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Open and shut case

A woman who was waiting for the Fair Practices Commissioner (FPC – the WSIB’s internal ombudsman) to assist her with a loss-of-earnings assessment and prescription cost refund sought our help early in the pandemic. The FPC’s office was shut down and she was unable to reach them. We contacted staff …
A woman who was waiting for the Fair Practices Commissioner (FPC – the WSIB’s internal ombudsman) to assist her with a loss-of-earnings assessment and prescription cost refund sought our help early in the pandemic.
/en/our-work/case-stories/open-and-shut-case

Family connection

A woman contacted us in frustration over delays and a lack of communication from the Office of the Public Guardian and Trustee (OPGT) regarding her brother, who was an OPGT client. Her application to assume guardianship and control of her brother’s finances from the OPGT was taking too long, and …
A woman contacted us in frustration over delays and a lack of communication from the Office of the Public Guardian and Trustee (OPGT) regarding her brother, who was an OPGT client.
/en/our-work/case-stories/family-connection

Find us online

Several people who work as title searchers complained to us about the province’s decision to end in-person services at all 54 of its Land Registry Offices in October 2020. Our staff made inquiries with senior officials at the Ministry of Government and Consumer Services to learn more about the …
Several people who work as title searchers complained to us about the province’s decision to end in-person services at all 54 of its Land Registry Offices in October 2020.
/en/our-work/case-stories/find-us-online

Bad form

A father whose child was born through a surrogate mother complained to us after the Registrar General asked him to resubmit the paperwork for registering the birth, and include an additional form swearing that his statements were true. He complained that this additional requirement was …
A father whose child was born through a surrogate mother complained to us after the Registrar General asked him to resubmit the paperwork for registering the birth, and include an additional form swearing that his statements were true.
/en/our-work/case-stories/bad-form

Double time

A man complained to us about long delays in getting ServiceOntario and the Registrar General to correct a name error on his mother’s death certificate. Our inquiries revealed that the Registrar General routinely processed a person’s Statement of Death form separately from their Medical Certificate …
A man complained to us about long delays in getting ServiceOntario and the Registrar General to correct a name error on his mother’s death certificate.
/en/our-work/case-stories/double-time

Checked and re-chequed

A woman contacted us after she missed several cheques from the province’s Assistive Devices Program (ADP), which she required to cover the cost of ostomy supplies. She explained that she had changed addresses several times. Our staff contacted ADP officials, who determined that two of the woman’s …
A woman contacted us after she missed several cheques from the province’s Assistive Devices Program (ADP), which she required to cover the cost of ostomy supplies.
/en/our-work/case-stories/checked-and-re-chequed

Information, please

A woman who has several health issues and relies on Ontario Disability Support Program benefits complained to us that her request for coverage of her medications had been denied by the Ontario Drug Benefit program. She relied on food banks to eat so that she could purchase her medications as …
A woman who has several health issues and relies on Ontario Disability Support Program benefits complained to us that her request for coverage of her medications had been denied by the Ontario Drug Benefit program.
/en/our-work/case-stories/information-please

Healthy extension

A woman who had lived in Canada for 76 years sought our help when she attempted to renew her health card and discovered she did not have Canadian citizenship. She feared this would affect her health coverage, as she was told she would have to apply for a passport in her birth country and then apply …
A woman who had lived in Canada for 76 years sought our help when she attempted to renew her health card and discovered she did not have Canadian citizenship.
/en/our-work/case-stories/healthy-extension

No surrender

A driver complained to us after he was told the Ministry had no record of the licence he had surrendered to them 30 days earlier. Drivers whose licences are suspended because of demerit points are required to surrender them in person at ServiceOntario centres or mail them to the Ministry. However, …
A driver complained to us after he was told the Ministry had no record of the licence he had surrendered to them 30 days earlier.
/en/our-work/case-stories/no-surrender

Experience counts

A man who had driving experience in India and in British Columbia sought our help after he tried to obtain an equivalent Ontario driver’s licence. His experience should have qualified him immediately for a G2 licence (the second of three steps in Ontario’s graduated licence program) and allowed him …
A man who had driving experience in India and in British Columbia sought our help after he tried to obtain an equivalent Ontario driver’s licence.
/en/our-work/case-stories/experience-counts

Kept in suspense

A driver whose licence was suspended as a result of a criminal charge successfully appealed the charge and had it removed from his record. He was told by ServiceOntario staff that the licence would be reinstated within 2-3 days. He complained to us when, several weeks later, he was charged with …
A driver whose licence was suspended as a result of a criminal charge successfully appealed the charge and had it removed from his record.
/en/our-work/case-stories/kept-suspense

Letter imperfect

The mother of a 21-year-old woman with developmental disabilities complained to us that she had not been reimbursed by the province’s Passport program for support services that she purchased for her daughter. She was told that she had run out of funding, even though she thought she still had money …
The mother of a 21-year-old woman with developmental disabilities complained to us that she had not been reimbursed by the province’s Passport program for support services that she purchased for her daughter.
/en/our-work/case-stories/letter-imperfect

Failed to send

An Ontario Disability Support Program (ODSP) recipient complained to us that her benefits had been cut off twice without warning. We made inquiries with ODSP officials, who determined that the woman should have received written notice that they were withholding benefits because they needed …
An Ontario Disability Support Program (ODSP) recipient complained to us that her benefits had been cut off twice without warning.
/en/our-work/case-stories/failed-send

After-life support

An unemployed woman who had been paying child support to her children’s father complained to us that the Family Responsibility Office was still intercepting 50% of her unemployment benefits, even though the man had died and the children were now in her care. Our staff flagged the case as urgent to …
An unemployed woman who had been paying child support to her children’s father complained to us that the Family Responsibility Office was still intercepting 50% of her unemployment benefits, even though the man had died and the children were now in her care.
/en/our-work/case-stories/after-life-support

Dogged determination

Issues: Disability; Rights (Identity) After a youth living in a treatment home complained that his request for a service dog was refused,* we followed up with his CAS worker. She raised the issue with the home, which agreed to develop a new policy regarding service dogs, which they provided to us. …
After a youth living in a treatment home complained that his request for a service dog was refused, we followed up with his CAS worker.
/en/our-work/case-stories/dogged-determination

Talk or else

Issues: Group home; Rights (Good care); Rights (Safety) A 13-year-old in a group home complained that staff were forcing him to talk to them and share his feelings, rather than respecting his privacy. He said they threatened to remove privileges, like making calls to his parents or using an iPad, …
A 13-year-old in a group home complained that staff were forcing him to talk to them and share his feelings, rather than respecting his privacy.
/en/our-work/case-stories/talk-or-else

Culture change

Issues: Children’s aid society; Black youth; Rights (Identity); Rights (Get help); Rights (Fairness)  Black 16-year-old complained that her CAS worker was dismissive of her requests for hair and skin products that met her cultural needs, making her feel like she was being treated differently …
A Black 16-year-old complained that her CAS worker was dismissive of her requests for hair and skin products that met her cultural needs, making her feel like she was being treated differently because of her race.
/en/our-work/case-stories/culture-change

Trucker stop

A would-be commercial truck driver complained to us after the private career college where he took his Mandatory Entry Level Training course was suspended by the Ministry of Colleges and Universities. He had passed the training and road test, but was told he was no longer eligible to receive his …
A would-be commercial truck driver complained to us after the private career college where he took his Mandatory Entry Level Training course was suspended by the Ministry of Colleges and Universities.
/en/our-work/case-stories/trucker-stop

Slow off the marks

A college graduate seeking to pursue studies at a university sought our help when he was unable to provide official transcripts from the college, whose offices were closed in spring 2020 due to COVID-19. He complained that the college did not respond to his inquiries until June, and did not provide …
A college graduate seeking to pursue studies at a university sought our help when he was unable to provide official transcripts from the college, whose offices were closed in spring 2020 due to COVID-19.
/en/our-work/case-stories/slow-marks

Process upgrade

A university student who had completed two years of courses applied for late withdrawal because of a previously undiagnosed mental illness. She sought our help after the university’s academic appeals committee denied her request and she was given a failing grade. Our review of the committee’s …
A university student who had completed two years of courses applied for late withdrawal because of a previously undiagnosed mental illness.
/en/our-work/case-stories/process-upgrade