Overview
The Ombudsman oversees all aspects of public education in Ontario, from daycare and early childhood education, through the primary and secondary school systems (including school boards and school authorities) to post-secondary education and training (including colleges and universities, and the Ontario Student Assistance Program - OSAP).
School boards account for the largest volume of complaints in this area, followed by universities and colleges. As with all complaints we receive, most are resolved informally – at the local or frontline level wherever possible. We also work with school boards, universities and other bodies to assist them in improving internal complaint processes and adopt best practices – including establishing their own ombudsman offices.
The most common topics of complaint at the school board level are special education, discipline and transportation. At the post-secondary level, the most common topics of complaint are academic decisions, fees and admissions.
See our full list of bodies we oversee.
See our list of Common Referrals.
About School Boards
For the Public
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If I have a complaint about a school or a school board, what should I do first?
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You should attempt to resolve your complaints directly with the school board first. You may wish to discuss your concerns with a teacher, vice-principal or principal. If that does not resolve the matter, you may wish to speak with a school board superintendent or other board official.
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If you are unable to resolve your concerns by taking these steps, you are welcome to contact our Office and we will determine if we can provide assistance or referrals.
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What should I do if I have a complaint about...
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busing or transportation?
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You should discuss your complaint direction with the bus driver or school staff first. If that does not resolve your concerns, you can check the school board's website to see if there is a complaint process for busing and transportation services. Some boards have superintendents who are responsible for transportation services, while others provide busing and transportation through a third-party consortium. If you are unsure about where to go with your complaint, or if you are unable to resolve your complaint directly with the school board and/or the transportation consortium, please call our Office to see if we can help.
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special education services?
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You should discuss your concerns with your child's teacher and principal. If that does not resolve your concerns, you may wish to elevate them to the superintendent responsible for your child's school or a superintendent responsible for special education at the school board.
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The Ministry of Education's website also contains This link opens in a new tabinformation about special education services.
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If you are not happy with the responses you receive from the school board and have exhausted all available appeal avenues, please contact our Office to see if we can help.
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student suspensions or expulsions?
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teachers?
For School Board Staff
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I work for a school board and have questions, not complaints. Whom do I contact?
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What happens if the school board I work for or represent is the subject of a complaint?
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An Ombudsman staff member may contact representatives of the school board and advise them of the substance of the complaint. The staff member may request information relevant to the complaint and attempt to resolve the issue. If a formal investigation is necessary, the school board will receive a written notice and an opportunity to respond. Representatives, officials and staff may also be interviewed and asked to provide documentation in response to the complaint. For the integrity of our process, the Ombudsman's Office determines which officials we need to contact and/or interview.
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What should I do if I am an employee of a school or school board and have a complaint?
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The Ombudsman does not replace the roles of public sector unions or grievance processes, or interfere in collective bargaining. Employment-related matters should be directed to the relevant union officials or managers first. If you have concerns about wrongdoing at a school or school board, please call our Office so we can see if we can help. Complaints are confidential - we do not identify complainants without their consent.
About Universities
For the Public
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If I have a complaint about a university, what should I do first?
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You may be able to resolve your complaint directly with the university. Many Ontario universities have their own ombudsman, or a similar office, that may be able to assist you - and/or processes for dealing with academic appeals or other complaints. You can consult the university's website for this information. If you are unsure about where to go with your complaint, you are welcome to contact our Office and we will try to point you in the right direction. Please have any relevant documentation available to assist us in directing your complaint.
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What should I do if I have a complaint about...
For University Staff
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I work for a university and have questions, not complaints. Whom do I contact?
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What happens if the university I work for or represent is the subject of a complaint?
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An Ombudsman staff member may contact a representative of the university and advise them of the substance of the complaint. The staff member may request information relevant to the complaint and attempt to resolve the issue. If a formal investigation is necessary, the university will receive a written notice and an opportunity to respond. Representatives, officials and staff may also be interviewed and asked to provide documentation in response to the complaint. For the integrity of our process, the Ombudsman's Office determines which officials we need to contact and/or interview.
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What should I do if I am an employee of a university and have a complaint?
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The Ombudsman does not replace the roles of public sector unions or grievance processes, or interfere in collective bargaining. Employment-related matters should be directed to the relevant union officials or managers first. If you have concerns about wrongdoing at a university, please call our Office so we can see if we can help. Complaints are confidential - we do not identify complainants without their consent.
Videos
Webinar: Complaints about School Boards
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Speech: Ontario Ombudsman Paul Dubé speaks to the Ontario Secondary School Teachers' Federation
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Speech: Ontario University Registrars' Association (February 15, 2018)
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