FAQ

The NCC Ombudsman serves as an independent and confidential resource for the public to resolve complaints involving the NCC, when all other redress avenues within the NCC have been exhausted.

The NCC Ombudsman gives members of the public a chance to be heard when they believe that they have not been treated properly by the NCC. The NCC Ombudsman ensures that complaints are listened to carefully, and are considered in a serious and neutral manner.

The NCC Ombudsman acts, when necessary, to ensure that the rights of citizens are respected and that each complaint is evaluated fairly and with respect.

As part of the dispute resolution process, the NCC Ombudsman can make non-legally binding recommendations, which are communicated to the parties involved, as well as the NCC Board of Directors.

The Making a Complaint section will help you get started.

Before the NCC Ombudsman can respond to your complaint, all redress avenues internal to the NCC must have been exhausted. In other words, you must first use the NCC internal complaint process and remain unsatisfied with the outcome, before the NCC Ombudsman can intervene or investigate.

The NCC Ombudsman responds to complaints about issues relating to a decision, a recommendation, an act or omission of the NCC.

Yes, the NCC Ombudsman does not intervene or investigate the following:

• Decisions, recommendations, acts or omissions of the NCC Board of Directors or elected officials.
• Disputes related to employment matters or labour relations within the NCC.
• Matters involving compliance with existing legislation such as the Charter of Rights and Freedoms and the Official Languages Act, etc.
• A private dispute before the Courts.
• A decision made by a tribunal or an organization carrying our judicial duties.

Initially, your complaint will be reviewed to determine whether or not it can be reviewed or investigated.

• If the complaint cannot be reviewed or investigated, you will be notified and provided with an explanation and, if applicable, referral information.
• If your complaint can be reviewed or investigated, you will be advised of the steps which the Ombudsman will be taking to further your complaint.
• Once the review or investigation has concluded, the Ombudsman's findings will be reported to you.

To begin looking at your case, we need the following information:

• Your name, address and telephone number;
• The names, titles and contact information of all NCC representatives you have dealt with (if you know them);
• The NCC department concerned (if you know it);
• Your NCC complaint file number, if you have;
• The names and telephones numbers of any other persons concerned (if you know them);
• The nature of the problem;
• Details of all the steps you have taken to try to resolve this problem;
• A copy of all the correspondence and documents related to your complaint;
• The outcome that you believe is fair.

A review of your complaint will not be initiated until all relevant information is provided to the NCC Ombudsman.

You have up to twelve (12) months after learning of the facts on which the complaint is based to submit your complaint, unless there are extenuating circumstances justifying a delay.

While the Ombudsman strives to respond to complaints in a timely manner, each case is unique; therefore, timelines will vary.

Yes. If the NCC Ombudsman needs to speak to that person, you will be asked to sign a form allowing discussion about confidential matters with anybody such as a friend or relative who you have asked to assist you.

That depends on several factors, such as the complexity of the file or the availability of all the documents and people the NCC Ombudsman needs to talk to.

The NCC Ombudsman is committed to keeping you informed throughout the process.

The NCC Ombudsman may:

• Interview parties involved, as may be required;
• Gather and analyze all relevant information;
• Conduct on-site visits depending upon the complexity of the complaint;
• Issue recommendations to the NCC, if applicable;
• Report findings to the parties; and,
• Mediate between parties to find mutually acceptable solutions, when possible.

The NCC Ombudsman's decision is final and if any recommendations are made, they are not legally binding on any of the parties. The complaint process is a voluntary one where none of the parties involved give up their legal rights.

There is no appeal process.

The NCC Ombudsman's services are free of charge to all complainants.

You must, however, apply the appropriate postage when mailing your complaint form and any supporting documentation to the office.

The NCC Ombudsman process is confidential, and we believe that confidentiality helps us build trust with both parties as we seek to find a fair outcome.

It is important to note however that in order to intervene or investigate your complaint, the NCC Ombudsman must communicate at least your name and the nature of your complaint to NCC representatives identified by the NCC Ombudsman as necessary to consult so as to proceed with your request.

While the NCC Ombudsman produces public reports to communicate with and inform people about the issues, these reports will never release or discuss specific cases in a way that would identify you.

We gather personal information about you only with your consent and use it only for the purpose intended.