Can I file a complaint against a government agency?

The question of whether it is possible to file a complaint against a government agency is extremely relevant for every resident of Calgary, as situations may arise in the course of interacting with various levels of government where the actions or decisions of government agencies are considered unfair, illegal, or in violation of citizens' rights. The Canadian system of government is based on the principles of accountability and transparency, which means that citizens have the right to question the decisions of the authorities and demand explanations or compensation for wrongful actions.

Alberta Ombudsman — the main mechanism for protecting rights

The Alberta Ombudsman is a central figure in the system for protecting citizens' rights against wrongful actions by provincial and municipal authorities. This position was created to provide independent and impartial review of citizens' complaints, reporting directly to the Legislative Assembly of Alberta.

Jurisdiction of the Alberta Ombudsman:

  • Provincial government departments, agencies, boards, and commissions
  • Municipal governments, including the City of Calgary
  • The patient complaint resolution process of Alberta Health Services
  • Designated professional organizations under various statutes

What the Ombudsman cannot investigate:

  • Federal governments
  • Members of the Legislative Assembly
  • Federal or municipal police forces
  • Universities and schools
  • Matters before the courts
  • Private matters

Contact information:

Calgary office:

  • Address: Suite 2560, 801 - 6 Avenue SW, Calgary AB T2P 3W2
  • Phone: 403-297-6185
  • Toll-free: 1-888-455-2756
  • Email: [email protected]

Procedure for filing a complaint with the Ombudsman

Requirements before contacting the Ombudsman:

  1. Go through the internal appeal process with the relevant department
  2. Complete all available internal procedures
  3. Receive an unsatisfactory result

Submitting a complaint:

  • Complaints must be submitted in writing
  • Online via the form on the Alberta Ombudsman website
  • Review within three business days

Complaints about Calgary municipal services

Since 2018, the Alberta Ombudsman has expanded powers to investigate municipal matters.

City of Calgary — general complaints:

  • Phone: 311 (in Calgary) or 403-268-CITY (2489)
  • Mobile app: 311 Calgary
  • Online: via the city's official website

Required information:

  • Your name and address
  • Primary and alternate phone numbers
  • Address of the property regarding the complaint
  • Brief description of the problem

Specialized complaints about city services

Calgary Assessment Review Board

Reviews complaints regarding property assessments and local improvements.

  • Address: 1212 31 Ave N.E. (4th floor)
  • Hours: Monday–Friday, 8:00 a.m.–4:30 p.m.
  • Submission: Online via ePortal or in person

Calgary Subdivision and Development Appeal Board

Reviews appeals of decisions made by the Subdivision Authority and Development Authority.

  • Appeal fee: $200
  • Filing deadline: 21 days from the date of the decision
  • Hearings: virtually in the Dale Hodges Memorial Virtual Hearing Room

Complaints about the Calgary Police Service

Professional Standards Section

Considers complaints about police conduct under the Alberta Police Act.

Contact:

  • Phone: 403-428-5904 (8:00 a.m.–4:00 p.m.)
  • Email: [email protected]
  • Address: 5111 47 Street NE, Calgary, AB, T3J 3R2

Who can file a complaint:

  • The incident happened to you personally
  • The conduct was directed at you
  • You were present and witnessed the incident
  • You are the victim's lawyer
  • You were in a personal relationship with the victim

Complaints about provincial services

Consumer Complaints

The Alberta Consumer Investigations Unit investigates violations of consumer protection laws.

  • Free: 1-877-427-4088
  • Local: 780-427-4088
  • Email: [email protected]
  • Hours: Mon–Fri 8:15 a.m.–4:30 p.m.

Employment Standards Complaints

Complaints about violations of the Employment Standards Code.

  • Deadline: up to 6 months after the last day of work
  • Submission: online for free
  • Protection: your employer can't fire you for filing a complaint

Healthcare Complaints

Alberta Health Services — Patient Relations

Handles patient complaints about health care services.

Recommended course of action:

  1. Contact the service provider directly
  2. Discuss with a professional association
  3. Contact the Patient Relations Department
  4. Contact the Alberta Ombudsman

Office of the Alberta Health Advocates

Provides support in addressing concerns about health care services.

Complaints about federal services

Office of the Privacy Commissioner of Canada

Handles complaints about how federal agencies handle personal information.

Office of the Federal Ombudsperson for Victims of Crime

Handles complaints from victims of crime about federal departments and programs.

Alberta Human Rights Commission

Handles complaints about discrimination based on protected characteristics.

Requirements:

  • Deadline: one year after the discriminatory act
  • Location: the incident must have occurred in Alberta
  • Protected characteristics: race, gender, religion, age, sexual orientation, etc.

Time limits and procedural requirements

Key time limits:

  • Alberta Human Rights Commission: 1 year after the incident
  • Calgary Assessment Review Board: by the date on the Assessment Notice
  • Calgary Subdivision and Development Appeal Board: 21 days from the date of the decision
  • Police complaints: usually 1 year from the date of the incident

General requirements:

  • Written submission
  • Exhaustion of internal appeal procedures
  • Provision of all relevant documentation
  • Compliance with established deadlines

Alternative dispute resolution

Many organizations offer mediation as a less formal way to resolve complaints:

  • Alberta Ombudsman: Alternative Complaint Resolution
  • Calgary Police Service: informal resolution for less serious issues
  • Alberta Human Rights Commission: Conciliation for most complaints

Practical tips

Preparing to file a complaint:

  1. Document everything: dates, times, names, details of the incident
  2. Keep your correspondence: letters, emails, documents
  3. Try internal resolution: contact the organization first
  4. Meet deadlines: don't miss submission deadlines

Rights and protections:

  • Right to a fair review of your complaint
  • Protection from retaliation for filing a complaint
  • Right to a written response
  • Right to appeal decisions

Conclusion

The system for filing complaints against government agencies in Calgary is comprehensive and effective, providing citizens with ample opportunities to protect their rights. The Alberta Ombudsman plays a central role in this system by providing an independent review of complaints against provincial and municipal authorities.

Key principles:

  • All residents have the right to file complaints regardless of citizenship status
  • The system is designed to protect rights and improve the quality of government services
  • The use of complaint mechanisms is part of active participation in democratic processes

Remember: Filing a valid complaint is not only your right, but also your civic duty, which contributes to a more accountable and effective government.