Your Voice of Fairness.
A thorough explanation can go a long way to satisfying a complainant, even when the resolution may not fully correct the underlying problem. A homeowner had lived in his home for many years when he began to experiencing flooding. He suspected it was caused by infill redevelopment in his neighbourhood. When the homeowner first contacted…
Opting to apply our early resolution process is more than expedient. Quicker, less formal intervention may also help restore relationships. In the case of Children’s Services, there can be several stakeholders: children; parents; extended family; custodial parents; and Children’s Services itself. A grandmother termed the treatment she received from the local Children’s Services office “insulting…
In exceptional circumstances, Ombudsman intervention can result in an alternate solution when a complainant is denied a benefit. A woman needed nephrostomy bags following cancer surgery. The woman’s condition was considered unusual in that her need for the bags was likely to be permanent. She applied to Alberta Aids to Daily Living for assistance. Alberta…
A client of the Assured Income for the Severely Handicapped (AISH) program complained about an AISH Appeal Panel decision he believed created an apprehension of bias. This bias was found in the panel’s written decision. The most significant example of bias was a sentence claiming the client displayed “considerable hostility” toward the panel. In response…
Tania Baldwin is no quitter, but she was almost out of options. As a last resort, she picked up the phone and called the Alberta Ombudsman. She’s glad she did. In 2008, her daughter Emma, suffering from progressive hearing loss, had been turned down for a second cochlear implant by the former Calgary Health Region.…
An Albertan complained the Assured Income for the Severely Handicapped (AISH) program unfairly denied her funds to pay a portion of her telephone bill after she was victimized by an alleged telephone fraud. Certain personal benefit decisions can be appealed to the Citizens’ Appeal Panel, but there are certain personal benefit decisions where the minister has decision-making…
A patient wanted to lodge a complaint against a health professional. There was just one problem: the patient could not remember the person’s full name. While he could recall the professional’s first name, position and employer, that was not enough for the college to agree to hear the patient’s complaint of unprofessional conduct. When investigating…
Until 2003, the Farm Implement Act protected farmers who consigned equipment for sale. Changes to the Act removed the protection, but that was not understood by a Farm Implement Inspector who worked for the Farmers’ Advocate Office. Based on his previous experience and his understanding of the changes to the legislation, the inspector assumed consigned equipment was still…
An individual complained about the administration of the substantial equivalency process while seeking registration with a professional college. She also complained the college charged $1,000 in fees to review the registration process. The complainant told the Ombudsman she contacted the college to determine the correct type of courses to take. After she began her formal…
When the Ombudsman investigates a case, we are thorough in our process. When we find a detail or a seemingly small piece of evidence that shows administrative fairness may be questionable or lacking, we’ll do our best to work with a college to ensure the issue is recognized and addressed. In this case, a professional…