1.1 Government of Ontario

Individuals have a number of options in contacting the Government of Ontario for information:

1. by telephone,
2. in person, or
3. online.

By Telephone

The Ontario government provides a telephone Information and Referral service to provincial government programs and services through the INFOline, the Citizens’ Inquiry Bureau and Access Ontario, the sister office servicing Eastern Ontario (for callers in the 613 area code).

INFOline

INFOline provides information and referral services on the programs, services and activities of the ministries of Health and Long-Term Care, Community and Social Services, Children and Youth Services and the Ontario Seniors' Secretariat by responding to telephone and in person inquiries. A TTY number is available for the hearing/speech impaired. Multilingual staff are capable of handling inquiries in as many as 20 languages. You can request publications from these ministries by calling the INFOline or by visiting or writing the Client Services Unit:

INFOline
Toll-free: 1-888-910-1999
Phone: 416-314-7511
TTY Toll-free: 1-800-387-5559
Fax: 416-325-7136

Client Services Unit
900 Bay St.
M1-57, Macdonald Block
Toronto ON M7A 1N3

Citizens’ Inquiry Bureau
Citizens' Inquiry Bureau provides a bilingual information and referral service. It provides an access point to information on government programs and services, locations and staff. Services are provided by telephone.
Toll-free:1-800-267-8097
Phone: 416-326-1234
TTY Toll-free: 1-800-268-7095
TTY: 416-325-3408
Open: Monday to Friday
8:30 a.m. – 5 p.m.

Access Ontario

Access Ontario provides a bilingual information and referral service for telephone and in person inquiries. It provides an access point to information on government programs and services, locations and staff for people in the 613 area code. Two Ontario Business Connects terminals are available for business registrations. Access Ontario offers a range of free and priced publications, and sells hunting and fishing licences.

Ottawa Courthouse Building
2nd Floor, 161 Elgin St.
Ottawa ON K2P 2K1
Toll Free in the 613 area code: 1-800-268-8758
Phone: 613-238-3630
TTY: 613-566-2235
Fax: 613-566-2234
Open: Monday to Friday
8:30 a.m. – 5 p.m.

In Person

Government offices are located across Ontario, with many providing one-stop service.

ServiceOntario Centres

Ontario has over 69 ServiceOntario Centres to make it easier to get service in person.

Unlike traditional government ministry offices, ServiceOntario Centres provide you with a wide range of general government information, and perform routine transactions for government services at one location. ServiceOntario Centres are open Monday to Friday from 8:30 a.m. to 5 p.m., and provide:

• Answers to frequently asked questions about government services
• Referrals to government staff who can provide specialized help
• Access to government's Internet to search programs, services or staff
• Free government publications including Ontario Parks Guide, Fishing and Hunting Regulations, Power of Attorney Kits, etc.
• Supply of and assistance with Application Forms for government services such as Birth and Death Certificates, Health Cards, Social Insurance Numbers, etc.
• Access to Ontario Business Connects terminals or Web site to register/renew your business name, conduct a business name search and make your applications for Retail Sales Tax permit (RST), Employer Health Tax number (EHT) and register with the Workplace Safety and Insurance Board (WSIB)
• Access to Life Events information packages such as Losing Your Wallet and Getting Married
• Access to Online Government Services, including On-line Change of Address service
• Ministry of Labour Employment Standards Claim acceptance
• Ministry of Natural Resources Fish & Wildlife services, information and sales (in select individual locations)

For more information contact the ServiceOntario Centres or the Citizens’ Inquiry Bureau.

For the ServiceOntario Centres nearest you, contact the Ministry of Government and Consumer Services:
Toll-free: 1-800-268-1142
Phone: 416-326-8555
Website: www.gov.on.ca/MGS

Citizens’ Inquiry Bureau
Toll-free: 1-800-267-8097
Phone: 416-326-1234
TTY Toll-free: 1-800-268-7095
TTY: 416-325-3408

Online

The Government of Ontario, the Federal Government and most municipalities provide a wide range of information and services via the worldwide web.

Online Services

An Internet gateway to access online government services is available at www.cbs.gov.on.ca/mcbs/english/services.htm

This Website enables you to complete some routine tasks online, for example:

• request a birth certificate
• renew a driver's licence
• register a change of name
• renew an Outdoors card and much more.

Life Event Bundles

Significant changes come into everyone's life - such as birth, marriage, retirement, and even losing one's wallet. We call these Life Events. The Ontario government is using Life Events as a new way to organize information and services to bring everything on a subject together in one place.

If you are dealing with a certain life event, the Online Services gateway operated by the Ministry of Consumer and Business Services can provide one-window access to information from many different government departments and jurisdictions to help you deal with that life event.

Current life event services bundled online include:

• Getting Ready to Retire
• Leisure and Active Living for Older Adults
• Getting Married
• Losing your Wallet
• How to Deal with Spousal Abuse
• Moving
• Managing Your Debt
• Vacation Ontario
• What To Do When Someone Dies

For more information, visit the "Life Events" section at the Government of Ontario Website www.ontario.ca or visit one of the ServiceOntario Centres around the province, or call the Citizens' Inquiry Bureau at 1-800-267-8097.

Integrated Address Change

The online integrated address change is a fast and easy way to notify the Ministry of Transportation (for Driver’s Licence or Vehicle Permits), the Ministry of Natural Resources (Outdoors Cards) and the Ministry of Health and Long-Term Care (Health Cards) of your change of address within Ontario. Information needs to be entered only once on the online form and you can choose to notify one or more of the three ministries of your change. Please do not change your address before you move. To access this on-line service, see www.serviceontario.ca. If you have any questions or require assistance using this service, review the Frequently Asked Questions document available on the Website.

ServiceOntario Kiosks

You can use one of the 70 ServiceOntario kiosks located throughout the province to access a number of government of Ontario services including: renewing licence plate stickers, ordering personalized licence plates, purchasing driver and vehicle abstracts, paying Ontario provincial court fines, changing your address on your Ontario Health Card or Driver’s Licence, and renewing your Outdoors Card.

You need your Visa, MasterCard, American Express or debit card to take advantage of these convenient and easy to use machines. ServiceOntario kiosks are available seven days a week at most locations with extended hours of service. You will find ServiceOntario kiosks in major shopping centres and the Queen’s Park and Downsview Ontario Government Offices.

To find the ServiceOntario kiosk nearest you, contact the Ministry of Transportation:
Toll-free: 1-800-268-4686
Phone: 416-235-4686
TTY: 905-704-2426
Website: www.mto.gov.on.ca

ServiceOntario Publications

ServiceOntario Publications is the largest distributor of government of Ontario information, with over 10,000 titles available. ServiceOntario Publications is the primary source for distribution and sale of provincial legislation, and is the electronic publisher of laws at www.e-laws.gov.on.ca.
Online ordering is available through the ServiceOntario Publications Website at www.publications.gov.on.ca or visit one of the following ServiceOntario centres:

Toronto
ServiceOntario Centre
College Park Building
777 Bay Street, Market Level, M5G 2C8

Hours of operation:
Monday - Friday 8:30 am - 5:00 pm
Closed on Public Holidays

Ottawa
ServiceOntario Centre
Ottawa City Hall
110 Laurier Avenue West, K1P 1J1

Hours of operation:
Monday - Friday 8:30 am - 5:00 pm
Closed on Public Holidays

Archives of Ontario

The Archives of Ontario is the primary source of Ontario's documentary memory. The Archives is responsible for managing, storing, conserving, arranging, describing and providing access to the province's irreplaceable documentary history dating back to the 1700s, valued at $340 million and held in trust for the public. The Archives currently holds records created by offices of government and the private sector, as well as a growing volume of records in other media (electronic records, film, photographs, video, audio-tapes, maps and drawings).

The records at the Archives of Ontario are used for many kinds of research. People search for information about their ancestors, look at the impact of provincial government policies, find out when a particular company started operation, when a building was built, or how the earliest settlers lived. People can see photographs or maps of their hometown or look at early moving images of a particular region of the province.

One way to access the records at the Archives is through the Archives of Ontario Microfilm Interloan Service. The Microfilm Interloan Catalogue can be found on the Archives' Website at www.archives.gov.on.ca. Through this site, visitors can also access online exhibits and databases relating to archival records and photographs and can identify library holdings.

The Archives of Ontario serves researchers daily, in person, in their Reading Room, and by mail, phone, fax and E-mail.

For more information contact:

Archives of Ontario
77 Grenville St.
Toronto ON M5S 1B3
Toll-free: 1-800-668-9933
Phone: 416-327-1600
E-mail: reference@ontario.ca
Website: www.archives.gov.on.ca

Office of the Registrar General of Ontario

The Office of the Registrar General of Ontario is the place to get birth, marriage and death certificates, and register a change of name.

It is important for people to recognize that one of the best ways to halt identity theft is to keep personal documents secure. Individuals are now required to report lost, stolen, found or destroyed certificates. This information will be shared with other programs issuing vital documents. Anyone who finds a birth certificate is required to forward it to the Office of the Registrar General, or deliver it to the police. Also, a new application form for birth certificates, which requires the signature of a guarantor, has been put in place.

Forms to apply for a new birth, death or marriage certificate are available from the Ministry of Government and Consumer Services Website (www.mgs.gov.on.ca) or by calling or writing the

Office of the Registrar General
PO Box 4600, 3rd Floor
189 Red River Rd.
Thunder Bay ON P7B 6L8
Toll-free: 1-800-461-2156
Phone: 416-325-8305

Forms are also available through ServiceOntario Centres across the province, from most municipal clerk's offices or from Land Registry Offices (for the office nearest you, consult the Blue Pages of your telephone book under the keyword "Land Registration").

Ombudsman Ontario

Ontario's Ombudsman is an Officer of the provincial Legislature who is independent of the government and political parties.

"Working to ensure fair and accountable provincial government service".

Ontario's Ombudsman is Mr. Clare Lewis Q.C. He is an Officer of the provincial Legislature who is independent of the government and political parties.

The Ombudsman's job is to investigate complaints about provincial government organizations. Based on the investigation, the Ombudsman may make recommendations to fix a problem. If these are not acted upon, the case may be reported to the Legislature.

The Ombudsman has jurisdiction over all provincial government organizations as an office of last resort. If you have tried without success to fix your problem with a provincial government organization, contact the Ombudsman. Before you do this, you should speak with the organization involved and use any complaint procedure they have, including an appeal to the head of the organization. You can also contact your Member of Provincial Parliament (MPP) representative at Queen's Park.

Ombudsman Ontario's services are free and are available in French and English. An interpreter for services in other languages can be arranged. All complaints are handled in the strictest confidence.

For more information, contact Ombudsman Ontario:
Toll-free English: 1-800-263-1830
Toll-free French: 1-800-387-2620
TTY Toll-free: 1-866-411-4211
Fax: 416-586-3485
Website: www.ombudsman.on.ca

Freedom of Information and Protection of Privacy

Personal information about you that is held by the Ontario government is protected under the privacy provisions of the Freedom of Information and Protection of Privacy Act. The Act ensures that government ministries and agencies collect, use, disclose and dispose of your personal information only with proper legal authority, and that it is accessible only to authorized individuals.

You have a right to access personal information about you that is held by Ontario government ministries and agencies, subject to certain specific exceptions. You also have a right to request that information about you be corrected, if you believe the information is incorrect or misleading.

To find out what records of personal information are maintained by particular government ministries and agencies, consult the Directory of Records, an Ontario publication that is available in local public libraries. The directory describes the organization and types of records maintained by each ministry and agency subject to the Act, as well as the telephone number and address of the ministry or agency's Freedom of Information and Privacy Co-ordinator.

If you have questions about the general operation of the Act, or need assistance with how to contact a particular ministry or agency's Freedom of Information and Privacy Co-ordinator, you can phone the Ontario government's central Information and Privacy Office at 416-327-2187.

1.2 Government of Canada

Seniors Canada Online

Seniors Canada Online is a Website for seniors, their families and caregivers. The site offers:

• a wide range of information for seniors on one site
• various options for finding information, and
• links to programs and services from many federal and provincial government departments and non-governmental organizations.

Visit Seniors Canada Online at: www.seniors.gc.ca

Telephone and Internet Services

Your primary access points to information about Government of Canada programs and services are via telephone, in person and online

Telephone

Toll-free: 1-800-O-Canada (1-800-622-6232)
TTY Toll-free: 1-800-465-7735

Open: Monday to Friday 8 a.m. - 8 p.m. Service is provided in English and French.

In Person

Visit a Service Canada Access Centre. To find your nearest Access Centre, visit www.servicecanada.gc.ca or call 1-800-O-Canada (1-800-622-6232).

Online

Visit the Government of Canada Website at www.canada.gc.ca

See also the federal seniors guide Services for Seniors: Guide to Government of Canada Services for Seniors and their Families available in print and online at: www.seniors.gc.ca

1.3 Municipal Government

Your local government is a key provider of important social and health services, economic and community development activities. Programs available in your area may include seniors' services, health and wellness programs, housing services, public health, and Ontario Works (social assistance).

To learn more about what municipal services and programs may be available in your area, consult the Blue Pages in your telephone book or visit www.yourlocalgovernment.com for links (where available) to your municipality.

COMMUNITY INFORMATION SERVICES

Community Information Centres

Community Information Centres (CICs) are a great source of information on services in your community. CICs offer information on a broad range of services provided by all levels of government, the non-profit sector, the private voluntary sector, by individuals in the community, and selectively from the business sector.

Individualized information is free, confidential and available to everyone. It is provided by telephone, in person, through correspondence or on the Internet and is available in appropriate languages as required by a particular community.

See the Directory, Appendix 3 for a list of the Community Information Centres in Ontario. If you do not see your community on this list, contact the centre closest to you for a referral to a Community Information Centre in your area, or visit the InformOntario Website at www.211ontario.ca for a listing of centres across the province.

211 Telephone Information Service

The United Way of Greater Toronto and Community Information Toronto offer 211, a new Community Information and Referral telephone line. When you're looking for community, social, health or government services, dial 2-1-1 for free, confidential information and referral. 211 is a multi-lingual service offered 24 hours, seven days a week.

At the time of printing this publication, the 211 service is available only in Toronto. For more information on the 211 service, visit www.211toronto.ca, or contact your local Community Information Centre to learn whether there are plans to bring the service to your community .