We assess whether the complaint involves a civil liberties issue. Traditionally, civil liberties issues focus on the relationship between the state and the citizen. However, we also assist persons with complaints against private organizations. In our modern world, institutions such as our employers, the media and volunteer organizations can have a significant impact on our lives, in ways that mirror the problems that arise between the state and the citizenry.

If the complaint does not involve a civil liberties issue, we refer the person to another agency that deals with the issue, for example the provincial Office of the Ombudsman or the Privacy Commissioner. Where no such agency exists, we offer practical information about ways in which the complainant may be able to resolve the issue.

Even if the complaint raises a civil liberties issue, if another agency is equipped to handle the complaint, we normally refer the person to that agency.

If a complaint does raise a civil liberties issue, we look to see whether it involves possible changes to a law or policy. If not, we usually refer the person to a legal advice service. Concentrating our efforts on addressing laws or policies allows us to maximize the effect of our limited resources. One notable exception to this guideline is providing assistance to members of the public regarding police complaints.

Finally, where considerable resources will be required to address the issue, we assess the likelihood
of success of our efforts. If it is not likely that we will succeed in challenging the law or we would need to dedicate many resources to the issue, we are sometimes forced to reject the complaint.