Your
rights
Everyone has the right to apply for Ontario Works to have their eligibility assessed. While applying for or receiving Ontario Works benefits, you have the right to:
- Bring someone with you any time that you meet with your caseworker. This person can be anyone you would like to have there.
- Be notified in writing about any eligibility or financial decisions.
- Request a review if you disagree with a decision that is made.
Confidentiality
Employment and Social Services protects the privacy of individuals under:
Employment and Social Services staff will not share your information unless the staff member is discussing relevant information with an approved person, according to specific legislation. If a member of the public requests information about your case, they must provide Employment and Social Services with signed permission from you.
Examples of information that Employment and Social Services can share include:
| Information about Employment and Social Services |
If you are looking for general information about Employment and Social Services apart from what you see posted on this website, you can access the following:
- Administration details
- Budget/financial information
- Program delivery facts such as:
- Monthly/annual service activity
- Contracted service providers
- Caseload demographics
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| Your own file information |
If you receive benefits from Employment and Social Services, you or your legal representative can access copies of the following documents from your case file by contacting your caseworker:
- Application for Assistance
- Appointment Request Form
- Consent to Disclose and Verify Information
- Direct Bank Deposit Authorization
- Identification
- Participation Agreement
- Resume and covering letter
- Rights and Responsibilities Form
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If you would like access to information that is not shown here, a formal request to access information must be made to the Corporate Access and Privacy Office.
For further details contact your caseworker or the Client Services and Information Unit.
Service standards
Toronto Employment and Social Services is dedicated to delivering high-quality service. You can expect:
- to be treated with dignity and respect
- professional, prompt and polite service
- to be provided with up-to-date information in a timely manner
- that staff will respect your privacy and confidentiality
- staff to work with you to develop a plan based on your needs
You can also expect the following service standards:
- you will be seen or acknowledged within 15 minutes of your scheduled appointment time
- when you come into our offices without an appointment and wish to speak to your caseworker, your request will be acknowledged by staff within 15 minutes of registering at reception
- when you have a complaint about the service you have received or disagree with an Employment and Social Services decision, you can speak with a member of our management team:
- If you are in the office you can expect to speak to a management person within 30 minutes.
- If you leave a voice message the call will be returned within one business day.
- If you send a letter you can expect to receive a response within five business days following receipt of your letter.
- eligibility decisions for financial assistance will be made within five business days after completion of the application and receipt of all required information
- you will be able to appeal eligibility decisions, either verbally or in writing, within 10 business days of receiving the decision notice
Providing excellent service is important to us. If you would like to speak to someone about the service you are receiving, please ask to speak to a supervisor or office manager. You may also call our Client Services and Information Unit at 416-392-2956.
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