Public complaint policy

The OHRC is committed to treating everyone involved in a complaint in a fair and respectful manner.

Use this document to make a complaint about our:

• quality of service,
• conduct of our staff or Commissioners
• operational policies and procedures, or the failure to apply them.

Things to think about before making a complaint

• Is the complaint about the OHRC’s quality of service, denial of service, or conduct of its staff or Commissioners?
• Is the complaint about the OHRC’s policies and procedures or the failure of the OHRC to apply its operational policies or procedures?
• Was the issue raised directly with the involved staff and/or staff’s manager?
• Did you try to resolve the matter informally with the staff or manager?
• Any information you give us will be kept confidential except where it involves interactions with the involved staff.
• This Policy does not stop you from raising any concerns with the Ombudsman of Ontario.

How to make a complaint

Complaints about OHRC Staff

1. Complaints about OHRC staff should be directly raised with the involved staff member. The involved staff member and if required, their manager, will make every attempt to resolve the issue informally.
2. If the complaint is not resolved you should:
   • Fill out a complaint form and send it to the Executive Director of the OHRC. Describe what happened, where and when it occurred and the names of any witnesses. Please suggest how you would like the complaint to be settled.
   • If you need help writing the complaint, call the Executive Director’s Office at 416-314-4562.
3. The Executive Director’s Office will send you an acknowledgement letter within 3 business days of receiving the complaint. The letter will acknowledge receipt of the complaint and may ask for more information.
4. The Executive Director or her representative will tell the involved staff person about the complaint and share all relevant documents, including the complaint, with the staff person.
5. The Executive Director or her representative will investigate the complaint and attempt to resolve it within 14 business days from the date of the acknowledgement letter.
6. The Executive Director or her representative may request the staff person or the manager to provide a written response to the complaint.
7. The Executive Director or her representative will send you a written decision, including the reasons, within 14 business days of the acknowledgement letter. If the complaint involves a staff member, a copy of the decision will be given to the staff member.

Complaints about an OHRC service, policy or operational procedure

1. If the complaint is about an OHRC service, operational policy or procedure or the failure to apply an operational policy or procedure you should:
   • Fill out a complaint form and send it to the Executive Director of the OHRC. Describe the issue. Please suggest how you would like the complaint to be settled.
   • If you need help writing the complaint, call the Executive Director’s Office at 416-314-4562.
2. The Executive Director’s Office will send you an acknowledgement letter within 3 business days of receiving the complaint. The letter may ask for more information.
3. The Executive Director or her representative will investigate the complaint and attempt to resolve it within 14 business days from the date of the acknowledgement letter.
4. The Executive Director or her representative will send you a written decision, including reasons within 14 business days from the date of the acknowledgement letter.
5. If you are satisfied with the Executive Director’s decision the complaint will be closed. If you are not satisfied with the decision, you can ask, in writing, that the Chief Commissioner review the decision.
6. The Chief Commissioner will review the matter. The Chief Commissioner may:
   • Discuss the complaint with the Executive Director or her representative and try to resolve the complaint;
   • Offer you an opportunity to provide more information or comments or take part in a conference call; and/or
   • Make a decision based upon the information received.
7. The Chief Commissioner will send you her written decision.

Complaints about Executive Director

Complaints about the Executive Director should be sent to the Deputy Attorney General, Ministry of the Attorney General.

Complaints about Ontario Human Rights Commissioners

Complaints about Commissioners should be sent to the Chief Commissioner.

Compaints about the Chief Commissioner

Complaints about the Chief Commissioner should be sent to the Ministry of the Attorney General.

Decision to not deal with a complaint

The Executive Director or Chief Commissioner will not deal with a complaint if:

• You do not identify yourself or give us your address and telephone number;
• You do not reply if we ask for more information; or
• The matter has already been raised and addressed by the OHRC.

Note: Complaints about Ontario Human Rights Code related discrimination by OHRC staff or Commissioners or its policies and procedures will be dealt with according to the OHRC’s Internal human rights policy. 

Alternative formats

This Policy is available in various accessible formats. Please contact the OHRC describing the format you need.

Ontario Human Rights Commission
Executive Director’s Office
180 Dundas Street West
8th Floor
Toronto, ON
M7A 2R9

Tel: 437 488-5278
Toll Free: 1-800-387-9080
TTY: 416-326-0603
TTY Toll Free: 1-800-308-5561
Email: info@ohrc.on.ca

Ontario Human Rights Commission
Office of the Chief Commissioner
180 Dundas Street West
8th Floor
Toronto, ON
M7A 2R9

Tel: 416 558-0748
Toll Free: 1-800-387-9080
TTY: 416-326-0603
TTY Toll Free: 1-800-308-5561
Email: info@ohrc.on.ca

Deputy Attorney General
Ministry of the Attorney General
McMurtry-Scott Building
720 Bay Street, 11th Floor
Toronto, Ontario
M5G 2K1

Tel: 416-326-6220
Toll Free: 1-800-518-7901
TTY: 416-326-4012
Fax: 416-326-4007
Website: www.attorneygeneral.jus.gov.on.ca

Office of the Ombudsman of Ontario
Bell Trinity Square
483 Bay Street, 10th Floor, South Tower
Toronto, ON
M5G 2C9

Tel: 1-800-263-1830
Fax: 416-586-3485
TTY: 1-866-411-4211
Email: info@ombudsman.on.ca