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2019 Annual Report
2019 was another exceptionally productive year at Ombudsman Toronto. Complaints to our office increased yet again. As the pages of this report show, the impact of our small team is deep, broad and significant. Council and the public get exceptional value from their investment in this office. Council’s vote for a modest increase in our staffing during its 2020 budget deliberations – the first increase in five years despite a steady rise in the number of complaints – was a vote of confidence in how this office makes the City better.
I am grateful to the members of the public who trusted us with their complaints in 2019. I also wish to thank the many City staff who worked respectfully and cooperatively with me and my team to resolve problems and improve how they serve people. I feel especially lucky to have as colleagues the members of the amazing Ombudsman Toronto team, who inspire me with their dedication to fairness in public service and hard work every single day.
2019 by the Numbers:
- Staff: Ombudsman + 11
- Cases handled: 2,319 (9.1% increase from 2018)
- Public reports: 4
- Cases closed within 30 days: 74.8 %
- Consultations with City staff: 14
- Formal recommendations made: 29
- Formal recommendations followed-up on: 87
Source: Ombudsman Toronto
