The Ombudsman of Montréal (OdM), Johanne Savard, filed the 15th Annual Report (2018) of their institution. This report includes statistical and general information on the activities of the Ombudsman, examples of files that were handled as well as information on the role and mandate of the office of the Ombudsman. Part 4 of the report is particularly interesting: it provides an overview of all the 2018 OdM interventions for each entity over which the Ombudsman has jurisdiction.
In 2018, the office of the OdM celebrated its 15th anniversary. To mark the event, they drafted a Guide pratique sur l’équité décisionnelle which was distributed to the Directors of all Boroughs and Central Departments. The Ombudsman hopes that this guide will be used to improve the municipal decision-making processes which are likely to have an impact on one or more Montrealers. The guide is also available on the Ombudsman´s website.
The OdM’s primary mandate is to process the complaints of dissatisfied citizens and to launch inquiries with a view to improve the quality of municipal services and ensure the fairness of Ville de Montréal’s actions and decisions. The OdM team acts with goodwill and transparency; the interventions are conducted with rigor and empathy.
Since its inception in 2003, OdM has processed more than 21,000 complaints and conducted more than 3,000 inquiries. When an inquiry confirms a problem, it is discussed with the relevant director: in more than 95% of cases, a mutual agreement on a satisfactory solution or remedy is reached.
In 2018 alone, 1,890 files were processed: this number includes 1,702 new complaints, 101 requests for information and 2 notices of concern. The Ombudsman conducted 260 inquiries (85 already underway plus 175 new inquiries launched in 2018). 67 new inquiries challenged an undertaking included in the Montréal Charter of Rights and Responsibilities and 14 were to ensure the implementation of previous undertakings made by a Borough or a Department.
5 inquiries led to the issuance of 12 formal recommendations: 7 were accepted and 2 were denied. At the end of 2018, the office of the Ombudsman was still awaiting a reply to 3 of their recommendations.
You can find the full report in English and French Annex.
Source: The Office of the Ombudsman of the City of Montréal