Under the Ontario Human Rights Code, every person has the right to be free from harassment and discrimination. It is against the law to discriminate against anyone based on any of the 17 Protected Grounds.  You can find a full list of the protected grounds here.

Under the Tenant Human Rights Complaints Procedure, a tenant can make a Human Rights complaint to TSHC if they believe someone’s actions or behaviour on TSHC premises, has negatively affected their human rights, or if they believe a TSHC policy or practice is affecting their human rights. Another person such as a social worker or family member can also make a complaint on behalf of the tenant.

To file a human rights complaint at TSHC, Tenant(s) will need to fill out a complaints form and send it to TSHC’s Head Office. A designated Solutions Clerk will process the complaint.

There are multiple ways to get a copy of the form and submit it:

• By phone at 416 945 0888
• Filling out an online complaints form (add link)
• Email at solutions@torontoseniorshousing.ca
• Filling out a complaints form and mailing it to TSHC’s head office at 423 Yonge Street addressed to “Solutions.”
• Contacting your SSC for a copy and/or for assistance with submitting the form (If the complaint is about the SSC, then contact your Regional Operations Manager (ROM)). Contact details of the SSC’s and ROM’s can be found on your building’s bulletin board.

If tenants require assistance with understanding the complaints form, either the SSC or the Solutions Clerk can help. However, it is the responsibility of the person who is making the complaint to fill out the details of the Human Right’s issue. For Tenants who may require additional help, they are encouraged to consult outside resources such as Legal Aid Clinics.

Tenants who require any translated versions of the Complaints Form should reach out to their SSC or the Solutions Clerk for assistance.

TSHC’s Solutions Clerk will review the complaint to check whether it is a Human Rights complaint and respond to the tenant within five business days. If it looks like the complaint is:

• Related to another issue such as a service request, the Solutions Clerk will work with the tenant to resolve the issue following the relevant procedure (see Service Request Complaints).
• A Human Rights complaint, TSHC will confirm with the tenant that they will investigate the complaint. Once the investigation plan is finalized, TSHC will reach out to the tenant with next steps. The tenant may contact the Solutions Clerk for updates while the plan is being finalized.

A TSHC staff member leading the investigation will get in touch with the complainant, the respondent (the person who is the subject of the complaint) and any other person(s) who may be involved in the complaint once the investigation begins. Everyone will be provided with details on how they will be involved. TSHC will ensure confidentiality throughout all processes.

Within ten business days of the completion of the investigation, TSHC will send a written letter of the outcome of the investigation to the complainant. The letter will outline next steps and address any other relevant information to support the outcome and decision made.

Tenants may ask for a review of the investigation if they feel that the investigation did not follow the Tenant Human Rights Complaints Procedure or if they feel new evidence has emerged that may be relevant. Tenants can consult the steps in the Procedure (Add link) to follow along with the process.

Alternatively, tenants may contact the Ombudsman, their local councillor, Legal Aid Clinics, the Human Rights Tribunal of Ontario or the Landlord and Tenant Board for further assistance.

For complaints about service requests, tenants can visit the Complaints page or contact the Solutions Team or the Tenant Support Centre. For complaints about Fraud and Wrongdoing, more information can be found here.