Tuesday, October 6, 2026

The committee met at 1000 in committee room 2.

Official source

The Chair (Mr. Lorne Coe)

Good morning, everyone. The Standing Committee on Justice Policy will now come to order. On today’s agenda is the review of the 2026-27 estimates of three ministries, including the Ministry of Public and Business Service Delivery and Procurement, the Ministry of Francophone Affairs and the Ministry of Emergency Preparedness and Response. Each ministry will be considered for two hours, with a 20-minute opening statement from their respective ministers, followed by questions and answers in rotations of 15 minutes for the official opposition members of the committee, 15 minutes for the third party members of the committee and 15 minutes for the government members of the committee for the remainder of the allotted time. From the ministry, we are joined by the Honourable Stephen Crawford and ministry officials and staff. Now, I would like to take the opportunity to remind everyone that the purpose of considering the estimates is for members of the Legislature to determine if the government is spending money appropriately, wisely and effectively in the delivery of the services intended. As the Chair of this committee, I will allow members to ask a wide range of questions pertaining to the estimates before the committee to ensure they’re confident the ministry will spend those dollars appropriately. In the past, members have asked questions about the delivery of similar programs in previous fiscal years, about the policy framework that supports a ministry approach to a problem or a service delivery or about the competence of the ministry to spend the money wisely and efficiently. However—and please note this—it must be noted that the onus is on the members asking the questions to make the questioning relevant to the estimates under consideration. If your question is outside the scope of what we’re considering today, I will rule it out of order. As a reminder, the ministry is required to monitor the proceedings for any questions or issues that the ministry undertakes to address. I trust that the deputy minister with Minister Crawford today has arranged to have the hearings closely monitored with respect to questions raised so that the ministry can respond accordingly. Are there any questions from members before we start? I see none, Mr. Clerk. I am now required to call vote 1801, which sets the review process in motion. We will begin with a statement from the minister for up to 20 minutes. Minister, the floor is yours, sir. We’re going to time the 20 minutes, and I’ll let you know when you have one minute left so that you can sum up. Please start, sir.

Official source

Hon. Stephen Crawford

Good morning to everybody on the committee. It’s great to be here today. Thank you for the opportunity to appear before the committee today. I am pleased to present the 2026-27 expenditure estimates for the Ministry of Public and Business Service Delivery and Procurement. For 2026-27, the ministry’s planned operating and capital expenditures total approximately $1.52 billion, including consolidation and other adjustments, excluding assets. These estimates support the programs, technologies and services that Ontarians rely on daily. They reflect our commitment to modernizing government, protecting consumers and delivering value for the taxpayers. Chair, there is no question about it: Ontario is the best place anywhere in the world to live, work, raise a family and start a business. However, like much of the rest of the world, our province is navigating a global economic uncertainty and adapting to a rapidly evolving technological landscape. Despite these challenges, our government remains steadfast. We adapt, we act decisively and we maintain a focus on protecting Ontario. I am proud that my ministry plays a central role in that work, bringing together expertise from a wide range of areas. Through ServiceOntario, we deliver more than 220 services to people, businesses and across government, both over the phone and in person. Behind those services, my ministry leads enterprise technology and cyber security, drives the implementation of Buy Ontario through procurement policy and oversight and provides financial and operational expertise that keeps government running. Simply put, ours is a critical mandate with a straightforward objective: building a more modern, secure and effective government for Ontarians. I welcome the opportunity to update the committee on our progress. Let me turn first to the current global economic and trade environment and the actions our government is taking to protect Ontario’s economy, jobs and businesses. As Canada continues to face an unprecedented trade war with the United States, our government is taking every measure necessary to strengthen domestic supply chains. Each year, the province spends approximately $30 billion procuring the goods and services needed to deliver public service programs and support to Ontarians. By leveraging that purchasing power strategically, we can support Ontario businesses and workers, strengthen domestic capacity and deliver better value for taxpayers. Our objective is clear: Wherever possible, procurement dollars that can be spent in Ontario should be spent in Ontario. That is why, on April 4 of last year, our government introduced a procurement restriction policy that prevents the Ontario public sector and the broader public sector from procuring from US businesses while tariffs remain in place. We then followed through with the Buy Ontario Act, an historic piece of legislation that further empowers us to prioritize Ontario and Canadian goods and services in public sector procurement. The act extends Buy Ontario beyond the provincial government, directing municipalities and other organizations to join us in supporting local suppliers. The first Buy Ontario procurement directives came into force April 13 of this year, turning that commitment into action by ensuring more public dollars go towards supporting Ontario jobs, supply chains and businesses of all sizes. At the same time, we are improving visibility into government spending to make coordinated and better-informed procurement decisions. Alongside our partners at Supply Ontario, my ministry provides policy leadership and oversight in support of our shared mission to build a supply chain that is better equipped to withstand disruptions, protect public services and support economic growth. The Buy Ontario Act also established a Buy Ontario, Buy Canadian Day, recognized annually on the last Friday of each June. It encourages residents throughout our communities to buy locally made products, support our homegrown business owners and explore destinations across Ontario and Canada when looking at potential travel opportunities. Together, these initiatives form a coordinated economic response. We are using every tool available to protect Ontario, support local businesses and build a stronger, more self-reliant economy. Protecting Ontario also means standing up for consumers in a marketplace that is changing faster than ever. As more transactions move online and fraud tactics become increasingly sophisticated, our government continues to enforce stronger protections, maintain rigorous oversight and empower consumers with the information they need to make confident purchasing decisions. In 2025, my ministry handled more than 31,000 customer interactions and helped negotiate more than $722,000 in complaint resolutions. We also conducted 376 risk-based compliance inspections, laid 97 charges and obtained 68 convictions, resulting in approximately $834,000 in fines and more than $318,000 in court-ordered restitution. These results demonstrate our approach to consumer protection: active oversight, meaningful enforcement and practical assistance when and where it matters most. Chair, I am proud to say that my ministry is actively supporting the important work of protecting survivors of human trafficking from coerced debt. In June of last year, the Ministry of the Attorney General consulted on the implementation of Bill 41, Protection from Coerced Debts Incurred in relation to Human Trafficking Act, 2023. My ministry spearheaded engagement with credit-reporting agencies in support of this implementation. On May 25, 2026, our government introduced the Protecting Ontario’s Streets and Communities Act, 2026, which builds on the intent of Bill 41 by introducing measures to help survivors address debt incurred through coercion. My ministry has advanced many important protections in 2025-26, namely through the Protect Ontario by Cutting Red Tape Act and through the implementation of new measures to crack down on unfair practices in the province’s ticket resale market. During the Toronto Blue Jays’ triumphant run to the 2025 World Series and the city’s hosting of the 2026 FIFA World Cup, we strengthened the Ticket Sales Act of 2017 by capping ticket resale prices, increasing penalties against bad actors and publicly calling out sellers who violate the law through the Consumer Beware List. These actions not only crack down on unfair ticket practices; they protect consumers from being price-gouged by improving fair access to concerts, sporting events and other major attractions. We have also modernized the Retail Business Holidays Act, giving retailers the choice to open on Family Day or Victoria Day. This provides greater flexibility for businesses and workers while preserving protections for employees who choose not to work. Effective July 1, 2026, amendments to the Consumer Reporting Act introduced security freezes and credit-monitoring protections to help Ontarians protect their credit information and reduce the risk of identity theft. These tools are particularly important for seniors, newcomers and other potentially vulnerable consumers. My ministry complements these safeguards with multilingual resources and targeted outreach, helping consumers understand their rights and businesses meet their obligations. We are also preparing consumers and businesses for Ontario’s new Consumer Protection Act, 2023, which will modernize protections for an evolving marketplace. Together, strong safeguards, effective enforcement and practical education help maintain public confidence. My ministry also provides the technology, infrastructure, cyber security services and digital expertise that support public sector organizations across government. Through GovTechON, we design, operate and modernize the applications that support health care, justice, transportation, social services, environmental protection, as well as financial administration and other essential public programs. Our one-government approach reduces duplication, promotes the reuse of technology and helps ensure digital investments are secure, sustainable and aligned with government priorities. In 2025-26, my ministry hosted approximately 1,200 applications across the Guelph Data Centre and cloud environments, with cloud adoption increasing from 51% to 55%. We also modernized government voice services by replacing outdated land lines and aging telephone systems. By January 2026, more than 13,800 legacy voice lines had been cancelled, generating approximately $4 million in annual savings. In October of 2025, my ministry and the Treasury Board Secretariat successfully moved the province’s Integrated Financial Information System to a modern, securable and scalable cloud environment. The system supports more than 50,000 users and essential government functions such as financial processing, budgeting and reporting. Its successful migration strengthened resilience without disrupting users. These are clear examples of responsible modernization delivering stronger systems and measurable value for taxpayers. Modern digital services also carry a fundamental duty to protect the systems and information entrusted to government. Cyber security is and will remain a core priority. A cyber incident can interrupt essential services, compromise sensitive information and undermine public confidence. Ontario’s Cyber Security Operations Centre works around the clock as the government’s first line of defence. In 2025-26, the centre helped defend the government system against approximately 109 million cyber attacks, illustrating both the scale of the threat and the importance of sustained vigilance. Through the Cyber Security Centre of Excellence, supported by a $5-million investment in cyber security, capacity and innovation, we provide advice, education and practical resources to broader public sector organizations and municipalities. Our cyber community of practice has grown to nearly 2,400 participants from 720 organizations, strengthening collaboration and information-sharing across the public sector. In 2025-26, the ministry conducted 16 cyber security tabletop exercises involving more than 1,000 participants. These exercises helped organizations test their response plans, identify weaknesses and clarify responsibilities before an incident occurs. October is Cyber Security Awareness Month, and Ontario continues to work with partners across sectors and jurisdictions to strengthen collective resilience. One of the most consequential areas overseen by my ministry is the responsible and accountable use of artificial intelligence. AI presents significant opportunities to improve productivity, strengthen public services and support economic growth. It also presents risks that must be managed carefully and transparently to build public confidence. In March of 2026, my ministry joined partner ministries in hosting the Ontario AI summit, a groundbreaking event that brought together government, industry and academia to discuss trust, competitiveness and leadership in Ontario’s growing AI economy. Within government, we are adopting AI deliberately and responsibly. Ontario is the first province or territory in Canada to establish guardrails for the responsible use of AI in the public sector. Ontario’s trustworthy AI framework is built around three principles: no AI in secret, AI that Ontarians can trust and AI that serves everyone. The framework includes the Enhancing Digital Security and Trust Act, the responsible use of artificial intelligence directive and Ontario’s public inventory of AI systems used across the Ontario public service. Together, these measures require AI use to be transparent, accountable and risk-managed. As we continue to invest in technology, we are also investing in the skills to use it effectively.

Official source

Hon. Stephen Crawford

My ministry is building internal expertise through initiatives such as the AI technical certification pilot program, created in collaboration with industry partners. This work is anchored by strong AI and data governance, including the Ontario data strategy, which reduces silos and enables the responsible adoption of AI. Our objective is not innovation for its own sake; it is to use technology responsibly, to improve services and deliver greater value to the people of Ontario. My ministry has also led important work under the Enhancing Digital Security and Trust Act. Following extensive consultation, we advanced measures to strengthen cyber security and support safe and age-appropriate digital experiences for children. Ontario school boards must now notify parents when a student’s personal information is shared with third-party software providers. That gives students and parents and families greater visibility into how sensitive information is managed. New cyber security requirements for key public sector organizations are also establishing clearer accountability, stronger preparedness and a more coordinated approach to cyber risk. I’d now like to highlight the work of ServiceOntario. ServiceOntario is often considered the front door through which millions of people and businesses access government services, whether it’s registering a birth, obtaining a health card, renewing a driver’s licence, ordering a marriage certificate or starting a business. From 2025-26, ServiceOntario supported approximately 64.7 million public-facing transactions and information-and-referral interactions. That figure reflects the scale of ServiceOntario’s operations and the importance of delivering reliable service wherever and however Ontarians access government. That means meeting people in person, by telephone, through extended hours at select locations, through mobile service delivery and through community outreach. Modernization means expanding convenient digital options while maintaining accessible alternatives to those who prefer them, which is why the ServiceOntario Account gives customers a secure and personalized way to access various services online.

Official source

The Chair (Mr. Lorne Coe)

Minister, you have one minute left in your presentation, sir.

Official source

Hon. Stephen Crawford

Okay. In 2025-26, we enhanced more than 30 services through the account, giving people more options to renew documents, sign up for reminders and access temporary documents online. At the same time, we are modernizing individual services to eliminate unnecessary paperwork, travel and delays. Couples can now submit documents online for their marriage licence. Seniors can renew their driver’s licences at ServiceOntarios across Ontario rather than attending group sessions at fixed times and locations. For businesses, digital dealership registration allows participating dealerships to complete more of the vehicle registration process online while reducing paperwork and unnecessary visits. Businesses are also benefiting from the Ontario Business Account, improvements to the Ontario Business Registry and the broader “single window for business” initiative. The ministry is also supporting the development of a beneficial ownership registry by 2027 to help law enforcement bodies and regulators combat fraud, money laundering and financial crime.

Official source

The Chair (Mr. Lorne Coe)

Thank you, Minister Crawford. That is the time that you have for your presentation. We will now begin the question-and-answer segment in rotations of 15 minutes for the official opposition, 15 minutes for the third party member and 15 minutes for the government members for the remainder of the allotted time. Please remember to make your comments through me. As the Chair, if a member seeks to reclaim the floor during their rotation while the minister is responding, I will recognize the member and allow them to reclaim the floor to ask a new question. For the deputy minister, assistant deputy ministers and other staff: Please state your name and your title the first time that you speak so that we can accurately record in Hansard who we have before us this morning. I will now start with the official opposition with MPP Rakocevic, please, when you’re ready, sir.

Official source

Mr. Tom Rakocevic

Good morning, everyone. Good morning, Minister.

Official source

Hon. Stephen Crawford

Good morning.

Official source

Mr. Tom Rakocevic

I just want to thank you for your work. I want to thank you for your presence here and for, in advance, answering questions. I also want to thank your staff, who have been accessible over the years to me when I’ve spoken to them, and I appreciate that. I’d like to begin with Buy Ontario. The official opposition for years—even prior to the tariffs and the situation with the States—have pushed the government to prioritize procurement from Ontario businesses, particularly smaller businesses. This was something that we always received pushback on. During the course of the pandemic, Shoppers was awarded vaccinations versus the smaller pharmacies. If you looked at even most recently with ServiceOntario, we saw, including small business locations—small locations were closed down while they moved to Staples. You talked about the buy-Ontario policy, something that we’ve been pushing for for years, and you said that since the tariffs, you have not been allowing procurement or awarding contracts to American companies. So the question is, since the tariffs have begun before this year, can you tell us and confirm that not a single contract has gone to American companies in the year 2026?

Official source

Hon. Stephen Crawford

Thank you for the question. Our government is very focused on protecting Ontario businesses, Ontario workers. We’re going through a difficult time, and I think Ontarians and Canadians are united with that overarching view that we want to support Ontario businesses. In terms of what our government has done, we are the first government, really, to bring in policies like the procurement restriction policy, BOBI, the Buy Ontario Act, which we have now started implementing. We are supporting Ontario and Canadian businesses where we can. As an example, Supply Ontario: Approximately 89% of the vendors of record that are on the VOR list for Supply Ontario are Ontario-based; approximately 97% of them are Canadian. So the overwhelming majority of vendors that Ontario government does business with through Supply Ontario are Ontario- and Canadian-based. So this legislation is having an effect not only with government of Ontario procurement but indeed across the broader public sector. It’s the first legislation that’s gone beyond the public sector to the broader public sector.

Official source

The Chair (Mr. Lorne Coe)

Thank you for that response. New question, please.

Official source

Mr. Tom Rakocevic

Thank you for the response. I’m hearing there still are situations where American companies are being awarded contracts. You said that there are smaller numbers. My second part to that question is, what happens when you have long-term contracts with companies? You know, perhaps they’re awarded on a year-to-year basis or there are extensions. What happens in those situations now when those are American companies? Do you now move over to Canadian companies or Ontario companies?

Official source

Hon. Stephen Crawford

The government of Ontario supports law and order, so we don’t change contracts midway through the game. So if we’re in a current contract, that contract—

Official source

Mr. Tom Rakocevic

No, no. That’s not what I’m asking.

Official source

Hon. Stephen Crawford

When it’s up for renewal, for example, it will be reviewed, most definitely.

Official source

Mr. Tom Rakocevic

But you would then say, if it’s up for renewal, or at some point now, and the tariffs are in place—I would assume based on what you’re saying that your ministry, your government would then say, “We are going to choose an Ontario alternative”—or not?

Official source

Hon. Stephen Crawford

Where possible—if there’s extreme service disruption or it affects the health and well-being of Ontarians, then, in some cases, of course we’ll have to continue. I mean, there are circumstances—I’m sure you’d agree—where, for example, there is health equipment for hospitals that simply is not manufactured in Canada or Ontario. So in some cases, we will have to go to global suppliers.

Official source

The Chair (Mr. Lorne Coe)

Thank you for that response. New question, please.

Official source

Mr. Tom Rakocevic

Thank you. I’d like to now move on to freedom of information. I think people were quite surprised to see that this government changed the actual—

Official source

The Chair (Mr. Lorne Coe)

MPP Riddell, please.

Official source

Mr. Brian Riddell

FOI has nothing to do with estimates.

Official source

The Chair (Mr. Lorne Coe)

I agree. It’s outside of the scope of what we’re considering right now, 1801. New question, please.

Official source

Mr. Tom Rakocevic

Okay. Well, all right. I won’t argue with the Chair on that one, although I respectfully disagree, but I respect your authority. Uninsured drivers fund and auto insurance changes: Now, this is the Ministry of Finance, but this does affect you because the Motor Vehicle Accident Claims Fund is something that’s run by your ministry. The changes at the Ministry of Finance have severely reduced the number of mandatory coverages that a person is required. So where an insurance company was required to sell something like 12 before, now it’s gone down to three. Many, whether they are lawyers, whether they are health practitioners, whether they are advocates, whether they’re just everyday drivers, have noticed that this has a huge impact. It has an impact not just on them but on the choices others make and can put many at risk. We’ve noticed that the Motor Vehicle Accident Claims Fund has nearly doubled. Is this because you are expecting more people to now make claims as a result of this government’s changes in terms of auto insurance? This suggests to me that the government is conceding that a decision they made is putting people at risk, and so you’ve now had to double this claims fund. Could you provide the reason as to why this has occurred?

Official source

Hon. Stephen Crawford

Yes, I think what you’re referring to is the choice, if I’m not mistaken, within the insurance industry to offer more options for drivers and—if I’m not mistaken. Is that correct?

Official source

Mr. Tom Rakocevic

Well, yes. I mean, we may characterize it differently.

Official source

Hon. Stephen Crawford

Okay, so, yes, our government provided consumers with more options with respect to the options that they can pursue in having car insurance. With the specifics of the dollar amount, I would refer to my deputy for a more detailed answer on that.

Official source

The Chair (Mr. Lorne Coe)

Deputy Minister, please state your name—full name, please.

Official source

Ms. Samantha Poisson

Thank you, Chair. My name is Samantha Poisson. I am the deputy of MPBSDP. With response to your question, the increase is primarily related to higher projections based on actuarial estimated amounts for accident benefits and third-party liability payments through the Motor Vehicle Accident Claims Fund. The actuarial estimates are used due to the uncertain nature of the program, specifically the unknown volume, ultimate value or the number of claims.

Official source

Mr. Tom Rakocevic

Sorry. Just for clarification, you’ve doubled the amount of this fund due to uncertainty. So, again, I’m hearing that the most recent changes by this government to allow companies to sell policies that have far, far less required protections and coverages—are you then suggesting that there is in fact a link and that your ministry stepped in expecting that more people won’t be compensated and they had to increase the amount they would give out?

Official source

The Chair (Mr. Lorne Coe)

Could you please direct who you’re asking that question to?

Official source

Mr. Tom Rakocevic

Sorry—to either the minister or deputy minister. I understand that he asked her to answer, so from anyone is fine.

Official source

The Chair (Mr. Lorne Coe)

Deputy Minister, please. Thank you.

Official source

Ms. Samantha Poisson

Sorry, Chair. Could the question be repeated?

Official source

Mr. Tom Rakocevic

So your actuaries have now expected a doubling, essentially, of claims, and the only thing that’s really changed is the fact that this government has allowed insurance companies to reduce the amount of mandatory coverages down from 12 to three. And so I think everyone has suggested this is putting a lot more people at risk. I’m just wondering if you’ll confirm the fact that this is the relationship; this is what is the result. Your ministry is expecting more claims now because these coverages have been reduced, because your actuaries have weighed in and they said there seems to be more risk out there.

Official source

The Chair (Mr. Lorne Coe)

Deputy Minister, to the question, please.

Official source

Ms. Samantha Poisson

For specifics related to the program—sorry. The amendments to the Insurance Act made certain statutory accident benefits optional, including income replacement, housekeeping, death and funeral benefits. As benefits available through the Motor Vehicle Accident Claims Fund, aligned with mandatory Insurance Act benefits, these optional benefits are no longer covered by the Motor Vehicle Accident Claims Fund for accidents occurring on or after July 1, 2026. The Motor Vehicle Accident Claims Fund continues to provide mandatory attendant care and medical and rehabilitation benefits.

Official source

Mr. Tom Rakocevic

Okay. Sorry—

Official source

The Chair (Mr. Lorne Coe)

Thank you, Deputy, for that answer.

Official source

Mr. Tom Rakocevic

In the interests of time, I’m going to move on, but you have seen the reason to double the amount that is expected to be paid out, so—all right. We’re going to move on.

Official source

The Chair (Mr. Lorne Coe)

A new question, please. Thank you.

Official source

Mr. Tom Rakocevic

Yes. Ticket resales: This is something that the official opposition has been calling on even before the Raptors won a championship many years back in Toronto—capping resale at zero. This is something that the government derided, said no, said it was not possible, that it was “unenforceable”—everything you could think of over the course of the years—and then, all of a sudden, has decided they would listen and did so. And we saw that there were people, organizations, huge companies that continued to sell tickets at many times the value at which they were purchased in the first place. I’d like to hear more information about the enforcement efforts, because we know that all of these policies live and die by the enforcement. What can you share in terms of enforcement? Because initially there continued to be stories in the media where people were giving constant proof of tickets being sold many times their value. So, can you tell us what your enforcement efforts have been and what they look like? Like, how many inspectors do you have out there, what’s the total cost for your enforcement?

Official source

The Chair (Mr. Lorne Coe)

Thank you for the question. Minister Crawford, please, to the question.

Official source

Hon. Stephen Crawford

Chair, through you, to the member, ticket reselling was an issue that we felt very strongly on. I mean, particularly, you saw the Blue Jays’ World Series—unfortunately, they won’t be able to make it this year, but last year they got very close. And ticket sales got so far out of reality in terms of the resale market for that series, families in most cases wouldn’t be able to afford to go to games like that or hockey games, concerts etc.—Taylor Swift, all these different types of events where there was exorbitant pricing. So we modified the legislation to ensure that it went down to a zero resale value in terms of the additional price markup on ticket sales. We brought that legislation in, and we feel very strongly about this legislation. We are enforcing the legislation. For example, we’ve had 323 businesses posted on our Consumer Beware List, 40 notices of inspection to secondary sellers, and we’ve sent out four compliance orders. You may have seen—I’m not sure, to the member, if he has seen in the media, a few of the larger established companies in the ticket-reselling market have actually received administrative penalties. StubHub and SeatGeek have been issued five administrative penalties totalling $45,000 and issued 33 warning letters, so this is an issue we take very seriously. There may be instances of companies that are taking advantage of the law and still doing this. But the good news is the overwhelming majority of companies that we have dealt with are in compliance with the law. If there are any outliers, they will be dealt with. And I would certainly pass to my deputy if you’d like some specific details on what we’re doing on the consumer protection side to ensure compliance with this important legislation.

Official source

The Chair (Mr. Lorne Coe)

Deputy Minister, to the question, please.

Official source

Mr. Tom Rakocevic

I mean, there’s only about a minute and a half, so if you can just provide as much detail as possible, if you could tell us how many inspectors you have, what the infractions are, what’s—

Official source

Hon. Stephen Crawford

Sure. I will pass that to my deputy for some of the specifics.

Official source

Ms. Samantha Poisson

Thank you for the question. The recent enforcement actions related to companies are publicly posted on the Consumer Beware List, and there are some matters currently before the licensing and appeals tribunal. We take a risk-based approach to enforcement. We review complaints that are made and apply that risk-based approach to use our authority to educate, mediate, have compliance and enforcement tools. Customers have a way of lodging any complaints about ticket sales to the Consumer Protection Ontario line. If you’d like specific details, I can call up my ADM of consumer protection operations to provide you with those specifics.

Official source

Mr. Tom Rakocevic

I mean, there’s very little—how much time—

Official source

The Chair (Mr. Lorne Coe)

You have 44 seconds left.

Official source

Mr. Tom Rakocevic

As quick as possible, I’d like to hear it. This is something that we were fighting for and pushing, and we want to hear what the enforcement has been like.

Official source

The Chair (Mr. Lorne Coe)

You have 35 seconds, sir, but you have to introduce yourself, please.

Official source

Mr. Teepu Khawja

Yes. Good morning, committee. My name is Teepu Khawja. I’m the assistant deputy minister of our consumer services operations division. I’m happy, with the remaining time, to answer whatever I can to the member. So, our division, we are responsible for enforcing a number of statues, the Consumer Protection Act and the Ticket Sales Act, as well as other regulated sectors. In terms of the Ticket Sales Act itself, the minister and the deputy minister have already provided some information in terms of stats. Our enforcement staff, as I said, enforce not just the Ticket Sales Act but other statutes as well. We’re a—

Official source

The Chair (Mr. Lorne Coe)

Thank you, sir, for that response. I think the member could pursue this in the second round if he so desires. Moving to the third party, please: MPP McCrimmon, welcome to the committee. Please start your questions. Thank you.

Official source

Mrs. Karen McCrimmon

Thank you, Chair, and thank you to the minister and staff who are here to explain to us what’s going on inside the ministry when it comes to how money is spent. I think that’s a really important thing, and it’s good that you bring your team with you. I’m going to start with a question about the ministry’s artificial intelligence data archives and privacy program, which oversees FOI and privacy policy. Now, the amount committed to that falls by $1.66 million to $37.6 million in 2026-27. I know that records in the Premier’s and ministers’ offices are now excluded from freedom-of-information law, and so that might save some money, but at what cost? Can the minister tell me how many cases have been closed or refused because of the change in the law, and how much money did we save?

Official source

The Chair (Mr. Lorne Coe)

Thank you for the question. Minister Crawford, please, to the question.

Official source

Hon. Stephen Crawford

Thank you for the question. I’m not sure I fully understand it, but with respect to what we’re investing in in terms of IT and cyber operations in the province and artificial intelligence, it’s something we take very, very seriously. We’ve been a leader in artificial intelligence. Out of all the governments in Ontario, we have the largest percentage of users of AI on a weekly basis. We have ongoing training for our staff with respect to using artificial intelligence. The average public official is saving well over an hour a week on average, which is making their time much more efficient. So as a government, we are very focused on ensuring the public service spends their time wisely and efficiently, and we will certainly continue to do so.

Official source

The Chair (Mr. Lorne Coe)

Thank you for that response. New question, please.

Official source

Mrs. Karen McCrimmon

But how can we say that’s a priority of ours when we’re cutting their budget? That’s the thing that I don’t understand. Their budget goes down by $1.66 million this year. I totally agree with you; I think this is absolutely key. But how is cutting that budget actually going to make it easier for us to actually achieve the results that you’re seeking?

Official source

Hon. Stephen Crawford

In that situation, there are one-time program and modernization and contract costs that you may see in a previous year that fall off the previous year, and that would be the explanation for any deductions.

Official source

The Chair (Mr. Lorne Coe)

New question, please.

Official source

Mrs. Karen McCrimmon

All right. Right now, FOI response deadlines have been extended to 30 to 45 business days. Now, with this cut in that particular budget, is that going to get worse?

Official source

Hon. Stephen Crawford

The FOI timeline—

Official source

The Chair (Mr. Lorne Coe)

I’m going to allow it. Go ahead, Minister.

Official source

Hon. Stephen Crawford

The FOI timeline did move from 30 to 45 days in the legislation; you are correct. That was very well received by the municipalities across Ontario, because the magnitude and the number of requests that come in for information has really exceeded the number of employees and people they have involved in getting that information back. So they were very supportive of that as well, of our government making that decision. Because again, the magnitude and the complexity of the information that’s being requested is so much greater than it used to be. They were calling for that as well, I might add—the clerks of all the municipalities. I’ve met with them in my role as minister and in AMO. That was one of their key requests, actually. So I think by doing that it will allow us to get more accurate information out there and meet our timelines.

Official source

The Chair (Mr. Lorne Coe)

Thank you, Minister, for that response. New question, please.

Official source

Mrs. Karen McCrimmon

The Information and Privacy Commissioner warned that trying to save money on the back of FOI changes will eviscerate public accountability. Can you tell me if you’ve met with the commissioner, what she had to say to you and if she asked the government to do anything?

Official source

Hon. Stephen Crawford

Obviously, you’re well aware of the changes we made in the last legislative sitting to freedom of information. What we were doing with that was bringing Ontario in line to a majority of other jurisdictions in Canada, including the federal government in your home city of Ottawa, of course, and most provincial governments across Canada in terms of what information is accessible when. That’s the traditional Westminster system with cabinet confidentiality. I think it should be noted that 95% of whatever information was accessible before will continue to be accessible, so there’s very little change in that. In terms of whatever outcomes come through any cabinet deliberation, they’re still fully accessible. We’re accountable to the people of Ontario and, I might add, to the privacy commissioner, to the Integrity Commissioner and Auditor General as well.

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The Chair (Mr. Lorne Coe)

Thank you for that response. New question, please.

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Mrs. Karen McCrimmon

All right, next question: In January of 2024, the government announced it would close nine stand-alone ServiceOntario centres and move them into Staples stores, with two Walmart locations also involved as a three-year pilot. Staples received $1.75 million in set-up costs and $8.29 million over three years to run nine locations, and staff at closing centres were offered jobs with Staples. This three-year pilot is due to expire in 2027. Has the ministry decided whether to renew or expand it, and how much of the $295.5-million ServiceOntario budget this year is paid to Staples and other retail partners?

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The Chair (Mr. Lorne Coe)

Minister?

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Hon. Stephen Crawford

Thank you, Chair, through you to the member, for the question. Thank you very much for the question. You are correct; I guess it was 2024 that Ontario worked in collaboration with Staples Canada to be able to deliver services to the people of Ontario, and it has been a very successful pilot. The feedback from users that go to those ServiceOntario locations has been overwhelmingly positive. The hours of operation are very attractive to people—extended hours which typical locations may not be able to offer. People that work on shifts—maybe they’re nurses or they’re auto workers or they just don’t have the time in the regular business days to go visit a location. Convenience has been very paramount—and the service delivered through those locations. I think it has been a tremendous pilot program, but I can certainly offer my deputy to give you more specifics on the Staples pilot.

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The Chair (Mr. Lorne Coe)

Okay. Thank you, Minister. Deputy Minister, please, to the question.

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Ms. Samantha Poisson

Thank you. Building on what the minister has indicated, Staples offers accessible parking, longer hours—it’s very convenient—appointment booking, and it has been a well-utilized service. According to our statistics, there have been 670,000 transactions that have been processed by Staples Canada. As a ministry, we are continuing to evaluate Staples Canada in partnership, including performance and costs, and we will certainly be taking steps to ensure that there is ongoing service delivery in the nine communities that are served by Staples Canada stores.

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The Chair (Mr. Lorne Coe)

Thank you, Deputy. New question, please.

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Mrs. Karen McCrimmon

Thank you for that. That’s actually quite helpful. I know that when I looked at the numbers, the Staples deal actually cost $1.5 million more than the government estimated. Renewing the existing agreements with the previous vendors would have saved us about $800,000, so this is the more expensive option. What did the deal actually cost us? And did we have an open and fair competition, and will we?

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The Chair (Mr. Lorne Coe)

Minister, to the question, please. Thank you.

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Hon. Stephen Crawford

Thank you for the question on that. It should be noted that there are additional hours. When you look at cost, it’s not just a dollar value, but when you factor it over those additional hours, the cost is less. We need to be fully aware of that because the operating hours here are significantly more than a typical store. So when you factor that in, you’re in a much better position. I’ll pass it back to my deputy for more specifics.

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The Chair (Mr. Lorne Coe)

Thank you, Minister. Deputy Minister, please, to the question.

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Ms. Samantha Poisson

Thank you for the question. With respect to your question about procurement, at the time, in 2024, the expiring contracts in the service provider network presented an opportunity to reassess the type of ServiceOntario presence that is required based on each community’s needs, ensuring a sustainable presence and enabling the organization to really pivot to a ServiceOntario of tomorrow. In exploring potential partners, ServiceOntario completed consultations with potential retailers that have significant province-wide presence. Ministry officials assessed each potential partner against four criteria: customer service excellence, community presence, cost-effectiveness and scalability. ServiceOntario locations in Staples Canada were selected to meet the service standards for communities where existing service provider contracts were expiring. Service Canada offered convenient locations, ample parking, extended hours—as the minister has mentioned—and the ability to launch quickly, with no separate lease negotiations required.

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The Chair (Mr. Lorne Coe)

New question, please. Thank you.

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Mrs. Karen McCrimmon

Thank you for that. ServiceOntario funding is rising by $19.8 million this year. How many ServiceOntario locations will open, close or move, and will the ministry commit that no community loses in-person service without public consultation?

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The Chair (Mr. Lorne Coe)

Minister, to the question, please. Thank you.

Official source

Hon. Stephen Crawford

Thank you for the question. I appreciate your question on serving the people of Ontario. I think that’s what ServiceOntario does an absolutely terrific job of. We had 64.7 million annual transactions, so the volume that we’re talking about here is significant. Every single Ontarian touches ServiceOntario, whether digitally or in person. We’ve got 25 million online transactions, for example, in 2025. We have approximately 276 locations across Ontario in communities large and small. Some of these are run by our ministry. Some are, as we call it, in a box, where they’re mobile. Some of them are in partnership with municipalities, and some are in partnership with retailers. There’s always an ongoing number of contracts that are coming up for renewal. I can’t speak to the number, but I will get my deputy to go into the specifics in a moment. But there’s always ongoing—every year, there’s always going to be some locations that will be coming up for renewal. We always factor in community input. We factor in, obviously, the number of transactions that are done. Location is very important to us, because we want to ensure, as I’m sure you do, that service delivery to everybody in Ontario, wherever they may live and whatever their accessibility is, is a top priority. I’ll pass it to my deputy for some specifics on how that’s going.

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The Chair (Mr. Lorne Coe)

Deputy Minister, to the question, please.

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Ms. Samantha Poisson

Building on the minister’s response: ServiceOntario has a strong community presence with more than 270 ServiceOntario centres across Ontario, including two mobile centres. The government recognizes the importance of the in-person network and the people it serves, which is why ServiceOntario centres will continue to be available for those who want in-person services in communities across Ontario. The government’s effort to expand online is intended to make it easier for Ontarians. ServiceOntario’s online services are easy to use, fast and convenient. Many are available 24 hours a day, seven days a week. The products are mailed directly to customers if applicable. Customers renewing online will instantly be given a receipt as proof of purchase while the products arrive in the mail. Customers can also review the mail in some cases. We continue to provide our services in person, online, ensuring that citizens have a choice for what is most efficient and convenient for them.

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The Chair (Mr. Lorne Coe)

Thank you for that response. MPP McCrimmon, you have less than a minute left for your last question, please.

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Mrs. Karen McCrimmon

Okay. A quick question, then—and I’m back to the deputy minister, because it’s a detail question: What share of ServiceOntario transactions are still done in person? And what is the ministry doing to make sure that people who don’t have an online presence still have access throughout all of Ontario?

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Ms. Samantha Poisson

In terms of the breakdown of in-person transactions versus online: In 2025, our in-person network served over 12 million customers at the 270 service locations, and 25 million transactions were completed. We also handled over five million telephone calls for the over 100 government programs that we provide.

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The Chair (Mr. Lorne Coe)

Thank you, Deputy, for that response. MPP McCrimmon, that concludes the time for questions for the third party. We’ll now move to the government. MPP Allsopp, please, when you’re ready, sir.

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Mr. Tyler Allsopp

Thank you very much, Chair. I appreciate the opportunity. Thank you, Minister, for being here today as well as to all your staff for being here as well. We appreciate the opportunity to ask you some very important questions about the work that your ministry does. My question will be related to the Enhancing Digital Security and Trust Act. Minister, as you know, Ontarians are using online services more than ever before to access health care, education, government programs and other essential services. At the same time, cyber attacks are becoming more frequent and more sophisticated, with hospitals, schools and public institutions facing growing threats to the sensitive information that they hold. Parents are also increasingly concerned about how children’s information is being collected, used and protected in a rapidly changing digital landscape. Minister, can you tell the committee how the Enhancing Digital Security and Trust Act is helping strengthen protections for children’s personal information while also improving the ability of public institutions to prevent, prepare for and respond to cyber threats?

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The Chair (Mr. Lorne Coe)

Minister, to the question, please, sir.

Official source

Hon. Stephen Crawford

To the member, thank you for the question. I really appreciate that question; it’s a very good question. This is an issue that affects every single Ontarian who accesses public services today. Whether it’s a health card, a student record or a driver’s licence, people expect government to protect their information and keep pace with a rapidly evolving digital landscape. That’s exactly why our government introduced the Enhancing Digital Security and Trust Act, or EDSTA. The reality is that cyber threats are growing more sophisticated every year. Hospitals, schools, colleges, universities, children’s aid societies and other public institutions are managing vast amounts of sensitive information and are increasingly being targeted by cyber criminals. Ontario needed a modern framework that helps these organizations better prepare for, respond to and recover from cyber threats. Under EDSTA, new cyber security requirements came into force on July 1, 2026. These requirements help strengthen cyber readiness across the broader public sector by requiring organizations to establish cyber security programs, designate cyber security contacts, complete regular cyber maturity assessments and report critical cyber incidents. These measures create greater accountability, improved preparedness and support in a more coordinated response to cyber threats across Ontario. At the same time, EDSTA is helping strengthen protections for children. As technology becomes a bigger part of everyday life, parents deserve to know how their children’s personal information is being handled. That’s why a new regulation under EDSTA now requires Ontario school boards to notify parents, guardians or students aged 16 or 17 when personal information is being disclosed to third-party software providers. This provides greater transparency and helps families make informed decisions about the digital tools being used in educational settings. We’re backing this legislation with practical cross-sector investments. Our government invested up to $5 million to launch the Ontario Cyber Security Centre of Excellence, which supports small and mid-sized businesses to develop and adopt security solutions. We also maintain a Cyber Security Community of Practice that includes approximately 2,400 members and supports more than 1,000 participants through cyber security tabletop exercises designed to improve preparedness and incident-response capabilities. Within government, Ontario Cyber Security Operations Centre operates 24 hours a day, seven days a week, 365 days a year, forming the first line of defence against the 109 million cyber attacks Ontario faced and defeated in the last year alone. This work is delivered through the enterprise information technology services program, which has a 2026-27 operating allocation of approximately $174 million, funding that directly supports stronger infrastructure, cyber risk management and the protection of government systems and data. The goal of EDSTA, alongside our targeted investments, is simple: Protect the information and infrastructure assets of the people of Ontario, strengthen public trust, support responsible innovation and make sure public institutions have the tools they need to operate safely and securely.

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The Chair (Mr. Lorne Coe)

Thank you, Minister, for that response. New question: MPP Ciriello.

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MPP Monica Ciriello

Thank you, Minister, for being here today, and to the entire team. We are so happy to have you in this ministry and weathering us through some pretty tough economic times. I know we welcomed you to Hamilton not too long ago and we certainly saw your advocacy on the ground. Hamilton is a city that is being hit with the US tariffs, and that’s where I’m going to focus my question. We know Ontario workers and businesses continue to face significant economic uncertainty due to US tariffs and growing trade pressures. During challenging times like these, it’s never been more important to support local businesses, strengthen domestic supply chains and ensure that public dollars are helping create jobs right here at home. Can you explain how the Buy Ontario Act is helping the province’s purchasing power to support Ontario workers, protect local businesses and strengthen Ontario’s economic alliance?

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The Chair (Mr. Lorne Coe)

Thank you for that question. Minister Crawford, please.

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Hon. Stephen Crawford

Chair, through you to the member: I enjoyed my time in Hamilton. It was great to see these innovative Ontario companies that really want an opportunity. It’s important that we as a government put them on the shelf and give them some awareness into the marketplace. It’s critically important. The Buy Ontario Act is very important. This goes really right to the heart of what Ontarians expect from their government right now. Families, workers and businesses across Ontario are facing unprecedented economic pressure as a result of US tariffs and global economic uncertainty. At a time like this, Ontarians expect their government to stand up for local jobs, local businesses and local supply chains. That is exactly what we are doing. The reality is that the public sector spends approximately $30 billion every year on goods and services. Our government believes that whenever possible, these procurement dollars should be supporting Ontario workers, Ontario businesses and Ontario communities. That is why we introduced the Buy Ontario Act, 2025, and implemented the Buy Ontario procurement directive. Together, these measures provide Ontario with a strong framework to prioritize Ontario and Canadian goods and services while strengthening supply chains and helping protect our economy from external pressures. The Buy Ontario framework is already delivering results. Today, approximately 89% of vendors on Supply Ontario’s vendor of record arrangements are Ontario-based, while 97% are Canadian-based. Those are public procurement dollars supporting jobs and businesses here at home. Our government has also restricted US businesses’ access to approximately $30 billion in annual public sector procurement opportunities while tariffs remain in place. At the same time, we have leveraged government purchasing power to create more opportunities for Ontario and Canadian businesses to do business with government. We’re seeing strong results through Supply Ontario, which now manages approximately $7.4 billion in contracts across government and has awarded 98% of strategic inventory contracts to Ontario firms. Those contracts are strengthening local supply chains while supporting local businesses and workers. The Buy Ontario Act is about building long-term resilience. Over the last several years, we’ve all seen the consequences of supply chain disruptions. Whether it was medical supplies, critical infrastructure components or everyday consumer products, jurisdictions that relied too heavily on international supply chains faced significant challenges. Buy Ontario helps ensure more of those products and services government depends on can be secured closer to home. Ultimately, our goal is simple: Keep public dollars working here in Ontario, support good-paying jobs, strengthen local supply chains and build a stronger, more resilient economy for future generations. That’s exactly what Buy Ontario is helping us to achieve. Thank you very much for the question.

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MPP Monica Ciriello

Thank you.

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The Chair (Mr. Lorne Coe)

Thank you, Minister. New question, please. MPP Darouze, when you’re ready, sir.

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MPP George Darouze

Thank you, Chair, and through you, also, I want to thank the minister and deputy minister and the team for being here this morning to deliver the estimates. But also, on a personal note, I want to thank you. I can relate to the Buy Ontario Act first-hand. You came to our riding, to Ottawa, and especially my riding, and we discussed it with our stakeholders. I appreciate everything you’ve done so far to protect our communities and our sector. Minister, I’m going to gear up to: So many families in my riding especially, in Carleton, know the frustration of logging on to buy concert or sporting event tickets only to find they have already been scooped up by resellers and listed at significantly higher prices. Too often, fans have felt priced out of events because of unfair resale practices and ticket scalping. What steps has your government taken through the Ticket Sales Act to protect consumers, improve transparency and help ensure fans not only in Carleton but in Ontario have a fair opportunity to purchase tickets at a reasonable price?

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