Public Complaints Policy and Process

Introduction

The Office of the Information and Privacy Commissioner of Ontario (IPC) provides oversight of Ontario’s access and privacy laws. The Commissioner is an independent and impartial officer of the Ontario Legislature.

The IPC is committed to providing high-quality service to the public in keeping with its core values of respect, integrity, fairness, collaboration, and excellence.

If you have a concern about IPC services, you can submit a complaint to our office. However, it’s important to note that we do not review decisions made by Tribunal decision-makers through this complaint process. If you feel a decision in your case is wrong and should be changed, please see the IPC’s Codes of Procedure (Code of Procedure under Ontario’s health privacy law or Code of Procedure under Ontario’s municipal and provincial access and privacy laws) or seek legal advice.

The IPC is committed to treating everyone involved in the complaint process fairly and respectfully.

Complaint Process

If your complaint is about a specific IPC staff member, we recommend that you first raise your concerns directly with that person. Together, you may be able to resolve the problem without the need for a formal complaint.

If you do not wish to speak with the staff person, or if you are not satisfied with that person’s response, you may send a written complaint in accordance with this policy.

Written complaints should be sent to the attention of the IPC Complaints Co-ordinator by :

1. Mail:
   IPC Complaints Co-ordinator
   Information and Privacy Commissioner of Ontario
   2 Bloor Street East, Suite 1400
   Toronto, ON M4W 1A8
2. Email: [email protected]
3. TTY: 416-325-7539

Your letter or email should clearly explain:

• the reasons for your complaint (who, what, when, where)
• the steps you think should be taken to resolve your complaint
• the outcome you are seeking
• if your complaint is about a particular file, the file number

If you require accommodation to file your complaint, contact the Complaints Co-ordinator.

We will acknowledge your complaint within 10 business days of its receipt.

Once the IPC receives the complaint, we will determine whether we can review it under this process. We may decide not to consider a complaint if it concerns a decision made by a Tribunal decision-maker, if significant time has passed since the subject of the complaint, or if you have already made a similar complaint. If we decide not to consider the complaint, we will advise you in writing.

To resolve the complaint, we may need to discuss the details with you, the IPC staff member, the staff member’s manager or any other individuals with relevant information. We will provide a written response to you when the review is completed. We strive to resolve complaints as quickly as possible, but certain factors may delay our final response, for example, if the complaint is complex. Our response is  a complete and final resolution to your complaint.

Important information:

1. We do not accept anonymous complaints. You must provide your name and some contact information for us to follow up on your complaint.
2. We may ask you to provide your postal address, telephone number, or email.
3. If we cannot contact you or you fail to respond to our requests for additional information, we may close your complaint.
4. By submitting a complaint, you agree that the person who is the subject of the complaint may be informed of your concerns.
5. We will not tolerate communications that are abusive, discriminatory, or threatening in nature.
6. The Complaints Co-ordinator will provide general information to the IPC’s Senior Management about the complaints received through this process.

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