Today, Alberta Ombudsman Kevin Brezinski released the 2024-2025 Annual Report, which outlines the achievements of his office in investigating complaints of administrative unfairness in Alberta’s public agencies. Highlights of the report include a record number of written complaints received by the Ombudsman’s office and updates on notable public reports about programs that provide much-needed support to Albertans.
“I am particularly proud of our efforts to keep pace with a record number of complaints brought to our office this past year,” said the Ombudsman. “Our 2024−2025 Annual Report shows that impartial, independent investigations into administrative unfairness create positive outcomes for Albertans and public sector organizations alike.”
The Ombudsman received a total of 5,647 cases in 2024−2025, including 2,215 written complaints, up 26% over the previous year. Despite the influx of complaints and cases, the Ombudsman’s office also increased the number of resolved complaints by 26% and closed 94% of all complaints within three months.
The 2024−2025 Annual Report features updates to the previously published Ombudsman public reports, Denied by Design and Programs Adrift.
- Programs Adrift was an own motion investigation that exposed systemic flaws in the Alberta Adult Health Benefit and Alberta Child Health Benefit programs, now overseen by the Ministry of Assisted Living and Social Services and the Ministry of Primary and Preventative Health Services. These programs, which help cover health-related costs for low-income Albertans, saw meaningful improvements in the form of increased transparency and the enhancement of the application process.
- Denied by Design showed an over-reliance on IQ score alone as an eligibility criterion for the Persons with Developmental Disabilities program. As detailed in the annual report, the Ombudsman’s recommendations have not yet been implemented and, since the publication of the report, the office has received new complaints on behalf of applicants similarly denied benefits.
Positive outcomes for Albertans are recorded in case summaries in the annual report, including the following highlights:
- The Ministry of Children and Family Services amended their process for transferring files to other government assistance programs;
- The Ministry of Children and Family Services further amended their Complex Client Policy, one of many agencies that benefitted from the Ombudsman’s subject-matter expertise on the topic of handling complaints involving complex behaviours;
- The Custody Operations Branch of the Ministry of Public Safety and Emergency Services was praised for excellent administration, as evidenced by two cases involving process improvements at the Edmonton Remand Centre;
- The Public Service Commission accepted recommendations to improve their Respectful Workplace Policy; and
- The Alberta Gaming, Liquor and Cannabis Commission implemented internal policy changes at Play Alberta to clarify some gambling rules.
These case summaries and more illustrate the work to investigate complaints brought forward by Albertans about unfair treatment.
The rising number of cases received by the Ombudsman is explained in part by efforts to boost awareness of the office among Albertans, which in 2024−2025 resulted in a 39% increase in new-user traffic to the Ombudsman website. Visitors to the site now can take advantage of the newly launched Complaint Checker. Developed in 2024−2025, the resource brings our expansive referral service online and helps users determine if their complaint is about an organization we can investigate.
The 2024−2025 Annual Report arrives on the heels of a June meeting of the Canadian Council of Parliamentary Ombudsman, which saw the creation of a set of key principles to strengthen oversight and public trust in Ombudsman offices. The Alberta Ombudsman was a co-signatory of these principles, which underscore the need for accessible, impartial, and independent investigative bodies.
Download a copy of the full 2024−2025 Annual Report here.
The first parliamentary Ombudsman office in North America, the Alberta Ombudsman is the voice of fairness for Albertans, protecting the right to fair treatment in the provision of public services.
