Principles, Standards & Policies

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 our ability to thoroughly investigate complaints.

Impartial

We investigate and resolve complaints in a fair and balanced way, providing equitable opportunities to Toronto residents and to staff. We are not an advocate for either the complainant or the government. We advocate for administrative fairness.

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. Read about our Accessibility Plan.

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.

Customer Service Standards

If we cannot answer your call, our voicemail will pick up (you are not placed in a waiting sequence)
We return phone calls within 24 hours of receipt (48 hours if on the weekends)
We update our voicemail routinely, so you will know our availability
We acknowledge e-mails within 48 hours of receipt
We acknowledge regular mail within 72 hours of receipt

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 us.
We will be alert and take into account systemic barriers which can work against each person's situation.
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 thoroughly.

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.

Toronto Ombudsman