Local government has a responsibility to provide services that are fair and equitable to all of Toronto’s residents. Unfortunately, this does not always happen. Despite the excellent work of many public servants, too many residents find that they have not been treated as they deserve.

Created under the City of Toronto Act, the Ombudsman is an officer of Toronto City Council. I am an impartial investigator of residents' complaints about the administration of city government. The Office is a place of last resort, our services are free, confidential and we are located off the premises of City Hall.

We have received hundreds of individual complaints, which we resolve whenever we can through direct interventions and conflict mediation. We also see trends and patterns in the complaints that lead to "big-picture" or systemic investigations. These help the City to solve problems that occur over and over again, leading to better service for everyone. It will also save the City money in the long run as processes run more smoothly, efficiently and quickly.

Our commitment to you is to be fair, impartial, transparent, tenacious and thorough in our fact-finding, decision-making and recommendations. Our goal, in the end, is to improve the quality of public service for everyone in our great city.


Welcome to the Toronto Ombudsman

Welcome to the Toronto Ombudsman

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From the Ombudsman
Wednesday, September 28, 2016

2016 Toronto Ombudsman Awards

The Toronto Ombudsman Awards are given annually to public servants who are exceptionally responsive when resolving complaints made to the Ombudsman. They are also awarded for initiatives that improve systems and result in better service and governance.

Toronto Ombudsman, Susan Opler, announced the winners of the 2016 Toronto Ombudsman Award.

Winners of the 2016 Ombudsman Public Service Awards

From the Ombudsman
Wednesday, July 20, 2016

Susan E. Opler appointed Ombudsman for City of Toronto

City of Toronto Media Relations has issued the following:

News Release

July 15, 2016

Susan E. Opler appointed Ombudsman for City of Toronto

At its July meeting, City Council unanimously appointed Susan E. Opler as Toronto's Ombudsman, effective September 12. The Ombudsman works to ensure that the City treats the public fairly, and services are provided in a fair and equitable manner for all.  The Ombudsman addresses concerns about City services and investigates complaints about administrative unfairness related to City divisions as well as most City agencies and corporations.

CORRECTION: Ms. Opler's first day as Ombudsman is September 19, 2016.

From the Ombudsman
Tuesday, May 24, 2016

2016 Toronto Ombudsman Award Nominees

Toronto Interim Ombudsman, Kwame Addo, announced the nominees of the 2016 Toronto Ombudsman Award.

2016 Toronto Ombudsman Awards Nominees

From the Ombudsman
Thursday, March 24, 2016

2015 Annual Report

2015 Annual Report


Annual Report (PDF) News Release (URL)


From the Ombudsman
Wednesday, March 23, 2016

Media Advisory

For Immediate Release

City of Toronto Ombudsman

2015 Annual Report

Toronto – March 23, 2016

The City of Toronto Interim Ombudsman, Kwame Addo, will hold a news conference on Thursday following the release of his 2015 annual report.

The news conference will take place Thursday, March 24 at 10:00 AM in Committee Room 1 at City Hall, 100 Queen Street West.

Copies of the Ombudsman’s 2015 Annual Report will be available at 9:00 AM, Thursday morning at the City Hall Press Gallery and on the web at www.ombudstoronto.ca

From the Ombudsman
Monday, March 21, 2016

Bill 8 – A Win for the Toronto Ombudsman

Bill 8 is the Public Sector and MPP Accountability and Transparency Act, 2014 – a law passed by the Province of Ontario on December 11, 2014.

It allows the provincial Ombudsman to review complaints about school boards, universities and municipalities in Ontario – except for complaints about Toronto government services.

The Toronto Ombudsman has the sole authority to investigate complaints about the administration of the city. Complaints about the City of Toronto that are in the Toronto Ombudsman's jurisdiction stay in the Toronto Ombudsman's jurisdiction.

Bill 8 says so.

Frequently Asked Questions about Bill 8.