The Office of the Ombudsman is committed to being responsive and accountable to the people it serves.
Part of that commitment is making sure you know how we do our work by publishing our principles, standards and policies.
Our Principles
Independent
This means that the Ombudsman’s Office is independent from City Hall – both the elected representatives and the staff. Nothing can interfere with the Office’s ability to thoroughly investigate complaints.
Impartial
The Office investigates and resolves complaints in a fair and balanced way, providing equitable opportunities to Toronto residents and to staff. This Office is NOT an advocate for either the complainant or the government.
Credible
This is about how you perceive us. We are committed to demonstrating that we offer a sound, reasonable and transparent process in a consistent way. You will tell us if we are credible.
Accessible
We will ensure that you can access our services in ways that you find easy. This includes being flexible about meeting times, multiple access points, accommodation and language support.
Our Standards
There are many different types of standards – customer service standards, standards related to equitable service delivery, standards of timeliness, and standards that relate to administrative fairness. We are committed to making these standards public, as we develop them.
Customer Service Standards
- We answer our phones in three rings
- Voicemail and E-mail is available
- We update our voicemail routinely, so you will know our availability
- We return phone calls within 24 hours of receipt (48 hours if on the weekends)
- We acknowledge emails within 24 hours of receipt (48 hours if on the weekends)
- We acknowledge regular mail within 48 hours of receipt
Over the coming year we will establish standards for how long it takes on average to resolve different types of complaints.
We will also create standards for our public reports so that you will be able to learn from other complaints.
Equitable Service standards
- We are committed to giving residents equitable access to our services. Equitable access means that our services will take into account the needs, location and circumstance of each individual person who comes to the Office of the Ombudsman.
- We will be alert to systemic barriers which work against each person's situation being taken into account.
- Equitable service standards, do not mean equal or identical treatment, since working with diverse communities and individuals often means providing different treatment to get equal results.
- We will be sensitive to the possible implications of the complainant’s background and not stereotype or make assumptions.
Standards of Timeliness
- The Office of the Ombudsman intends to treat each individual case in a timely manner.
- While there are certain steps that need to be taken to ensure fairness for all concerns, and while there can be unavoidable delays, we will treat each case in an expeditious yet thorough manner.
- We will develop these standards over the coming year. We want to ensure that the turnaround time we commit to is realistic – both to ensure a thorough review and to meet appropriate expectations for results.
Standards for Decision-Making
- Anyone personally affected by a decision will have a chance to give information and evidence to support their position.
- Each complaint is considered on its own merits.
- You will be kept informed about what is happening and why it is happening.
- When a decision is made, you will be informed why the decision was made.
Our Policies
