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ONTA RIO ONTARIO’S WATCHDOG ANNUAL REPORT 2020/2021 Office of the Ombudsman of Ontario 483 Bay Street 10th Floor, South Tower Toronto, Ontario ONTA M5GRIO 2C9 TELEPHONE: 416-586-3300 COMPLAINTS LINE: 1-800-263-1830 ONTARIO’S WATFAX: 416-586-3485CHDOG TTY: 1-866-411-4211 WEBSITE: www.ombudsman.on.ca ISSN 1708-0851 ONTA RIO ONTARIO’S WATCHDOG June 2021 Hon. Ted Arnott, Speaker Legislative Assembly Province of Ontario Queen’s Park Dear Mr. Speaker, I am pleased to submit my Annual Report for the period of April 1, 2020 to March 31, 2021, pursuant to section 11 of the Ombudsman Act, so that you may table it before the Legislative Assembly. Sincerely, Paul Dubé Ombudsman Office of the Ombudsman of Ontario 483 Bay Street 10th Floor, South Tower Toronto, Ontario M5G 2C9 Telephone: 416-586-3300 Complaints line: 1-800-263-1830 Website: www.ombudsman.on.ca ANNUAL REPORT 2020/2021 1 e strive to be an Wagent of positive change by enhancing fairness, accountability and transparency in the public sector, and promoting respect for French language service rights as well as the rights of children and youth. ONT2 AOFFICE OF THE OMBUDSMAN OF ONTARIORIO ONTARIO’S WATCHDOG Table of Contents OMBUDSMAN’S MESSAGE ..................................................................... 4 ABOUT OUR OFFICE .............................................................................. 8 HOW WE WORK ..................................................................................... 10 WE CAN .................................................................................................................................................................................................................11 WE CANNOT ........................................................................................................................................................................................................11 VALUES, MISSION AND VISION ......................................................................................................................................................................11 WHO WE ARE .....................................................................................................................................................................................................12 ABOUT THIS REPORT ........................................................................... 13 2020-2021 HIGHLIGHTS ......................................................................14 YEAR IN REVIEW – CASES BY TOPIC ................................................... 16 LAW & ORDER ....................................................................................................................................................................................................16 MUNICIPALITIES ...............................................................................................................................................................................................24 EDUCATION .......................................................................................................................................................................................................34 CHILDREN & YOUTH ...................................................................................................................................................................................... 40 SOCIAL SERVICES .......................................................................................................................................................................................... 48 TRANSPORTATION ..........................................................................................................................................................................................53 HEALTH .............................................................................................................................................................................................................. 56 CERTIFICATES & PERMITS ........................................................................................................................................................................... 60 MONEY & PROPERTY .....................................................................................................................................................................................62 EMPLOYMENT .................................................................................................................................................................................................. 65 FRENCH LANGUAGE SERVICES ...................................................................................................................................................................67 ENERGY & ENVIRONMENT .............................................................................................................................................................................71 APPENDIX – CASE STATISTICS ........................................................... 74 TOTAL CASES RECEIVED, FISCAL YEARS 2016-2017 – 2020-2021 .................................................................................................... 74 HOW CASES WERE RECEIVED, 2020-2021................................................................................................................................................ 74 DISPOSITION OF CASES, 2020-2021...........................................................................................................................................................75 CASES BY PROVINCIAL RIDING, 2020-2021 .............................................................................................................................................76 TOP 10 PROVINCIAL GOVERNMENT ORGANIZATIONS AND PROGRAMS BY CASE VOLUME, 2020-2021 .............................77 TOP 10 CORRECTIONAL FACILITIES BY CASE VOLUME, 2020-2021 .................................................................................................77 TOTAL CASES RECEIVED ABOUT PROVINCIAL GOVERNMENT MINISTRIES AND SELECTED PROGRAMS, 2020-2021 .........78 CASES RECEIVED ABOUT MUNICIPALITIES, 2020-2021 ......................................................................................................................80 CASES RECEIVED ABOUT SCHOOL BOARDS, 2020-2021 ................................................................................................................... 85 CASES RECEIVED ABOUT UNIVERSITIES AND COLLEGES OF APPLIED ARTS AND TECHNOLOGY, 2020-2021................. 86 CASES RECEIVED ABOUT CHILDREN & YOUTH, 2020-2021 ...............................................................................................................87 FINANCIAL SUMMARY, 2020-2021 ............................................................................................................................................................. 88 OFFICE OF THE OMBUDSMAN OF ONTARIO ANNUAL REPORT 2020/2021 3 OMBUDSMAN’S MESSAGE Ombudsman’s Message Essential Lessons from a Pandemic Year At this time last year, reporting on the impact of the first few months of the COVID-19 pandemic on Ontario public services, I observed that in mid-March 2020, “everything changed.” In fiscal 2020-2021, as the province and the world struggled with the pandemic’s first, second and third waves, much of what had been unprecedented became entrenched: Public servants (including our entire Office) working from home; masking and social distancing; virtual meetings, hearings and classes; and varying degrees of lockdowns. It is precisely in circumstances such as a global pandemic that citizens need and rely upon their were grappling with matters well beyond those of public governments and public services more than ever. administration. Our move to working remotely also Our role in overseeing Ontario’s public sector has temporarily affected our ability to receive complaints by proven vital: As experts in navigating the complexities mail and through our central phone intake line – although of government, we helped thousands of people get we quickly established new lines to ensure vulnerable answers and connect with the right officials. As populations could reach us, and always remained administrative problem solvers, we provided guidance accessible online. to government and flagged urgent issues, particularly Through it all, our staff demonstrated that independent those involving vulnerable people. As experienced oversight of public services is essential, particularly in investigators, we probed complex and systemic issues times of crisis. They ensured transparency, accountability, and, when appropriate, made recommendations for fairness and respect for people’s rights. They ensured corrective change. Ontarians’ complaints were heard and addressed, and We received 20,015 cases between April 1, 2020 and that investigative action was taken when necessary. March 31, 2021. That number is lower than in recent Examples of the results they achieved can be found years, and understandably so, given that many Ontarians throughout this report. 4 OFFICE OF THE OMBUDSMAN OF ONTARIO OMBUDSMAN’S MESSAGE Opportunities from crisis report, Oversight 911, agreeing to bolster oversight of its ambulance services – even as the Ministry and Those achievements, of course, would not have been ambulance services themselves faced the extreme possible without the co-operation and tremendous efforts pressures of the pandemic.
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