The Toronto Ombudsman is here to help people who have had problems with the delivery of city services. Our services are free.

The Office of the Ombudsman was created by the City of Toronto Act to impartially and confidentially investigate complaints from residents about the services provided by the city’s government, when all other efforts to resolve the issue have failed.

We receive an average of about 1650 complaints every year.

In order to resolve problems, we deal directly with city staff and people who bring complaints to us, often using conflict mediation. We also conduct systemic investigations, if we see trends and patterns in the complaints or if we otherwise identify an issue requiring this. These larger scale investigations often improve service for large numbers of residents by solving problems which occur over and over again.

Ombudsman investigations also save money by ensuring that services run more smoothly, efficiently and quickly.

The commitment we make to you is to listen, and to be fair, impartial, transparent and thorough in our inquiries, investigations and recommendations. Our goal is to improve the quality of public service for everyone in our great city.

Welcome to the Toronto Ombudsman

Welcome to the Toronto Ombudsman

RSS News Feed News

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