Ontario has expanded Student and Family Support Offices to all 72 school boards across the province, creating a standardized channel for parents and families to escalate education-related concerns and seek assistance when issues cannot be resolved at the school level.
The province said the offices are now operating across Ontario as part of a broader effort to increase school board accountability, improve communication with families and strengthen student outcomes. Parents can find contact information for their board’s Student and Family Support Office on the board’s main website.
Ontario Sets Response Timelines for Family Concerns
Student and Family Support Offices are intended to handle concerns requiring further attention after parents have initially engaged with their child’s teacher and principal.
Under the province’s framework, offices are expected to acknowledge family inquiries within two business days and aim to provide an answer within five business days. Responses must be clearly written, easily understood and contain relevant and accurate information addressing the specific concern.
“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.”
Province to Track Concerns Across School Boards
The Ministry of Education plans to regularly collect information from all 72 school boards about concerns submitted through the offices. The province said the data will help identify patterns and trends and potentially highlight areas where education processes and family supports can be improved.
The province has already tested the approach at supervised school boards. According to the government, 95 per cent of family inquiries at those boards were acknowledged within two business days, while nearly 90 per cent received a response within five business days or were given an estimated response date for more complex cases.
The experience helped shape the province-wide rollout.
“The Student and Family Support Office builds on the exceptional work already taking place in our schools to support students and families. It provides an additional pathway for families seeking guidance, advocacy or support, while keeping student well-being, achievement and success at the heart of everything we do. Using Case IQ, we can efficiently track and report on trends and supports, helping us strengthen services and respond effectively to the needs of our school communities,” said Adele Filice, Superintendent of Education, Hamilton-Wentworth Catholic District School Board.
School Boards Highlight Communication and Accountability
Education officials said the offices are designed to complement existing processes rather than replace communication between families, teachers and principals.
“At the heart of Catholic education is the belief that parents are the first and most important educators of their children. The Student and Family Support Office reflects our commitment to working alongside families by providing another way to access support, strengthen connections and ensure every student is empowered to reach their God-given potential.”
– David Hansen
Chief Executive Officer (CEO)/Chief Education Officer (CEdO), Hamilton-Wentworth Catholic District School Board
Stacey Kay, Chief Executive Officer of the Ottawa-Carleton District School Board, said the office is intended to strengthen relationships between schools and families.
“The launch of our Student and Family Support Office has been a pivotal step in strengthening the vital connection between our schools and families. By streamlining how we respond to inquiries and concerns, we are ensuring that every student and family feels heard and supported. This office is not just about resolving issues—it’s about fostering a culture of trust and transparency that directly contributes to student achievement and well-being across the Ottawa-Carleton District School Board.”
Education Funding Reaches $30.6 Billion
The initiative comes as Ontario reports $30.6 billion in Core Education Funding for the 2026-27 school year. The government is also introducing curriculum changes, classroom resources, stronger attendance and assessment expectations, and additional tools supporting mathematics and financial literacy.
“Since we opened our Student and Family Support Office in January, it has helped build on our existing processes to make it easy for families to get the guidance and support they need. Families have a clear place to turn when they have questions or concerns with established timelines, so they know what to expect along the way.”
– Dr. Brendan Browne
Chief Executive Officer (CEO), Toronto Catholic District School Board
Near North District School Board CEO and Chief Education Officer Jay MacJanet said the model gives boards another opportunity to work directly with families.
“The Student and Family Support Office provides an important opportunity for us to listen to parents and guardians, have meaningful conversations, answer questions and work through concerns together. We understand that when families reach out, they are advocating for what is best for their child, and we are committed to listening, responding respectfully and working collaboratively to help address concerns and find solutions. While we may not always have an immediate answer, we will make every effort to understand concerns and help move things forward. By working together, families, schools and the Board can create the strongest possible conditions for students to learn, grow and succeed.”
The province said the expansion forms part of its wider effort to strengthen public confidence in Ontario’s publicly funded education system while directing school boards toward accountability, family support and improved student achievement.