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Connection made

A woman was trying without success to have hydro reconnected at a rental property and was concerned about a delay and lack of communication from the local hydro company. As a result of our Office’s inquiries, the company contacted her and hydro at the property was reconnected. … Connection …
A woman was trying without success to have hydro reconnected at a rental property and was concerned about a delay and lack of communication from the local hydro company.
/en/our-work/case-stories/connection-made

Just missed the mark

A mother of three who was enrolled in a combined college and university nursing program was not allowed to progress to the university portion of the program because her grade in a college course was 1.5% below the required threshold. She appealed the mark, but complained to us that the college’s …
A mother of three who was enrolled in a combined college and university nursing program was not allowed to progress to the university portion of the program because her grade in a college course was 1.5% below the required threshold.
/en/our-work/case-stories/just-missed-mark

Right to appeal

A university student contacted our Office with several concerns, including a stalled academic appeal, the conduct of one of his professors, administrative fees, and the university’s unwillingness to release his official transcript. Our Office made several inquiries and determined that he could …
A university student contacted our Office with several concerns, including a stalled academic appeal, the conduct of one of his professors, administrative fees, and the university’s unwillingness to release his official transcript.
/en/our-work/case-stories/right-appeal

Tuition restitution

A student from outside of Canada, who was married to a Canadian citizen, chose to enter the country on an international student visa because it would be processed faster than her spousal visa. She enrolled at a college of applied arts and technology in fall 2013, and was enrolled during the fall …
A student from outside of Canada, who was married to a Canadian citizen, chose to enter the country on an international student visa because it would be processed faster than her spousal visa.
/en/our-work/case-stories/tuition-restitution

Overbill overkill

A farmer was concerned about the high electricity bills he received for the first six months of 2014, even though his corn dryer – the machine on his farm using the highest amount of electricity – wasn’t in use. His bills were close to $9,000, including $843 in delivery charges on $112 worth of …
A farmer was concerned about the high electricity bills he received for the first six months of 2014, even though his corn dryer – the machine on his farm using the highest amount of electricity – wasn’t in use. His bills were close to $9,000, including $843 in delivery charges on $112 worth of electricity.
/en/our-work/case-stories/overbill-overkill

Electrifying error

A woman was frustrated and confused by a dramatic increase in her electricity bills after her meter was changed in August 2013 – from $244 that July, to $403 in August, and up to $1,700 in January 2014. She said Hydro One was unable to provide her with an explanation for the increases, other than …
A woman was frustrated and confused by a dramatic increase in her electricity bills after her meter was changed in August 2013 – from $244 that July, to $403 in August, and up to $1,700 in January 2014.
/en/our-work/case-stories/electrifying-error

Too far to go

A mother who had been commuting two hours every day to attend classes at an Everest College campus applied for funding to resume her studies elsewhere after the college closed. However, the only program available in her field would have required a five-hour daily commute. She was offered a partial …
A mother who had been commuting two hours every day to attend classes at an Everest College campus applied for funding to resume her studies elsewhere after the college closed.
/en/our-work/case-stories/too-far-go

Second chance

A PhD student who was given no opportunity to repeat his final exam when he failed on his first try after 16 months of course work complained to our Office that he had hit a dead end in the university’s appeal process. Our inquiries determined that staff had misapplied university policy, and as a …
A PhD student who was given no opportunity to repeat his final exam when he failed on his first try after 16 months of course work complained to our Office that he had hit a dead end in the university’s appeal process.
/en/our-work/case-stories/second-chance

Pressed for cash

A college student who was taking “compressed” courses over the summer questioned why she didn’t qualify for full-time OSAP funding, as her college had previously determined that her compressed course load made her eligible. Our inquiries determined that the college had made an error, and the woman …
A college student who was taking “compressed” courses over the summer questioned why she didn’t qualify for full-time OSAP funding, as her college had previously determined that her compressed course load made her eligible.
/en/our-work/case-stories/pressed-cash

No answer

A woman on a waiting list for a popular, limited-enrolment college program called our Office for help when she could not get any information from the college about whether she had been accepted. We discovered that for this program, the college only made acceptance offers to students over the phone, …
A woman on a waiting list for a popular, limited-enrolment college program called our Office for help when she could not get any information from the college about whether she had been accepted.
/en/our-work/case-stories/no-answer

Fail safe

A student complained that he had failed a course due to false information provided to his professor by a teaching assistant. We directed him back to the university’s grades appeal process, explaining that we are an office of last resort and our role is not to overturn decisions, but if he is …
A student complained that he had failed a course due to false information provided to his professor by a teaching assistant.
/en/our-work/case-stories/fail-safe

Distance discount

A distance education student complained he was asked to pay fees for various services only available on campus, such as student lifestyle fees. We referred him to information on the university’s website about compulsory and non-compulsory fees, and provided information about how to get a refund of …
A distance education student complained he was asked to pay fees for various services only available on campus, such as student lifestyle fees.
/en/our-work/case-stories/distance-discount

Buy the book

A student who bought $1,000 worth of textbooks for her studies at the suddenly-closed Everest College complained that foot-dragging by officials at the Ministry of Training, Colleges and Universities caused her to miss a deadline to receive a 60% refund on the books, which were now worthless to …
A student who bought $1,000 worth of textbooks for her studies at the suddenly-closed Everest College complained that foot-dragging by officials at the Ministry of Training, Colleges and Universities caused her to miss a deadline to receive a 60% refund on the books, which were now worthless to her.
/en/our-work/case-stories/buy-book

Back in action

An Everest College student who was away from the school on medical leave when it abruptly closed was turned down for assistance in enrolling in a new program because his college record did not list him as an active student at the time of the closure. When Ombudsman staff provided Training …
An Everest College student who was away from the school on medical leave when it abruptly closed was turned down for assistance in enrolling in a new program because his college record did not list him as an active student at the time of the closure.
/en/our-work/case-stories/back-action

Admit one

A would-be Bachelor of Education student complained that he was denied admission because of a mistake in his application due to a miscommunication with the university. We referred him to the university’s dispute resolution service. Read about how we helped other people in our Selected cases . … …
A would-be Bachelor of Education student complained that he was denied admission because of a mistake in his application due to a miscommunication with the university.
/en/our-work/case-stories/admit-one

A processing predicament

A woman complained to us after her acceptance into a university program through the Ontario Universities' Application Centre (OUAC), was somehow not processed, meaning she lost her spot and was put on a waitlist. Our Office referred her to OUAC first, to determine whether the error occurred as …
A woman complained to us after her acceptance into a university program through the Ontario Universities' Application Centre (OUAC), was somehow not processed, meaning she lost her spot and was put on a wait list.
/en/our-work/case-stories/processing-predicament

A learning experience

A would-be Bachelor of Education student complained that he was denied admission because he included a one-on-one teaching experience in his application - he said the university did not make it clear that he should not do so. We referred him to the university’s dispute resolution service. Our staff …
A would-be Bachelor of Education student complained that he was denied admission because he included a one-on-one teaching experience in his application - he said the university did not make it clear that he should not do so.
/en/our-work/case-stories/learning-experience

Zero balance

A student enrolled in a college’s early childhood education program, but was unable to attend. She did inform the college, but because she missed the deadline to withdraw from the course, she received a grade of zero and was asked to pay $1,400 in outstanding program fees. Our review determined …
A student enrolled in a college’s early childhood education program, but was unable to attend. She did inform the college, but because she missed the deadline to withdraw from the course.
/en/our-work/case-stories/zero-balance

Wires crossed

We received complaints from four residents in one building who each received catch-up bills from their municipal hydro company for $2,000-5,000. The company told us it had discovered a wiring error in the building that caused bills to go to the wrong units. A metering company had investigated, and …
We received complaints from four residents in one building who each received catch-up bills from their municipal hydro company for $2,000-5,000.
/en/our-work/case-stories/wires-crossed

To be fair

A student who had been expelled from university after an academic fraud inquiry complained to us that the university failed to respond to its own ombudsman’s report on his case, which raised concerns about the fairness of the inquiry and the sanctions it imposed. The university had changed its …
A student who had been expelled from university after an academic fraud inquiry complained to us that the university failed to respond to its own ombudsman’s report on his case, which raised concerns about the fairness of the inquiry and the sanctions it imposed.
/en/our-work/case-stories/be-fair