombudsman of Ontario, 483 Bay Street, 10th Floor, South Tower, Toronto, ON, M5G 2C9
If you make a written complaint about our service, a member of our management team will respond in writing, where warranted. We reserve the right not to respond to complaints that contain abusive, discriminatory or threatening language directed at our staff.