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Unreasonable search

A group of Indigenous inmates complained to us that they were strip-searched before attending a smudging ceremony, leaving them feeling violated, discriminated against and targeted because of their Indigenous spirituality. Our review determined that the search was ordered as the result of a …
A group of Indigenous inmates complained to us that they were strip-searched before attending a smudging ceremony, leaving them feeling violated, discriminated against and targeted because of their Indigenous spirituality.
/en/our-work/case-stories/unreasonable-search

Needed support

An inmate who uses a customized wheelchair to support his spine sought our help because he was being repeatedly transferred to a second institution without his chair. The chair provided at the second institution was not appropriate for his condition and he could not safely shower with it. After we …
An inmate who uses a customized wheelchair to support his spine sought our help because he was being repeatedly transferred to a second institution without his chair.
/en/our-work/case-stories/needed-support

Misconduct-ed

An inmate complained to us after a sergeant at his facility penalized him by taking away 30 days of earned remission (time off his sentence) for refusing a transfer to another facility. He said he was denied a fair hearing, because the same sergeant was involved in investigating the incident and …
An inmate complained to us after a sergeant at his facility penalized him by taking away 30 days of earned remission (time off his sentence) for refusing a transfer to another facility.
/en/our-work/case-stories/misconduct-ed

Right to safety

Issues: Group home; Rights (Safety) An 11-year-old told us she felt unsafe in her group home after another resident threatened her with a knife. The Ombudsman’s Children and Youth Unit informed her of her right to have her placement reviewed by the Residential Placement Advisory Committee, and …
An 11-year-old told us she felt unsafe in her group home after another resident threatened her with a knife.
/en/our-work/case-stories/right-safety

Not as planned

Issues: Children’s aid society; Rights (Good care) A young person who was serving a youth sentence at an adult correctional facility complained to us that he was not being provided CAS access to services required by his court-ordered plan. He was under an Intensive Rehabilitation Custody and …
A young person who was serving a youth sentence at an adult correctional facility complained to us that he was not being provided CAS access to services required by his court-ordered plan.
/en/our-work/case-stories/not-planned

Our opinion matters

An education worker complained to our French Language Services Unit about a unilingual English survey about technology that was being conducted on behalf of the Ministry of Education. Because it was in English only, she said the survey - done by a third party - excluded the views of Francophone …
An education worker complained to our French Language Services Unit about a unilingual English survey about technology that was being conducted on behalf of the Ministry of Education.
/en/our-work/case-stories/our-opinion-matters

Extended parking

A woman sought our help after she was provided with a temporary accessible parking permit with a duration of only six months, when she had previously had one that lasted five years. We confirmed with ServiceOntario that in fact, the woman’s doctor had provided new information indicating that she …
A woman sought our help after she was provided with a temporary accessible parking permit with a duration of only six months, when she had previously had one that lasted five years.
/en/our-work/case-stories/extended-parking

Broken telephone

Our staff helped a woman who was having trouble reaching a manager at the Family Responsibility Office (FRO), due to recent changes to its phone system. We spoke with FRO officials and they committed to getting in touch with her, but there was a substantial delay before the woman was able to …
Our staff helped a woman who was having trouble reaching a manager at the Family Responsibility Office (FRO), due to recent changes to its phone system.
/en/our-work/case-stories/broken-telephone

Proof of identity

A man complained to us after he wore a non-medical mask to prevent coronavirus spread inside his local Liquor Board of Ontario (LBCO) outlet, and staff there asked him to remove it so they could verify his identity. He told us he was concerned that this could put his health at risk. We made …
A man complained to us after he wore a non-medical mask to prevent coronavirus spread inside his local Liquor Board of Ontario (LBCO) outlet, and staff there asked him to remove it so they could verify his identity.
/en/our-work/case-stories/proof-identity

Parked at home

A man complained to us about his municipality issuing parking tickets during the COVID-19 state of emergency. He said he and his wife had both received tickets while working from home. Our staff made inquiries with city officials, who told us certain elements of the parking by-law had been …
A man complained to us about his municipality issuing parking tickets during the COVID-19 state of emergency.
/en/our-work/case-stories/parked-home

Paid upfront

A cancer patient who is an Ontario Disability Support Program recipient told us she was about to have surgery and urgently needed funds to pay for transportation, but could not reach her caseworker. We spoke with ODSP officials, who explained that caseworkers are rotating in and out of the office …
A cancer patient who is an Ontario Disability Support Program recipient told us she was about to have surgery and urgently needed funds to pay for transportation, but could not reach her caseworker.
/en/our-work/case-stories/paid-upfront

Essential licence

A woman whose job was deemed an essential service during the COVID-19 pandemic sought our help when her driver’s licence was suspended due to a medical matter and she was temporarily unable to get to work. Our staff were able to facilitate the reinstatement of her licence within a few days. … …
A woman whose job was deemed an essential service during the COVID-19 pandemic sought our help when her driver’s licence was suspended due to a medical matter and she was temporarily unable to get to work.
/en/our-work/case-stories/essential-licence

A cut above

Issues: Group home; Black youth; Rights (Identity) A Black youth living in a rural group home with little access to public transit complained to us that staff would not drive him to get a haircut. Our staff suggested that he speak to his caseworker about the matter, and we followed up with the …
A Black youth living in a rural group home with little access to public transit complained to us that staff would not drive him to get a haircut.
/en/our-work/case-stories/cut-above

Failing the test

A man visited a London DriveTest centre with his son, who wanted to take the theory component of the road test, and requested services in French. He told us the person at the counter was unable to provide services in French and did not try to find a French-speaking colleague to help. Our staff …
A man visited a London DriveTest centre with his son, who wanted to take the theory component of the road test, and requested services in French.
/en/our-work/case-stories/failing-test

Left out in the cold

Issues: Group home; Police involvement; Disability The mother of a teenager with developmental disability complained to us about an incident involving her daughter at a group home, after the daughter left the home at midnight and was outside in the cold for more than 30 minutes before she was found …
The mother of a teenager with developmental disability complained to us about an incident involving her daughter at a group home.
/en/our-work/case-stories/left-out-cold

Hold, s’il vous plaît

A francophone man complained to our French Language Services Unit that he waited an hour on the phone for service in French when he called the disability eligibility decision unit of the Ministry of Children, Community and Social Services. He finally hung up in frustration, called back and chose …
A francophone man complained to our French Language Services Unit that he waited an hour on the phone for service in French when he called the disability eligibility decision unit of the Ministry of Children, Community and Social Services.
/en/our-work/case-stories/hold-sil-vous-plait

The right process

Issue: Children’s aid society A mother called our Children and Youth Unit after her local children’s aid society told her it would not review her complaint due to a lack of information. The agency had a policy that stated a complaint must first be filed with a caseworker, then a supervisor, before …
A mother called our Children and Youth Unit after her local children’s aid society told her it would not review her complaint due to a lack of information.
/en/our-work/case-stories/right-process

Au revoir, not goodbye

A woman complained to our French Language Services Unit that the Superior Court in Toronto could not serve her in person in French, resulting in a wasted trip and frustration. Our staff contacted the administrative services of the Superior Court to assess the lack of services in French and to …
A woman complained to our French Language Services Unit that the Superior Court in Toronto could not serve her in person in French, resulting in a wasted trip and frustration.
/en/our-work/case-stories/au-revoir-not-goodbye

On her own

Issues: Children’s aid society; Voluntary Youth Services Agreement (VYSA); Rights (Good care); Rights (Get help) A 16-year-old youth in care of a children’s aid society felt that her needs were not being met since she had a change in caseworkers.  She told our Children and Youth staff she recently …
A 16-year-old youth in care of a children’s aid society felt that her needs were not being met since she had a change in caseworkers.
/en/our-work/case-stories/her-own

Website faux pas

A French-speaking woman sought our help after she encountered difficulties with the website of the Psychiatric Patient Advocate Office. Not only was the French version of the site not equivalent to the English version, it also had sections in English. We contacted the manager of the organization, …
A French-speaking woman sought our help after she encountered difficulties with the website of the Psychiatric Patient Advocate Office.
/en/our-work/case-stories/website-faux-pas