IPC Service Charter

The Office of the Information and Privacy Commissioner of Ontario (IPC) provides oversight of Ontario’s access and privacy laws. The IPC is an independent and impartial officer of the Ontario Legislature who, among other roles, makes decisions as a tribunal or regulator.  The IPC resolves appeals of decisions made by institutions under access and privacy laws.  The IPC also investigates complaints and privacy breaches involving institutions, health information custodians and service providers.

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.

This Service Charter reflects our values and expectations when working with all parties, including complainants, appellants, institutions, and other respondents, to address access and privacy issues in Ontario.

 

To the individuals who come to us with appeals or complaints:

We will: We expect you will:
  • Treat you with dignity and respect
  • Make sure that our service is easy to access
  • Listen to you
  • Explain what we can do to address your appeal or complaint
  • Try to direct you to the right place if we can’t help
  • Address your appeal or complaint in a fair, impartial, and timely manner
  • Be transparent about the progress of your file and communicate our decisions clearly
  • Follow the IPC’s rules and procedures for resolving appeals and complaints
  • Welcome your feedback on our process so we can improve

 
  • Treat our staff and other parties with dignity and respect
  • First try to resolve your concern or complaint with the institution, health information custodian, or service provider
  • Provide all important facts and information about your appeal or complaint
  • Be open, honest, and forthcoming with us when discussing your appeal or complaint, and when submitting representations
  • Respond to our correspondence and questions within the time periods and page limits set out by us
  • Comply with the IPC’s rules and procedures for resolving appeals and complaints
  • Recognize we are impartial and are looking for fairness from all sides
  • Contact us with any questions or concerns you may have

To the institutions, health information custodians, and service providers we receive complaints or appeals about:

We will: We expect you will:
  • Clearly explain our role, process and expectations
  • Ensure you have a meaningful opportunity to resolve the complaint or appeal
  • Establish firm, but reasonable timelines for you to address and respond to our correspondence and questions
  • Be thorough and fair in our determinations
  • Ask for specific information (records, policies, evidence, and documentation)
  • Be transparent about the progress of your file and communicate our decisions clearly
  • Follow the IPC’s rules and procedures for resolving appeals and complaints
  • Be open to innovative and creative solutions within the limits of our legislated jurisdiction

 

 
  • Respect our staff
  • Be open, honest, and forthcoming with us, especially when explaining your process and decisions, and when submitting your representations
  • Be open to resolving complaints or appeals through your active participation in early resolution and mediation
  • Provide the information, documentation, and records we ask for, in the format and by the deadlines requested
  • Respond in a timely manner to communications from the IPC
  • Comply with the IPC’s rules and procedures for resolving appeals and complaints
  • Contact us with any questions or concerns
  • Comply with our orders and respond to our recommendations in a timely manner

 

This post is also available in: French