Toronto has a new ombudsman. Kwame Addo, who officially took over the city’s public complaints office in late August following the early departure of his predecessor Susan Opler, came in with a bang. He announced an investigation into the city’s contentious (some would say shameful) handling of the clearing of park encampments shortly after he took over the reins.
But there was some blowback that the probe won’t include the widely-vilified (and violent) actions of Toronto police. Both the city and Toronto police are being sued over the clearing of a park encampment at Lamport Stadium.
In the past, the ombudsman’s office has taken on some big issues, including the TTC’s anti-racism strategy following a violent confrontation between TTC fare inspectors and special constables with and a member of the public on a Queen streetcar in 2020. The office has also tackled the quality of care (or lack thereof) at respite centres run by the city for people experiencing homelessness. In July, the office found that city bylaw staff enforcing pandemic restrictions in Toronto parks racially-profiled Black people.
Addo, who has been introducing himself to the public in a series of interviews with Toronto media, comes to the job with a background in equity and human rights issues. He says in a wide-ranging interview with NOW Magazine earlier this week that improving communication with the public will be a priority.
“Year after year it’s an issue that’s identified” when it comes to public complaints, he says. “Whether it’s a delay in communication or whether the communication is unclear or there has been a misunderstanding. That has always been very high on the list [of concerns].”
Here are other highlights from our interview.
On how the job “can be kind of lonely.”
All the accountability offices (auditor-general, office of the integrity commissioner, office of the lobbyist registrar and ombudsman), work together. We have regular meetings and a memorandum of understanding which allows us to discuss confidential or case-related material. So it’s nice to be able to talk about particular issues and bounce ideas off of each other.
On why the office has a lower profile than other accountability offices with the city.
Some of the feedback the office has received is ‘Why can’t you be more like the auditor-general?’ We are more public-facing than the auditor-general’s office. The other thing is that when the ombudsman makes recommendations sometimes it’s going to cost the city some money.
Where the office can make the biggest difference.
We’re a relatively small office. We have less than 20 staff so we need to be able to use our resources judiciously. We can get a bigger bang for the buck by focusing our work on issues that make systemic change.
On the decision to launch an investigation into the city’s handling of park encampments.
Even before I became ombudsman I had been monitoring the situation. One of the first things I did when I became ombudsman was to be briefed by staff as to what we were doing. And we made the call to launch an investigation.
There were three aspects that were relevant for us to look at. One was how the city planned the encampment clearings. Two other was how they engaged with the encampment residents, members of the public and advocates and the communication that was associated with that. And finally, the policies and procedures that guided the city’s actions.
On why police actions are not part of the review.
Those were the issues that we could deal with under our current mandate. By looking at those issues we could make a contribution to this issue.
On the politics historically surrounding the work of the ombudsman’s office.
Part of what you’re describing was really growing pains. We were the last accountability office to open in 2009.
On coming to the job “sort of by happenstance” after his predecessor Susan Opler left the post two years early.
That [Opler’s departure] didn’t really factor into my decision. People come to us from all over the world to get advice on how to conduct investigations. It may not have been my plan to have my adult career focus on ombudsman work but the thing that attracts me to this work is the impact an office can have on people. This is something that is infused in my blood now.
On looking at complaints “in a positive light.“
From an ombudsman’s perspective, it’s not just about the number of complaints a city division may receive. It’s really how the city responds. In a lot of cases, complaints are the impetus for positive change. If the city took that view of complaints our standing and how we are viewed by the public, might rise as well.
On being a lifelong Toronto Maple Leafs fan.
I don’t have a tattoo. That’s something I may consider in the future. But after last year’s debacle, I’ve become more of a casual fan. I’m not getting invested so emotionally in wins and losses.
On which Leaf would best exemplify his approach to his job.
Mats Sundin – quiet but with steely determination inside and not shy about sharing the glory.
This interview has been edited for length and clarity.
