Making a Written Complaint

Your complaint must be in writing. You may complete our Online Complaint Form, mail us a letter or send us a fax. Due to confidentiality requirements, we cannot accept complaints via email.

Your complaint should include:

• Your name, address and phone number.
• The name of the department, authority or professional organization you are complaining about.
• Details about your complaint.
• An explanation of what you have done to resolve the problem, including results of any reviews and appeals.
• Information about why you feel you were treated unfairly.
• Copies of any relevant documents such as review or appeal decisions.

How a Complaint is Handled

Your written complaint will be reviewed by a complaints analyst. The Ombudsman will then determine whether we have jurisdiction to investigate the matter, and if we do, decide whether the matter should be assigned for Alternative Complaint Resolution or formal investigation. If the Ombudsman cannot investigate your complaint, you will be sent a letter providing an explanation and you may be provided with referral information.

What to Expect

If an investigation is launched or Alternative Complaint Resolution is pursued, you will be contacted by an investigator throughout the process. You will be given an opportunity to explain why you feel you have been treated unfairly and the department or professional organization will also be given an opportunity to respond to the issue(s) you have raised. You will receive a letter outlining the Ombudsman’s conclusions.

Your letter of complaint is shared with the department or professional organization so officials can respond to your complaint. The letter of complaint is provided on the condition that the department or professional organization does not use it in any way that would detrimentally affect you. Ombudsman investigations are done in private and the investigation report is not disclosed. The results of the investigation are shared by letter to the complainant and the department or professional organization. Information relating to investigations contained in Ombudsman records and results of our investigations cannot be used in any other proceedings, including before a board or a court. Ombudsman records cannot be disclosed under the Freedom of Information and Protection of Privacy process.

Safeguarding Your Privacy

Your letter of complaint is shared with the department or professional organization so officials can respond to your complaint. The letter of complaint is provided on the condition that the department or professional organization does not use it in any way that would detrimentally affect you. Ombudsman investigations are done in private and the investigation report is not disclosed. The results of the investigation are shared by letter to the complainant and the department or professional organization. Information relating to investigations contained in Ombudsman records and results of our investigations cannot be used in any other proceedings, including before a board or a court. Ombudsman records cannot be disclosed under the Freedom of Information and Protection of Privacy process.