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
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.


From the Ombudsman
Thursday, November 12, 2015

Media Advisory

For Immediate Release

City of Toronto Ombudsman

Results of an Investigation

Toronto – November 12, 2015

The City of Toronto Ombudsman, Fiona Crean, will be releasing her latest investigative report tomorrow, November 13, 2015.

Copies of the report will be available at 9:00 a.m. on November 13, 2015 at the City Hall Press Gallery and on the web at ombudstoronto.ca.

For further information or to arrange interviews, contact: 

Lauren Hollywood
Office of the Ombudsman
City of Toronto
Office: 416-392-7065

From the Ombudsman
Friday, September 25, 2015

Winners of 2015 Ombudsman Public Service Awards

2015 Ombudsman Award Winners

Ombudsman Fiona Crean is presenting the 2015 Ombudsman Public Service Awards to three city staff today for their commitment to resolving residents’ complaints about city services.

The Ombudsman Awards are given annually to public servants who are exceptionally responsive in resolving residents' complaints made to the Ombudsman. They are also awarded to staff who advance good public administration by improving systems that result in better service and governance.

"These employees were tenacious and creative in solving the complaints they received. For them, public service is a calling, and not just a job," says Fiona Crean.

The winners of the City of Toronto 2015 Ombudsman's Award are: 

  • Dennis Brenyah, Counsellor, Shelter, Support and Housing Administration
  • Debbie Higgins, Deputy Fire Chief, Toronto Fire Services
  • Faye Jose, Director, Children's Services Division

The jury is made up of Sabina Ali, Thorncliffe Park Women’s Committee; Rahul Bhardwaj, Toronto Community Foundation; Angela Coke, Ministry of Government Services; Sheldon Levy, Ryerson University; Susan McIsaac, United Way Toronto.

The nomination criteria for The City of Toronto Ombudsman Public Service Awards is available at here (PDF).