APPENDIX 1
Complaint Statistics
CASES RECEIVED BY QUARTER 2008-2009 TO 2010-2011
CASES OUTSIDE THE OMBUDSMAN’S AUTHORITY RECEIVED 2010-2011 TOTAL: 5,766
Outside Ontario 53 Provincial Outside Authority* 497 Federal 655 MUSH 1,963 Private 2,598 * For example cases received about Courts, Stewardship Ontario and Tarion.
REGIONAL DISTRIBUTION OF COMPLAINANTS* 2010-2011
Greater Toronto Area 19.64% City of Toronto 20.01% Northeast 6.62% Northwest 3.26% Southeast 20.25% Southwest 30.22% * Excluding inmates of correctional facilities
Greater Toronto Area: Bounded by Oakville, Lake Simcoe and Oshawa, but excluding the City of Toronto City of Toronto: Bounded by Etobicoke, Steeles Avenue and Scarborough Northeast: Bounded by Ottawa, Penetanguishene and Marathon north to Hudson’s Bay Northwest: West of the Marathon/Hudson’s Bay boundary Southeast: Bounded by the GTA, Penetanguishene and Ottawa Southwest: Bounded by the GTA, Barrie and Penetanguishene
HOW CASES WERE RECEIVED 2010-2011
Telephone, Answering Service, TTY 55% Internet, e-mail 32% In Person 1% Letter, Fax 12%
Top 15 General Provincial Government Organizations and Programs Complained About in 2010-2011 Number Percentage of All of Cases Cases Within Authority 1 FAMILY RESPONSIBILITY OFFICE 716 8.25% 2 ONTARIO DISABILITY SUPPORT PROGRAM 493 5.68% 3 WORKPLACE SAFETY AND INSURANCE BOARD 414 4.77% 4 HYDRO ONE 306 3.52% 5 DRIVER LICENSING 286 3.29% 6 LEGAL AID ONTARIO 125 1.44% 7 OFFICE OF THE PUBLIC GUARDIAN AND TRUSTEE 113 1.30% 8 REGISTRAR GENERAL 110 1.27% 9 ONTARIO PROVINCIAL POLICE 108 1.24% 10 ONTARIO HEALTH INSURANCE PLAN 102 1.17% 11 HUMAN RIGHTS TRIBUNAL OF ONTARIO 101 1.16% 12 MUNICIPAL PROPERTY ASSESSMENT CORPORATION 99 1.14% 13 LANDLORD AND TENANT BOARD 99 1.14% 14 ONTARIO STUDENT ASSISTANCE PROGRAM 99 1.14% 15 DRUG PROGRAMS BRANCH 94 1.08%
TOP 10 CORRECTIONAL FACILITIES COMPLAINED ABOUT IN 2010-21011 Number Percentage of All Cases of Cases Within Authority 1 CENTRAL NORTH CORRECTIONAL CENTRE 404 4.65% 2 CENTRAL EAST CORRECTIONAL CENTRE 386 4.45% 3 MAPLEHURST CORRECTIONAL COMPLEX 270 3.11% 4 OTTAWA-CARLETON DETENTION CENTRE 227 2.61% 5 NIAGARA DETENTION CENTRE 161 1.85% 6 TORONTO WEST DETENTION CENTRE 156 1.80% 7 HAMILTON-WENTWORTH DETENTION CENTRE 150 1.73% 8 VANIER CENTRE FOR WOMEN 145 1.67% 9 TORONTO JAIL 131 1.51% 10 ELGIN-MIDDLESEX DETENTION CENTRE 105 1.21%
MOST COMMON TYPES OF CASES RECEIVED DURING 2010-2011 1 Decision wrong, unreasonable or unfair 2 Access to, or denial of services; inadequate or poor service 3 Delay 4 Communication inadequate, improper or no communication 5 Wrong or unreasonable interpretation of criteria, standards, policy, procedures, guidelines, regulations, laws, information or evidence 6 Enforcement unfair or failure to enforce 7 Government policy and/or procedures 8 Broader public policy issue 9 Legislation and/or regulations 10 Failure to adhere to policies, procedures or guidelines or to apply them consistently; unfair policy/ procedure 11 Failure to provide sufficient or proper notice 12 Internal complaint process; lack of a process, unfair handling of complaint 13 Government funding issue 14 Insufficient reasons or no reasons provided for a decision 15 Improper use of discretion
CASES RECEIVED ABOUT CLOSED MUNICIPAL MEETINGS 2010-2011
Complaints Where Ombudsman is the Investigator 51 Complaints Where Another Investigator Has Been Appointed 33
CASES EXCLUDING CORRECTIONAL FACILITIES RECEIVED 2010-2011 BY PROVINCIAL RIDING* Ajax-Pickering 37 Niagara West-Glanbrook 33 Algoma-Manitoulin 96 Nickel Belt 43 Ancaster-Dundas-Flamborough-Westdale 56 Nipissing 76 Barrie 78 Northumberland-Quinte West 67 Beaches-East York 80 Oak Ridges-Markham 49 Bramalea-Gore-Malton 61 Oakville 66 Brampton-Springdale 35 Oshawa 96 Brampton West 75 Ottawa Centre 62 Brant 66 Ottawa-Orleans 37 Bruce-Grey-Owen Sound 78 Ottawa South 51 Burlington 67 Ottawa-Vanier 52 Cambridge 62 Ottawa West-Nepean 92 Carleton-Mississippi Mills 45 Oxford 31 Chatham-Kent-Essex 47 Parkdale-High Park 82 Davenport 69 Parry Sound-Muskoka 85 Don Valley East 61 Perth-Wellington 40 Don Valley West 44 Peterborough 47 Dufferin-Caledon 64 Pickering-Scarborough East 42 Durham 43 Prince Edward-Hastings 55 Eglinton-Lawrence 72 Renfrew-Nipissing-Pembroke 52 Elgin-Middlesex-London 48 Richmond Hill 36 Essex 55 Sarnia-Lambton 56 Etobicoke Centre 52 Sault Ste. Marie 61 Etobicoke-Lakeshore 79 Scarborough-Agincourt 46 Etobicoke North 52 Scarborough Centre 38 Glengarry-Prescott-Russell 58 Scarborough-Guildwood 79 Guelph 48 Scarborough-Rouge River 29 Haldimand-Norfolk 54 Scarborough Southwest 76 Haliburton-Kawartha Lakes-Brock 46 Simcoe-Grey 66 Halton 58 Simcoe North 85 Hamilton Centre 83 St. Catharines 58 Hamilton East-Stoney Creek 72 St. Paul's 108 Hamilton Mountain 55 Stormont-Dundas-South Glengarry 61 Huron-Bruce 32 Sudbury 77 Kenora-Rainy River 47 Thornhill 36 Kingston and the Islands 65 Thunder Bay-Atikokan 82 Kitchener Centre 53 Thunder Bay-Superior North 56 Kitchener-Conestoga 27 Timiskaming-Cochrane 64 Kitchener-Waterloo 54 Timmins-James Bay 53 Lambton-Kent-Middlesex 34 Toronto Centre 163 Lanark-Frontenac-Lennox and Addington 57 Toronto-Danforth 58 Leeds-Grenville 51 Trinity-Spadina 98 London-Fanshawe 65 Vaughan 35 London North Centre 102 Welland 43 London West 67 Wellington-Halton Hills 35 Markham-Unionville 20 Whitby-Oshawa 78 Mississauga-Brampton South 44 Willowdale 80 Mississauga East-Cooksville 47 Windsor-Tecumseh 78 Mississauga-Erindale 46 Windsor West 90 Mississauga South 64 York Centre 55 Mississauga-Streetsville 42 York-Simcoe 50 Nepean-Carleton 39 York South-Weston 49 Newmarket-Aurora 55 York West 32 Niagara Falls 103 * Where a valid postal code is available.
TOTAL CASES RECEIVED 2010-2011 FOR PROVINCIAL GOVERNMENT MINISTRIES AND SELECTED PROGRAMS* MINISTRY OF AGRICULTURE, FOOD AND RURAL AFFAIRS 24 MINISTRY OF THE ATTORNEY GENERAL 603 ALCOHOL AND GAMING COMMISSION OF ONTARIO 28 ASSESSMENT REVIEW BOARD 31 CHILDREN’S LAWYER 28 CRIMINAL INJURIES COMPENSATION BOARD 39 HUMAN RIGHTS LEGAL SUPPORT CENTRE 13 HUMAN RIGHTS TRIBUNAL OF ONTARIO 101 LEGAL AID ONTARIO 125 ONTARIO HUMAN RIGHTS COMMISSION 10 ONTARIO INDEPENDENT POLICE REVIEW DIRECTOR 15 PUBLIC GUARDIAN AND TRUSTEE 113 SPECIAL INVESTIGATIONS UNIT 12 MINISTRY OF CHILDREN AND YOUTH SERVICES 144 CHILDREN’S AID SOCIETY - HURON PERTH 33 CHILD AND FAMILY SERVICES REVIEW BOARD 14 SECURE CUSTODY FACILITIES FOR YOUTH 33 SPECIAL NEEDS PROGRAMS - CHILDREN 44 MINISTRY OF CITIZENSHIP AND IMMIGRATION 2 MINISTRY OF COMMUNITY AND SOCIAL SERVICES 1295 FAMILY RESPONSIBILITY OFFICE 716 ONTARIO DISABILITY SUPPORT PROGRAM 493 SOCIAL BENEFITS TRIBUNAL 3 38 SPECIAL NEEDS PROGRAMS - ADULT 21 MINISTRY OF COMMUNITY SAFETY AND CORRECTIONAL SERVICES 3355 CORRECTIONAL FACILITIES 3002 OFFICE OF THE CHIEF CORONER 14 ONTARIO CIVILIAN POLICE COMMISSION 13 ONTARIO PROVINCIAL POLICE 110 PROBATION AND PAROLE SERVICES 30 MINISTRY OF CONSUMER SERVICES 33 MINISTRY OF CULTURE 3 MINISTRY OF EDUCATION 27 MINISTRY OF ENERGY AND INFRASTRUCTURE 404 HYDRO ONE 306 ONTARIO ENERGY BOARD 22 MINISTRY OF THE ENVIRONMENT 81 MINISTRY OF FINANCE 271 FINANCIAL SERVICES COMMISSION 39 LIQUOR CONTROL BOARD OF ONTARIO 10 MUNICIPAL PROPERTY ASSESSMENT CORPORATION 99 ONTARIO LOTTERY AND GAMING CORPORATION 81 ONTARIO SECURITIES COMMISSION 19 MINISTER RESPONSIBLE FOR FRANCOPHONE AFFAIRS 1 MINISTRY OF GOVERNMENT SERVICES 216 LICENCE APPEAL TRIBUNAL 12 REGISTRAR GENERAL 110 SERVICEONTARIO 47 MINISTRY OF HEALTH AND LONG-TERM CARE 612 ASSISTIVE DEVICES / HOME OXYGEN PROGRAMS 13 COMMUNITY CARE ACCESS CENTRES 51 DRUG PROGRAMS BRANCH 94 HEALTH PROFESSIONS APPEAL AND REVIEW BOARD 22 HÔTEL-DIEU GRACE HOSPITAL 22 LOCAL HEALTH INTEGRATION NETWORKS 46 LONG-TERM CARE BRANCH 41 NORTHERN HEALTH TRAVEL GRANT 18 ONTARIO HEALTH INSURANCE PLAN 102 MINISTRY OF HEALTH PROMOTION 3 MINISTRY OF LABOUR 610 EMPLOYMENT PRACTICES BRANCH 47 ONTARIO LABOUR RELATIONS BOARD 29 WORKPLACE SAFETY AND INSURANCE APPEALS TRIBUNAL 79 WORKPLACE SAFETY AND INSURANCE BOARD 414 MINISTRY OF MUNICIPAL AFFAIRS AND HOUSING 135 LANDLORD AND TENANT BOARD 99 MINISTRY OF NATURAL RESOURCES 59 MINISTRY OF NORTHERN DEVELOPMENT, MINES AND FORESTRY 9 MINISTRY OF REVENUE 64 MINISTRY OF TOURISM 5 MINISTRY OF TRAINING, COLLEGES AND UNIVERSITIES 292 APPRENTICESHIPS / WORK TRAINING 68 COLLEGES OF APPLIED ARTS AND TECHNOLOGY 71 ONTARIO STUDENT ASSISTANCE PROGRAM 99 MINISTRY OF TRANSPORTATION 381 DRIVER LICENSING 286 VEHICLE LICENSING 34 * Total figures are reported for each provincial government ministry including all agencies and programs falling within its portfolio. Each government agency or program receiving 10 or more cases is also included.
DISPOSITION OF CASES 2010-2011
743 Cases Outstanding on April 1, 2010
14,531 Cases Received
15,274 Cases Handled 6,570 Cases Closed Outside Authority 7,724 Cases Closed Within Authority 3,029 – Inquiry Made/ Referral Given/ Resolution Facilitated 2,354 – Closed After Ombudsman’s Review 930 – Resolved With Ombudsman’s Intervention 843 – Discontinued by Complainant 568 – Resolved Without Ombudsman’s Intervention 980 Cases in Progress
DISPOSITION OF CASES ABOUT CLOSED MUNICIPAL MEETINGS
11 Cases Outstanding on April 1, 2010
84 Cases Received
95 Cases Handled 31 Referred to Municipally Appointed Investigator 51 Closed 5 – Inquiry Made/ Referral Given/Resolution Facilitated 16 – Closed After Ombudsman’s Review 20 – Resolved With Ombudsman’s Intervention 7 – Discontinued by Complainant 3 – Investigations 13 Cases in Progress