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Ombudsman Ontarioombudsman ONTARIO CHIEN DE GARDE DE L’ONTARIO RAPPORT ANNUEL 2019-2020 Bureau de l’Ombudsman de l’Ontario 483, rue Bay 10e étage, Tour Sud Toronto (Ontario) M5G 2C9 Téléphone : 416-586-3300 Ligne des plaintes : 1-800-263-1830 Télécopieur : 416-586-3485 ATS : 1-866-411-4211 Site Web : www.ombudsman.on.ca @Ont_OmbudsmanFR Ontario Ombudsman OntarioOmbudsman OntOmbuds ISSN 1708-0851 ONTARIO CHIEN DE GARDE DE L’ONTARIO Juin 2020 À l’honorable Ted Arnott, Président Assemblée législative Province de l’Ontario Queen’s Park Monsieur le Président, J’ai le plaisir de vous présenter mon Rapport annuel pour la période du 1er avril 2019 au 31 mars 2020, conformément à l’article 11 de la Loi sur l’ombudsman, afin que vous puissiez le déposer à l’Assemblée législative. Je vous prie d’agréer, Monsieur le Président, mes sincères salutations. Paul Dubé Ombudsman Bureau de l’Ombudsman de l’Ontario 483, rue Bay 10e étage, Tour Sud Toronto (Ontario) M5G 2C9 Téléphone : 416-583-3300 Ligne des plaintes : 1-800-263-1830 Site Web : www.ombudsman.on.ca Bureau de l’Ombudsman de l’Ontario • Rapport annuel 2019-2020 1 2 Bureau de l’Ombudsman de l’Ontario • Rapport annuel 2019-2020 BILAN DE L’ANNÉE • TEXT TABLE DES MATIÈRES MESSAGE DE L’OMBUDSMAN ....................................................................................................5 COUP D’ŒIL SUR 2019-2020 .......................................................................................................8 À PROPOS DE NOTRE BUREAU ................................................................................................10 NOTRE PROCESSUS DE TRAVAIL ..............................................................................................................................................12 QUI NOUS SOMMES ..................................................................................................................................................................14 À PROPOS DE CE RAPPORT ......................................................................................................15 FAITS SAILLANTS 2019-2020 .....................................................................................................16 BILAN DE L’ANNÉE – CAS PAR SUJET .......................................................................................18 NOUVEAU SECTEUR : ENFANTS ET JEUNES ...........................................................................................................................18 NOUVEAU SECTEUR : SERVICES EN FRANÇAIS ......................................................................................................................24 LOI ET SÉCURITÉ ........................................................................................................................................................................30 MUNICIPALITÉS ...........................................................................................................................................................................39 SERVICES SOCIAUX ....................................................................................................................................................................48 FONDS ET BIENS ........................................................................................................................................................................53 ÉDUCATION ................................................................................................................................................................................56 SANTÉ .........................................................................................................................................................................................63 TRANSPORTS ..............................................................................................................................................................................66 EMPLOI .......................................................................................................................................................................................69 CERTIFICATS ET PERMIS ............................................................................................................................................................71 ÉNERGIE ET ENVIRONNEMENT ................................................................................................................................................73 ANNEXE – STATISTIQUES DE CAS .............................................................................................76 TOTAL DES CAS REÇUS, EXERCICES FINANCIERS DE 2015-2016 À 2019-2020 ...................................................................76 MODE DE RÉCEPTION DES CAS EN 2019-2020 ......................................................................................................................76 DISPOSITION DES CAS, 2019-2020 ...........................................................................................................................................77 CAS REÇUS PAR CIRCONSCRIPTION PROVINCIALE, EN 2019-2020 ......................................................................................78 LES 10 PRINCIPAUX ORGANISMES ET PROGRAMMES DU GOUVERNEMENT PROVINCIAL, PAR NOMBRE DE CAS, 2019-2020 ............................................................................................................................................79 LES 10 PRINCIPAUX ÉTABLISSEMENTS CORRECTIONNELS, PAR NOMBRE DE CAS, 2019-2020 ........................................79 TOTAL DES CAS REÇUS RELATIVEMENT AUX MINISTÈRES PROVINCIAUX ET À CERTAINS PROGRAMMES, 2019-2020 .....80 CAS REÇUS À PROPOS DES MUNICIPALITÉS, 2019-2020 .......................................................................................................82 CAS REÇUS À PROPOS DES RÉUNIONS MUNICIPALES À HUIS CLOS, 2019-2020 ................................................................85 CAS REÇUS À PROPOS DES CONSEILS SCOLAIRES, 2019-2020 ............................................................................................86 CAS REÇUS À PROPOS DES COLLÈGES D’ARTS APPLIQUÉS ET DE TECHNOLOGIE, 2019-2020 .......................................87 CAS REÇUS À PROPOS DES UNIVERSITÉS, 2019-2020 ............................................................................................................87 CAS REÇUS À PROPOS DES SOCIÉTÉS D’AIDE À L’ENFANCE, 1ER MAI 2019 - 31 MARS 2020 ............................................88 SOMMAIRE FINANCIER, 2019-2020 ..........................................................................................................................................88 Bureau de l’Ombudsman de l’Ontario • Rapport annuel 2019-2020 3 4 Bureau de l’Ombudsman de l’Ontario • Rapport annuel 2019-2020 MESSAGE DE L’OMBUDSMAN MESSAGE DE L’OMBUDSMAN Une année sans pareille Conformément à la Loi sur l’ombudsman, ce rapport examine les principales tendances et les faits saillants des 26 423 cas que mon Bureau a traités du 1er avril 2019 au 31 mars 2020. En d’autres termes, la plupart des résolutions et des enquêtes décrites ici précèdent de loin les premiers cas confirmés du nouveau coronavirus en Ontario. Durant les deux dernières semaines de la période couverte par ce rapport, tout a changé. Le gouvernement de l’Ontario, comme ceux du Canada et du monde entier, a déclaré l’état d’urgence. À compter du 16 mars 2020, tous les fonctionnaires non essentiels ont dû travailler à domicile, toutes les entreprises non essentielles ont été fermées et les responsables de la santé publique ont demandé à toute la population de rester à domicile, pour minimiser la propagation de la COVID-19. Conformément aux directives des autorités de santé publique et 13 janvier 2020 : L’Ombudsman de l’Ontario, Paul Dubé. du gouvernement provincial, les bureaux d’Ombudsman Ontario ont fermé à cette date. Au 31 mars 2020, tout en travaillant à domicile, notre personnel avait Les ombudsmen sont des solutionneurs de problèmes de traité près de 800 nouvelles plaintes, dont près de 300 avaient trait à première ligne. Dès que l’état d’urgence a été déclaré, mon la COVID-19. Beaucoup d’entre elles provenaient de personnes qui équipe et moi avons compris que les services que nous fournissons s’inquiétaient des effets de l’état d’urgence sur les services publics, ou à la province seraient plus nécessaires que jamais. Aussitôt, nous qui ne parvenaient pas à joindre des responsables gouvernementaux. avons commencé à travailler à domicile et nous avons instauré Grâce à notre longue expérience de collaboration et de proactivité des procédures pour continuer à répondre au plus grand nombre avec les organismes du secteur public, notre personnel était bien possible de plaintes et de demandes de renseignements. placé pour fournir des renseignements utiles, ou pour mettre les gens en contact avec les fonctionnaires concernés. Comme toujours, notre engagement vise à aider les Ontariennes et les Ontariens en intervenant auprès de leurs fournisseurs Notre préoccupation était de veiller à ce que les citoyennes et les de services publics. Ce rapport illustre les nombreuses façons citoyens les plus vulnérables puissent continuer de communiquer dont nous avons honoré cet engagement, avant et pendant avec nous, par exemple les jeunes et les enfants pris en charge la pandémie. Il montre comment nous pouvons contribuer à ou placés sous garde – et les personnes détenues dans les améliorer les services publics – pour qu’ils soient fiables, dans les établissements
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