The complaint: Aubree, who cares for her niece, contacted us with concerns about an Indigenous Child and Family Service Agency. The agency delivers services through an agreement with the Ministry of Children and Family Development. Aubree told us she received incorrect advice from the agency, which prevented her from receiving a disability tax credit for eight years. Aubree brought her concerns to the agency, and the agency paid her for three years of the tax credits but did not pay her for the other five years.

Aubree also said that the agency had treated her disrespectfully when it cancelled a recreation pass for her niece without enough warning, and when she asked for a replacement for a jacket her niece lost.

What we did: We reviewed records and found that the agency’s decision to provide three years of tax credits aligned with the findings from our office’s 2022 investigation, Short-Changed. We explained this to Aubree so she understood the reasons for the agency’s actions.

The agency confirmed Aubree’s story about the recreation card and jacket and apologized to her.

How we helped: We proposed that the agency provide Aubree with more support services to assist with the care of her niece. It agreed and Aubree received more money for groceries. It also helped her find appropriate housing that better met her and her niece’s needs.

Why it matters: We recommended the agency provide Aubree with additional support services to assist with the care of her niece. It agreed and Aubree received additional funds for groceries. And while the agency was unable to provide any further funding, it did help her to find appropriate housing that better met hers and her nieces needs.