Complaints Resolution Commissioner

Complaints Resolution Commissioner — The Law Society's “Ombudsman”

The Law Society of Ontario regulates the lawyers and paralegals of Ontario in the public interest. As part of that mandate, we have the authority to deal with a range of professional conduct matters relating to lawyers and licensed paralegals.

In cases where a complaint against a lawyer or paralegal has been closed by staff in the former Complaints Resolution or Investigations Departments or by staff in the current Enforcement Departments, and you are dissatisfied with the result, you can apply to the Complaints Resolution Commissioner to review the case.

The Complaints Resolution Commissioner plays a vital role in the Law Society's complaints resolution process, one similar to an ombudsman. The Commissioner will review the file under dispute — just like an ombudsman would — to ensure that the complaint was handled appropriately and the results were reasonable. This often involves face-to-face meetings with complainants.

This important function is independent of the Law Society of Ontario's professional regulation activities.

Unlike a typical ombudsman, however, the Law Society's Complaints Resolution Commissioner also has the authority to provide alternative dispute resolution between lawyers or paralegals and their clients for issues that do not require a regulatory response.

Read this information sheet for more on the Complaints Resolution Commissioner.

To request a review, complainants are asked to complete and submit a Request for Review form using one of the two options below. 

Option #1:  Submit a Request for Review form electronically. 

Option #2:  Download a printable version of the Request for Review form and submit it by email, facsimile or mail. 

About Marilyn Marshall

On April 1, 2018, Ms. Marilyn Marshall was appointed as the Law Society of Ontario’s Complaints Resolution Commissioner. Ms. Marshall is appointed to a two-year term.

Between 2003 and 2016, Ms. Marshall worked for the Ministry of Government and Consumer Services on public policy files concerning wireless legislation, land claim negotiations and consumer reforms, and was also involved in corporate law as well as regulatory and legislative work.

Previously, Ms. Marshall was counsel to the Assistant Deputy Attorney General of Ontario, led an agency reform project in the Ministry of Labour, and played a role in the development of social assistance programs while working in the Ministry of Community and Social Services. Ms. Marshall was counsel to the Rent Review Hearings Appeal Board and practised law for over six years in general practice.

A graduate of the University of Ottawa, Faculty of Law, Ms. Marshall was called to the Ontario bar in 1981. She obtained an LL.M. in Alternative Dispute Resolution from Osgoode Hall Law School in 2002. Ms. Marshall is principal of MEMConsultation, a consulting practice focused on providing advice on matters at the intersection of law and policy.

Ms. Marshall succeeds Mr. Bernard Morrow as Complaints Resolution Commissioner.


For more information

If you have any questions about how to request a review by the Commissioner, please contact the Office of the Complaints Resolution Commissioner.

393 University Avenue
Suite 515
Toronto Ontario
M5G 1E6
Telephone: (416) 947-3442
Toll Free Number: 1-866-880-9480 (Ext. 3442)
Fax: (416) 947-5213
E-Mail: complaintsreview@lso.ca