As an ombudsman's office, we are not an office of last resort. So an inmate in fact may file a grievance through the Correctional Service of Canada grievance process. They may contact my office. They may contact the Office of the Official Languages Commissioner or the Canadian Human Rights Commission as well. They may contact the college of physicians and surgeons if it's a complaint related to health care. Each one of those complaint resolution offices or processes has its own protocol and process.
In our office, we receive the complaint. We review the merits of the complaint. We determine whether or not we have to proceed to an investigation. We conduct the investigation. We come to a conclusion. If it's founded, we make a recommendation to implement a change.