When the initial contact with a client is made, the OFOVC makes an assessment to determine whether it is an inquiry or a complaint. In response to inquiries, the OFOVC opens a file, provides the information requested and closes the file. For each complaint, a file is opened and a further assessment is made. If the assessment determines the complaint is outside the office’s mandate, a referral to the appropriate organization or mechanism is provided and the file is closed. If the complaint is within the office’s mandate, the case is reviewed and a solution recommended. If this leads to an early resolution, the file is then closed. If not, further recommendations are made and follow-up actions monitored until it is resolved, when the file is closed. If a victim’s concern falls outside the office’s mandate, a Complaint Review officer will refer them to the agency or organization best suited to assist them.
The OFOVC determined that the reasons for contacting the office were as follows: inquiry 294, equaling 54 per cent; complaint 197, equaling 36 per cent; inquiry and complaint 45, equaling 8 per cent; and those we were unable to determine 10, equaling 2 per cent.
The OFOVC identifies and quantifies its files by the category of the individual making the contact. Thus, in 2014-2015 the number of files opened by a direct victim was 251; by a family member of a victim was 100; by a family of the victim who was a child under 18 was 1; by an employer was 1; by a federal government department was 8; by a provincial/territorial government department was 10; by a municipal government Department was 2; by a non-governmental organization (NGO) was 20; by a police service was 3; by a friend 3; by a concerned citizen 14; and by other 133.*
*Note: The total number of files opened was 546. The category “Other” includes persons who did not identify themselves or who did not correspond with an established category
The OFOVC also tracks the locations where files originate. Thus, in 2014-2015 the number of files opened originating from Newfoundland and Labrador was 5; from Prince Edward Island, 1; from Nova Scotia, 13; from New Brunswick, 10; from Quebec, 68; from Ontario, 202; from Manitoba, 13; from Saskatchewan, 12; from Alberta, 76; from British Columbia, 72; from Yukon, 3; from Northwest Territories, 2; and from Nunavut, 1. Files also originated from outside Canada: United States of America, 5; international, 14. The origin of 50 files was unknown.
The OFOVC also monitors the top five topics of interest to our clientele. In 2014-2015 they were: issues related to other levels of government, 504; OFOVC’s role and mandate, 365; victim rights, 190; inquiry/complaint about a victim-serving program, 104; victim concerns, 70.
The total number of topics was 916.
*Note: A single file may have multiple associated issues, or topics
The OFOVC keeps track of expenditures by category. In 2014-2015 expenditures for salaries and wages were $835,580; for information/communications, $46,899; for training and professional dues, $11,915; for professional and special services, $121,183; for temporary help services, $38,895; for legal services $22,801; for translation Services $40,962; for other services $18,525; for rentals, $3,269; for repairs and maintenance, $400; for utilities, materials and supplies, $6,074; for acquisition of machinery and equipment, $4,990; for travel and relocation, $49,486; and for other, $369.
The total expended by Ombudsman’s office was $1,080,165. The total for corporate costs (controlled centrally) was $90,041.
Total expenditures were $1,170,206.
Public Works and Government Services Canada (PWGSC) contributed to the cost of occupying and maintaining OFOVC offices.