The Ontario government has expanded access to Student and Family Support Offices so that every one of the province’s 72 school boards now has a dedicated office to assist families with questions and concerns about their child’s education.
What the offices will do
Announced Sept. 1 in Hamilton, the move is presented by the government as part of a broader effort to increase accountability across school boards and to focus on student achievement. The offices are intended to offer families an additional route to seek help when issues extend beyond initial conversations with a child’s teacher or principal, or when they need support navigating complex matters.
"Parents should have a clear and consistent way to raise concerns and get answers when it comes to their child’s education," said Paul Calandra, Minister of Education. "We are strengthening accountability across our school boards and making sure families can get the support they need when they need it. Everything we are doing is focused on improving student achievement and ensuring every student has the opportunity to succeed."
Response standards and what families can expect
The government says the offices will streamline how boards respond to parents by setting clear timelines:
- Acknowledgement of inquiries within two business days.
- Aiming to provide a substantive response within five business days.
School boards are also expected to ensure replies are presented in clear, accessible language and include relevant, accurate information tailored to the specific inquiry.
| Service standard | Target |
|---|---|
| Acknowledgement | 2 business days |
| Substantive response | 5 business days |
How to find the office
Parents can locate contact information for their local Student and Family Support Office via their school board’s main website. The province frames the offices as an additional option alongside existing school-based communications, not as a replacement for teacher or principal engagement.
What this means locally
For families, the new offices should offer a clearly identified pathway for escalations and help demystify where to turn when an issue is not resolved at the school level. For boards, the expectations create a standardised timeline for responses that could make processes more consistent across districts.
How the new offices operate in practice — including whether boards have sufficient staffing and training to meet the stated timelines and the extent to which responses will address systemic issues — will be matters to watch as the policy is implemented.
Parents seeking support should check their school board’s website for the Student and Family Support Office contact details and may wish to document initial communications with teachers and principals before escalating to the board-level office.
If timelines are not met, families can raise the matter with their local office and inquire about next steps or further escalation within the board.
Implementation and outcomes will determine whether the offices provide faster, more consistent service to families and contribute to the province’s stated goal of improved student achievement.
