As a public agency of Ontario, the OCS upholds important public sector values, including honesty, integrity, trust, fairness, excellence, responsiveness, diversity, creativity, collaboration and efficiency. These principles are essential to building trust with our stakeholders and customers as we maintain high standards for ourselves, our collaborators, service providers and retailers. Upholding the public’s trust requires a commitment to acting with integrity. The OCS has established the Integrity Reporting Line (IRL), an independent, confidential and anonymous system to report suspected allegations of wrongdoing against an OCS employee.
If you see or suspect allegations of wrongdoing in your dealing with an OCS employee, you may report your concern through the IRL.
Important: Retail Store Concerns Cannot Be Addressed Through the OCS Integrity Reporting Line
Cannabis retail stores are independently owned and operated. Their employees are not OCS employees, and concerns about a store or its staff cannot be resolved through the OCS Integrity Reporting Line. If your concern relates to a cannabis retail store, please review the Retail Store Complaints and Inquiries section below for more information.
When to Report
Use the IRL to report any OCS employee exhibiting any of the following:
- Potential non-compliance with federal or provincial laws or regulations; or acts or omissions that create a danger to a person’s life, health or safety or to the environment
- Gross mismanagement, such as gross waste of money, abuse of authority or abuse of public assets
- The directing or counselling of a person to commit wrongdoing, including but not limited to those listed above
Do not use the IRL to report issues related to:
- Delivery or returns
- Price of products
- Inventory of products
- Complaints about cannabis sales or distribution by illegal operators
- Complaints about rules prescribed under the federal or provincial legal cannabis framework
If you have any questions about the above-mentioned items, please contact the OCS Customer Service Centre or law enforcement, as appropriate.
Retail Store Complaints and Inquiries
Cannabis retail stores are independently owned and operated and are not managed or overseen by OCS. Store employees are not OCS employees. This reporting line is only for concerns involving suspected unethical, illegal, fraudulent, or other serious wrongdoing by an OCS employee.
For regulatory concerns: If your concern relates to a cannabis retail store or its staff, you may contact the Alcohol and Gaming Commission of Ontario (AGCO), which licenses and regulates cannabis retail stores and enforces the Registrar's Standards for Cannabis Retail Stores. Information on submitting complaints or inquiries can be found on the AGCO's Complaints and Inquiries page.
For customer service matters: If your concerns relates to customer service at a cannabis retail store such as pricing, product selection or availability, refunds, returns, or other service-related issues, you should contact the retailer directly.
How to Report
You can file a report by:
Visiting:
- CARE by Doane Grant Thornton, selecting 'Ontario Cannabis Store' and completing the IRL form
- Once the report is submitted, you will be provided a confidential Report ID you can use to check the status of your report.
Details Matter
Please provide as much detail as possible, such as names, dates, times and location. The report must be factual and truthful. Investigations will not proceed when a report is frivolous, vexatious or made in bad faith.
Secure, Confidential and Anonymous
Information provided will be accessed and shared only on a need-to-know basis or as required by law. When submitting a report, you may choose to remain anonymous or share your contact information.
View Our List of Frequently Asked Questions (FAQs)
What is the Integrity Reporting Line?
The Integrity Reporting Line (IRL) is an independent, confidential tool designed to report alleged or suspected wrongdoings in violation of the law, including the Public Service of Ontario Act, 2006 (PSOA), by OCS employees. The IRL allows for the anonymous reporting of allegations of wrongdoing committed by an OCS employee.
How do I make a report?
You can make a report by going to the CARE by Doane Grant Thornton website, also available on OCS.ca under the Resources section, located on the bottom of the main page.
What should I include in my report?
Provide as much detail as possible, including names, dates, times, and locations. Remember, all information must be factual and truthful.
If I make a report, will it remain confidential?
Information provided will be accessed and shared only on a need-to-know basis or as required by law. When submitting a report, you may choose to remain anonymous or share your contact information.
What types of issues can be reported?
You may report allegations of wrongdoing by an OCS employee as follows: potential non-compliance with federal or provincial laws or regulations; acts or omissions that create a danger to a person’s life, health or safety or to the environment; gross mismanagement, such as gross waste of money, abuse of authority or abuse of public assets; directing or counselling a person to commit a wrongdoing listed above.
What happens after I make a report?
Once the report is submitted, you will receive a system-generated confidential Report ID. Use this ID to check the status of your report and to securely and confidentially communicate any additional information that may be needed. The OCS internal response team will also send you an acknowledgment through the IRL confirming receipt of the submission and any follow-up questions, if required.
Who handles the investigations?
The OCS Ethics Executive is ultimately responsible for the disclosure of wrongdoing process at the OCS. When a report is submitted, the OCS Ethics Executive and their supporting internal response team will be notified. For clarity, the OCS President and CEO is designated as the OCS Ethics Executive under Ontario Regulation 147/10. The Ethics Executive may also refer an allegation of wrongdoing report to the Office of the Integrity Commissioner of Ontario.
What should I do if I’m not sure whether an issue is serious enough to report?
If you’re uncertain, it’s always better to report the issue through the IRL.
Will there be a reprisal for filing a report?
In no circumstance will there be any reprisals if you make a report in good faith. Investigations will not proceed when a report is frivolous, vexatious or made in bad faith.
What if I am not satisfied with the process or I feel the report is not being addressed properly?
You have the right to submit your report to the Office of the Integrity Commissioner of Ontario. You can contact the office at 1-866-844-4470 or visit oico.on.ca
