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
Monday, March 2, 2015

Job Opportunity - Ombudsman Investigator

For more information please access the job posting (PDF).

From the Ombudsman
Monday, September 29, 2014

Winners of the 2014 Ombudsman Awards

For full details access the press release (PDF).

From the Ombudsman
Thursday, June 26, 2014

2014 Ombudsman Award Nominees

Nine City of Toronto staff have been nominated for the third Ombudsman's Award, which recognizes an individual or group who provided outstanding public service in proactively resolving complaints made to the Ombudsman.

The criteria include:

  • Demonstrating leadership in problem solving and good customer service
  • Showing innovative approaches to dispute resolution
  • Applying system-wide solutions
  • Being exceptionally responsive and co-operative in a complaint inquiry or investigation

On June 23, 2014 we honoured the nominees who met one or more of the above criteria:

  • Roger Caramanico, Customer Service Representative, TTC
  • Teresa Clarke, Director, Employment Services, Human Resources Department, TTC
  • Antoanela Culcearu, Operating Unit Manager, TCHC
  • Ryan Lanyon, Program Officer, Transportation Services
  • Joe Magalhaes, District Manager, Investigation Services, Municipal, Licensing & Standards
  • Barry Randell, Director, Court Services
  • Pamela Spencer, General Counsel & Corporate Secretary, TCHC
  • Lynda Taschereau, Executive Director, Strategic & Corporate Policy, City Manager's Office
  • Wendy Walberg, Practice Lead, Legal Services

An external panel will evaluate the nominations. The jury is made up of: Sabina Ali, Project Coordinator, Thorncliffe Park Women's Committee; Rahul Bhardwaj, President & CEO, Toronto Community Foundation; Angela Coke, Associate Deputy Minister, Shared Services, Government of Ontario; Sheldon Levy, President & Vice Chancellor, Ryerson University; Susan McIsaac, President & CEO, United Way Toronto; Carol Wilding, President & CEO, Toronto Board of Trade.

The winner(s) will be honoured at a ceremony on September 30, 2014.

The Ombudsman, Fiona Crean, noted that these nominees have each made the extra, sometimes difficult, effort of championing the Ombudsman’s role and in so doing they have made an important contribution to better governance.