Publications & Resources

Office of the Ombudsman Annual Report 2012/13

Posted: March 19, 2014

The Office of the Ombudsman investigates complaints about services provided by the Government of Ontario and its organizations. In addition to complaint resolution, the Complaints department acts as the liaison between Legal Aid Ontario and the Office of the Ombudsman.

In an effort to educate the Office of the Ombudsman regarding the processes used by Legal Aid Ontario, the Complaints Department facilitated a meeting with front line Ombudsman staff with a topic of the Client Service Centre intake process. We are planning to hold these seminars annually on a variety of topics.

While we consider inquiries from the Office of the Ombudsman to have implied consent, in order to protect the privacy of our clients and to ensure consistency regarding the release of information, the Disclosure Policy for Ombudsman requests was created and approved.

The Complaints Department sees inquires from the Office of the Ombudsman as an opportunity to detect gaps in our processes. As a result of inquiries received in 2012-13, the Complaints department initiated amendments to two items:

  1. a Notice of Refusal for further authorizations is now being routinely sent to both the client and to the solicitor.

  2. further clarification was added to the Notice of Refusal to assist the client in the event that they required further details. A paragraph was added to all Notice of Refusal documents to assist clients in the event that they require additional details of the refusal.

Of the 107 inquiries received from the Office of the Ombudsman, five (4.7%) were determined to be substantiated. During 2012-13, LAO was not the focus of any case studies or special reports.

The subject of the inquiries received breaks down as follows:

52% District office/call centre, 24% appeals, 12% departments, 6% general inquiry, 6% policy

Many of the inquiries received by the Ombudsman are questions that can be answered by the Ombudsmanís Office and do not require any assistance from LAO.


Number of inquiries to LAO from Ombudsman

Number of inquiries about LAO received by Ombudsman

Total Number of Inquiries/complaints received by Ombudsman in 2012-13





(Source: 2012-13 Office of the Ontario Ombudsman Annual Report)

Top 10 General Provincial Government Organizations and Programs Complained About in 2012-13


Number of cases

Percentage of all cases within authority

Family Responsibility Office 794 6.72%
Developmental Services Program 631 5.34%
Workplace Safety and Insurance Board 609 5.15%
Ontario Disability Support Program 565 4.78%
Ontario Lottery and Gaming Corporation 441 3.73%
Driver Licensing 380 3.22%
Hydro One 328 2.78%
Legal Aid Ontario 201 1.70%
Ontario Student Assistance Program 166 1.40%
Office of the Public Guardian and Trustee 162 1.37%

(Source: 2012-13 Office of the Ontario Ombudsman Annual Report)