City of Ottawa, Housing and Homelessness Services
The City’s investigation of a shelter: a new investigator, the operator’s documents, the operations log of 10 August, the instruction to keep records.
The letter ·
Re: RE: Re: 1754 St. Joseph Boulevard — preservation of the video and access records of 10 August
Hello Katie,
Thank you for the standards and for confirming that the footage of 10 August is preserved.
This message is a formal complaint against the operator under Section 6 of the Ottawa Transitional Housing Program Standards. Please register it as a complaint.
The complaint is this. On 10 August 2026 two staff members of the Catholic Centre for Immigrants told me that the computer room is not a place for prayer. Another resident was watching cartoons in the same room and was not approached. Section 2.1 f of the OTHPS binds a City-funded provider to the Ontario Human Rights Code. It forbids discrimination on the protected grounds, and creed is one of them.
The matter went unresolved between the parties. I put the questions to the operator on 13 August, again the same day, and again on 23 August. On 24 August the Program Manager answered without naming the rule and without producing the house rules. I set 28 August as the date, and nothing arrived. Section 6 j puts an unresolved complaint in the City's hands.
I require the following.
The date the complaint is registered, the name of the staff member investigating, and the date the investigation is expected to close.
The operator's complaints policy. Section 6 n requires it posted in a common area. Section 6 o requires it given to a resident on request. I have never been given it. I have never been given the contact information for the City's Program Coordinator either, which Section 5.1 j requires.
The entry in the operations log for 10 August 2026, which Section 12.2.2 c requires staff to keep.
The provisions of the Service Agreement between the City and the operator that deal with human rights obligations.
Confirmation that the preserved footage is held until the Human Rights Tribunal decides file 2026-68783-I, not until the operator ends its own review.
If any of this is refused, name the item and the reason. A refusal goes to the Office of the Ombudsman, which Section 6 k of the City's own standards names as the route.
Respectfully,
Danilo Dzyuban
The letter ·
Re: RE: Re: 1754 St. Joseph Boulevard — preservation of the video and access records of 10 August
Hello Katie,
Thank you for confirming that the complaint is registered and that you are
the investigator.Attached is the correspondence with the agency about the events of 10
August 2026: 10 messages between 13 and 24 August, in full.I work in writing. Send your questions about the events in the computer
room by email and I will answer them the same day, in the detail you need.Six items from my complaint of 14 September remain open. I am setting them
out again so they stay on the file.The operator's complaints policy. Section 6 n of the OTHPS requires it
posted in a common area, and Section 6 o requires it given to a resident on
request.The entry in the operations log for 10 August 2026, required by Section
12.2.2 c.The provisions of the Service Agreement between the City and the operator
that deal with human rights obligations.Confirmation that the preserved footage is held until the Human Rights
Tribunal decides file 2026-68783-I.The name and position of each staff member who spoke to me on 10 August,
which the operator has withheld since 13 August.The rule the operator applied to prayer in the computer room, and the
document where it is published.The last two are the questions the operator was asked on 13 August, again
the same day, and again on 23 August. No answer has come. The City is now
the party asking.Respectfully,
Danilo Dzyuban
The letter ·
Re: RE: RE: Re: 1754 St. Joseph Boulevard — preservation of the video and access records of 10 August
Hello Katie,
What was said on 10 August. The prayer was silent and ended at about 3:15. 5 minutes later two staff came to me, Albana and a site manager. The manager did most of the talking. The words were: the room is a working room, this was for my own comfort, I would be better off going down to the basement, this is not a place for prayer, and they did not want me to be disturbed. Albana said that people there talk about work and deal with important matters. Another resident sat in the room watching cartoons and was not approached.
The complaints policy. You were on site on 13 August and saw one poster, a QR code. Section 6 n requires the policy posted, and no request from a resident triggers that. Your own visit establishes it was not posted.
The policy and the log. My complaint is that the operator does not answer. Section 6 j puts an unresolved complaint with the City. The City is the party to the Service Agreement and funds the site. Obtain both: the policy in force on 10 August 2026, and the operations log entry for that day under Section 12.2.2 c.
The footage. That request was made to you, here, on 10 September 2026. It asked you to direct the operator in writing to preserve the footage and the access log of 10 August until file 2026-68783-I is decided, to send me a copy of the direction, to name and quote the provision governing incident records, or to state in writing that the City has no authority over them. Nothing has been answered. Recordings overwrite in 2 to 4 weeks and the events are 38 days old.
The Service Agreement. An image reference stands where the text of the provision should be. Send the section number and the text.
The names. The two people you are asking me about are the only ones who can confirm my account. The operator has had their names since 10 August.
The investigation closes on 2 October 2026. Unanswered items go to the Office of the Ombudsman, named in Section 6 k of the City's own standards.
Respectfully,
Danilo Dzyuban
The answer ·
Hello Danilo,
I am writing to inform you that your complaint was received by the City of Ottawa through an email sent to me on September 14, 2026. I can confirm that I have been assigned as the investigator for this matter.
The investigation is scheduled to be completed by October 3, 2026. As this falls on a non-business day, the target completion date will instead be October 2, 2026.
To assist with the investigation, I would like to speak with you regarding your account of the events that occurred in the computer room on August 10, 2026. We can arrange this discussion by telephone, through a virtual meeting or in person. Please let me know which option you prefer, and we can coordinate a suitable date and time.
Additionally, could you please provide copies of any communications you have had with the agency regarding this incident? These materials will help support a thorough review of the matter.
Thank you,
The answer ·
Hello Danilio,
Thank you for your response regarding this matter and for providing a copy of the correspondence between yourself and CCI.
We can certainly continue to communicate by email throughout the investigation, as you have indicated this is your preferred method of communication.
To assist with my review, could you please confirm what staff members stated to you on August 10, 2026, during the incident in the computer room?
I have also provided responses to your six items below for your review.
The operator's complaints policy. Section 6 n of the OTHPS requires it posted in a common area, and Section 6 o requires it given to a resident on request.
From my review of the correspondence you provided between yourself and CCI, I did not identify any request for a copy of CCI’s complaints policy. As such, I would encourage you to submit that request directly to CCI.
I can also confirm that I was onsite at CCI's St. Joseph location on August 13, 2026, to conduct an annual review. During that visit, I recall observing a poster displayed on the main bulletin board near the front reception desk that included a QR code for residents to submit feedback or concerns.
As part of my follow-up, I will be advising CCI to ensure that it’s complaints policy is posted alongside the QR code poster so that residents have clear and accessible access to information regarding the complaints process.
The entry in the operations log for 10 August 2026, required by Section 12.2.2 c.
Based on my review of the correspondence you provided between yourself and CCI, I did not see a request for a copy of the operations log for August 10, 2026, related to this matter. As such, I would encourage you to submit that request directly to CCI if you wish to obtain and review that information.
The provisions of the Service Agreement between the City and the operator that deal with human rights obligations.
I can confirm that the following provision is included in the service agreement between the City of Ottawa and the operator. I see that CCI stated they have noted your request for recordings and
Confirmation that the preserved footage is held until the Human Rights Tribunal decides file 2026-68783-I.
Based on my review of the correspondence you provided between yourself and CCI, I can see that you requested that footage from the hallway and computer room be preserved. I also note that Michael from CCI indicated that your records request had been noted and that relevant records would be retained pending completion of the review.
At this time, I cannot confirm which review Michael was referring to in his response. However, I did not see a specific request in your correspondence asking CCI to preserve the footage until a decision has been rendered by the Human Rights Tribunal.
I would encourage you to submit a written request directly to CCI asking that the footage be preserved until the Human Rights Tribunal process has concluded.
The name and position of each staff member who spoke to me on 10 August, which the operator has withheld since 13 August.
Based on my review of the correspondence you provided between yourself and CCI, I can see that you requested the names and position titles of the staff involved however, this information does not appear to have been provided to you to date.
To assist with my review of this matter, could you please clarify the purpose of your request for the staff names and position titles? Understanding how this information relates to your concerns will help ensure that I fully consider the issues you have raised as part of the investigation.
The rule the operator applied to prayer in the computer room, and the document where it is published.
Based on my review of the correspondence you provided between yourself and CCI, I can see that you requested information regarding any rule, policy, or guideline governing prayer in the common areas of St. Joseph. It does not appear that this information has been provided to you to date.
As part of my investigation, I will follow up with CCI to determine whether a policy, procedure, or other directive exists regarding prayer or religious activities in common areas. If such a document exists, I will request that CCI provide it to you directly. If no such policy exists, I will seek confirmation of that as well.
Thank you again Danilio,
Katie Sanders, RSW
Program Coordinator, Parnterships & Funding | Coordinateur de programme, Partenariats & Financement
Homelessness Programs & Funding Unit│Unite des programmes et du financement pour la lutte contre l’intinerance
The answer ·
Hello Danillo,
Thank you for your response regarding your recollection of the incident that occurred in the computer room.
Could you please confirm whether, at any point during the interaction, CCI staff advised you that you were not permitted to pray in the computer room? Additionally, can you confirm whether staff specifically instructed you that praying was only permitted in the designated prayer room?
You are correct that, during my visit on August 13, 2026, I observed a poster containing a QR code but did not see the full complaints policy posted. As part of the annual review process, which is currently in draft form and has not yet been finalized, CCI's St. Joseph program has been directed to post the complete complaints policy on the bulletin board alongside the QR code poster. I requested that CCI complete this action yesterday and received confirmation by email today that it has been done.
I also reviewed your email from yesterday in which you requested the complaints policy, the computer room log, and preservation of the video recording until the Human Rights Tribunal has rendered its decision. Based on my review, CCI responded today by providing you with a copy of the complaints policy, the computer room log, and confirmation that the relevant records and video footage will be preserved. As such, I believe these three requests have now been addressed.
The only outstanding request is for CCI is the names of the staff members who spoke with you in the computer room on August 10, 2026. When you state you need their names as they are the ones who can confirm your account need their names for what purpose?
Thank you,
The answer ·
Good morning Danilo,
Thanks for including me on this complaint. So I can better assist you in a resolution, can you please let me know what outcome you are seeking? As you are likely aware, there is nothing that would preclude you from praying at anywhere at a City funded transitional housing program. We have confirmed CCI has posted the relevant policies you mentioned below and the team has also advised me that CCI will keep the security footage as requested.
Thanks,