Sask. ombudsman’s annual report shows 11% rise in complaints in 2024

The Saskatchewan Ombudsman office is shown in this file photo (Cole Davenport / CTV News Regina)

For a fourth consecutive year, Saskatchewan’s social services and corrections ministries garnered the most complaints to the province’s ombudsman.

In the annual report for 2024 released Thursday, the province’s ombudsman and public interest disclosure commissioner Sharon Pratchler said the Ministry of Social Services received 786 complaints, and the Ministry of Corrections, Policing and Public Safety got 766.

In total, 3,229 complaints within jurisdiction were received in 2024 and another 835 outside jurisdiction, the report shows.

Pratchler said that is an 11 per cent increase from 2023, but added that despite high numbers, “her team was able to complete their files in a timely basis while focusing on people.”

Other complaints within jurisdiction were also issued to - municipalities (589), Health (282), SGI (237), Ministry of Justice (96), SaskPower (78), Workers’ Compensation Board (74), Officer of Residential Tenancies (58) and 258 listed as “others”.

Location wise the most complaints came from Saskatoon (504) followed by Regina (448).

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In the report, Pratchler and her team made several recommendations based on the complaints that were reviewed.

She said that when programs are put in place by the province, it is important to reflect flexibility for varying cases during the initial implementation of the program.

“When such flexibility exists in the legislative and policy design of the program, it is important that the individuals implementing the program do not impose restrictions that do not exist in the legislative or policy framework,” the report reads.

“Imposing conditions or restrictions that were not set out by the Legislature in the program design can have very harmful effects for individuals accessing the government program or service.”

Pratchler also indicated the importance of good communication in program administration.

She said active listening and good communication are necessary to ensure that policies are implemented as intended, noting that programs with a high volume of applicants can lead to miscommunication and a denial of benefits that should have been approved.

“Our office can help in those situations, to ensure that individuals receive the full benefits they are eligible for,” she said in the report.

Pratchler also noted the importance of taking steps to fix mistakes in program delivery.

In the report, an example was used of a man who bought a truck in Alberta in 2019 that was registered in Saskatchewan.

The man was initially told to pay over $4,400 in PST by SGI. Three years later when registering another vehicle, the man learned he should have only paid $587.90 in PST on the truck in 2019.

The Ministry of Finance said that because the PST was remitted to it over four years ago, its legislation does not allow claims that old.

An SGI branch office submitted a complaint as the man felt it was unfair for him to be denied a refund of the overpayment because he was not aware of it for years.

Pratchler said after receiving the complaint, they approached SGI’s Fair Practices Office requesting a refund.

After a review, SGI sent the man a cheque for $4,440.43.

The full report can be read here.