2024 Animal Welfare Services Annual Report

Message from the Solicitor General

Ontario is a national leader in the protection of animals. This report reflects our progress, but more importantly, it reaffirms our promise that cruelty to animals will not be tolerated in Ontario, now or ever.

Our dedication to protecting animals is showcased in the concrete actions taken this past year. In June 2024, Ontario passed Bill 159: Preventing Unethical Puppy Sales Act, 2024 (PUPS Act), which amended the Provincial Animal Welfare Services Act, 2019 (PAWS Act) to help stop unethical dog breeding operations, often known as puppy mills, and the horrific distress and harm that results from them. The PUPS Act also gives the courts the tools needed to penalize bad actors.

However, it is the people on the ground, our frontline staff, who bring these laws to life. I am thankful for the work that our animal welfare inspectors do each and every day to make sure our animals are protected and treated in a humane manner. I would also like to thank our partners, stakeholders and the people of Ontario who report incidents of abuse and neglect as well as promote animal welfare.

Together, we are building a province where compassion and accountability guide our actions. Every animal deserves protection, and every act of cruelty must be met with justice.

As we move forward, the Ontario government’s position remains unwavering. We will uphold the highest standards of animal welfare and make sure that Ontario is a place where all animals are treated with dignity and care.

Signed in original

Michael Kerzner
Solicitor General

Message from the Chief Animal Welfare Inspector

As we reflect on the work of Animal Welfare Services (AWS) over the past year, we celebrate growth, resilience and innovation. In 2024, AWS inspectors responded to 18 per cent more calls than the previous year with unwavering dedication, professionalism and respect. Our team is equipped with the knowledge and tools to provide accessible customer service that meets both individual and regional needs across the province.

AWS attracts top talent and ensures that inspectors have the required resources and training to excel in their work. We engage with the public through outreach and education to raise awareness that animal welfare is everyone’s responsibility. We work closely with our partners and stakeholders because we recognize the value of those relationships and their direct contribution to AWS’ success. The AWS team not only has extensive knowledge and experience but is also deeply passionate about animals.

The public continues to demonstrate a strong interest in animal welfare and our work, often wanting to learn more about specific enforcement and compliance action. AWS is committed to providing transparency and accountability, while balancing our obligation to due process, procedural fairness, and personal privacy which underpin our ability to effectively carry out our mandate. That is why we continue to take significant steps to proactively disclose information about our activities and actions, including the release of the AWS Annual Report and the proactive sharing of information about high-profile cases through public bulletins and news releases.

We will continue to apply our experience to enhance how we work in supporting communities so that we can proudly share our successes in promoting the welfare of animals across Ontario.

Signed in original

Melanie Milczynski
Chief Animal Welfare Inspector

About AWS

AWS is a division of the Ministry of the Solicitor General that is led by the Chief Animal Welfare Inspector of Ontario (CAWI). It is responsible for enforcing the PAWS Act.

Ontario’s provincial animal welfare system seeks to:

• strengthen animal welfare
• enable effective and efficient enforcement
• build public trust by being responsive, accountable and transparent

AWS conducts inspections and investigations in response to complaints from the public, stakeholders and other regulatory bodies. Over 100 provincial animal welfare inspectors are located across the province with expertise in various areas such as companion animals, livestock, equines and exotic species. Animal welfare inspectors are authorized peace officers and designated as provincial offences officers under the Provincial Offences Act.

Inspectors utilize compliance and enforcement tools in a manner that is fair, transparent, progressive and proportional to the circumstance. AWS also conducts proactive regulatory compliance inspections of facilities throughout Ontario that are used for commercial, educational, entertainment and charitable purposes such as zoos, aquariums, pet stores and petting farms. AWS encourages compliance with the PAWS Act by raising public and stakeholder awareness through various outreach and education initiatives.

To support frontline inspectors and effectively deliver its mandate, AWS also has specialized teams that provide critical services including:

• call triage and dispatch
• coordination of care for animals in the ministry’s custody including medical care, shelter and boarding and the transfer of animals for adoption
• veterinary care
• data management and analysis
• governance and oversight including operating procedures, policies and guidelines

All calls to AWS regarding animals in distress or being neglected are made through the Ontario Animal Protection Call Centre (OAPCC) at 1-833-9-ANIMAL(26-4625). Reporting to the call centre ensures prompt and appropriate triaging.

For additional information on how and when to contact Animal Welfare Services, please visit ontario.ca/animalwelfare.

Strengthening animal welfare

PAWS Act compliance and enforcement: facts and figures

In 2024, AWS conducted 18 per cent more inspections and investigations than the previous year, resulting in more compliance and enforcement actions being taken.

Note: Not all matters reported to the OAPCC fall within AWS’ regulatory mandate and are triaged to the appropriate jurisdictional body when necessary. For example, some calls may be triaged to the police service of jurisdiction or municipal by-law enforcement.

Inspections and investigations by animal type:

Appeals & Applications

The Animal Care Review Board (ACRB) is an independent, quasi-judicial agency. The ACRB resolves disputes and conducts hearings regarding animal welfare issues under the PAWS Act. An owner or custodian of an animal may appeal orders, notices of removal, notices that a decision has been made to keep or take an animal in care and statements of account for costs associated with relieving an animal of distress, such as food, transportation, veterinary care or sheltering. The ACRB also hears applications to revoke orders and return animals that have been kept or taken into care. Decisions issued by AWS were upheld in over 95 per cent of all cases brought before the ACRB in 2024. Decisions of the ACRB are posted on the Canadian Legal Information Institute (CanLII) website.

Charges and Prosecutions

Charges under the PAWS Act are prosecuted in accordance with the Provincial Offences Act. Beginning in 2024, select data on charges and fines under the PAWS Act is now available on the Ontario Court of Justice website. Notable convictions in 2024 included monetary penalties exceeding $40,000 and lifetime bans on animal ownership.

Spotlight: First PUPS Act convictions

Work by AWS inspectors in 2024 led to the first convictions under the new puppy mill provisions in the PAWS Act. On January 8, 2025, two individuals pled guilty to the following four offences under the PAWS Act:

• fail to comply with Section 23.2(2) - Operate a puppy mill (two counts)
• Section 15(2) - Permit distress
• Section 30(4) - Fail to comply with an order

One individual was fined a total of $5,000, exclusive of the Victim Fine Surcharge and was ordered to pay restitution of $11,486.66 for the cost of providing food, treatment and care for the dogs that were impacted by the offences.

The court also issued the following orders for both individuals:

• lifetime ban on breeding or selling puppies and operating a kennel in Ontario
• prohibition from owning any domestic animal for one year

Following the one-year animal prohibition, the following conditions were imposed:

• own a maximum of two dogs
• dogs must be licensed, spayed or neutered, and reside indoors
• notify an animal welfare inspector of the number of animals, gender, breed, size and physical descriptors and proof of spay or neuter of each animal
• permit random checks by an animal welfare inspector to determine the health of animals and must permit access to their property and residence to facilitate these checks

Local media reported on this case. The high interest generated by this case built further awareness of the new PUPS Act and highlighted the potential ramifications should someone contravene the puppy mill provisions in the PAWS Act.

Spotlight: Specialized expertise leads to PAWS Act conviction

The AWS inspectorate includes individuals with specialized knowledge in a wide variety of animal species. This was especially important when responding to a call that resulted in the removal of over 75 reptiles that were living without basic necessities, in unsanitary conditions, with many of the reptiles sick. The expertise of AWS inspectors allowed for a quick and effective response, including educating the owners on the standards of care and ensuring the safe handling and transportation of the reptiles.

To facilitate this removal, inspectors utilized specialized tools to ensure the safety and wellbeing of all people and animals involved. AWS laid charges against the animal owners and identified a rescue organization that was able to provide the appropriate care. The resulting penalties for the owners included a $6,000 fine and a lifetime prohibition on owning or having care or custody of animals.

Spotlight: AWS innovation in response to canine parvovirus

In December 2024, AWS became aware of multiple sick and deceased dogs in the Windsor area due to an outbreak of canine parvovirus. Parvovirus is a preventable virus with the administration of a vaccine that is recommended in Ontario. Without proper treatment, parvovirus can be deadly to animals. 

Rather than responding reactively through intervention and enforcement, AWS adopted a preventative approach through community outreach to increase awareness about the importance of vaccinations for animal health. To support the local community, four vaccine clinics were held in collaboration with the Hamilton Burlington SPCA, Toronto Humane Society, Windsor Essex County Humane Society and Windsor Essex Community Housing Corporation. Approximately 209 vaccines were administered at these clinics.

While several dogs were still impacted by the disease, AWS’ early intervention and collaboration with partners was a success. It resulted in a number of cases stabilizing, several animals being returned to their owners following successful treatment and the lives of a significant number of dogs being protected. This approach also highlighted the critical relationships that AWS has established with various partners which enabled the mobilization of resources across multiple regions within critical timelines.

Spotlight: Education through specialized inspections

The Specialized Compliance Unit (SCU) at AWS conducts proactive inspections at various facilities such as pet stores and zoological facilities throughout Ontario that are used for commercial, educational, entertainment and charitable purposes. In 2024, the SCU conducted 228 inspections.

During one inspection in 2024 at a well-managed petting zoo, an AWS inspector identified a health concern in a goat that, if unaddressed, could have led to significant medical complications. This resulted in the facility taking swift action to make sure the goat received the care it needed and worked with a veterinarian to develop a preventative care plan to proactively manage the health of their animals going forward. This progress reflects a growing culture of continuous improvement and industry-wide learning, directly influenced by the efforts of SCU inspectors and the positive impact of proactive inspections.

Establishing a calibrated and dedicated team for these inspections not only ensures that AWS can address any non-compliance issues at each facility that it inspects, but it also empowers inspectors to gain a comprehensive overview of sector-wide activities and trends.

Spotlight: AWS major investigation into dog boarding operation

The AWS Major Investigations Management (MIM) team leads cases that involve the most serious alleged contraventions of the PAWS Act. After being made aware of an incident in southern Ontario related to the death of a dog at an animal boarding service, AWS launched a major investigation that involved over 78 interviews and crossed international borders. This resulted in 96 charges under the PAWS Act related to the distress and death of dogs.

The MIM team consists of compliance and enforcement professionals with expertise in investigations, inspections, and major case management. It also provides guidance and support to other AWS members in applying effective investigation methods. In 2024, the MIM team supported over 90 investigations and reviewed 123 warrants.

Enabling effective and efficient enforcement

Collaboration with police services

AWS continues to work in partnership with municipal and First Nations police services, and the OPP to support joint efforts in enforcing the PAWS Act and supporting animal welfare. Close collaboration with policing bodies is critical to ensuring animal welfare concerns can be identified early and responded to quickly. Police and First Nations officers have authority under section 60 of the PAWS Act to exercise the powers of an animal welfare inspector in relation to animals in distress and the investigation of offences. In 2024, AWS in collaboration with its partners at the Ontario Police College, introduced animal welfare education to the basic constable training curriculum. Going forward, all new police recruits in Ontario will be trained in animal welfare, including how to identify and respond to animals in distress.

Engagement with commodity groups

Commodity groups represent and advocate on behalf of agricultural commodity producers and play an important role in promoting animal welfare in the agricultural sector. Throughout 2024, AWS met with commodity group representatives to foster positive relationships and discuss common priorities through open and direct dialogue. AWS also engaged with the agricultural sector at various events and meetings, including the Ontario Pork Congress and the Ontario Livestock and Poultry Council where AWS shared data and information relevant to the agricultural sector.

To further promote cooperation, in 2024, AWS established a memorandum of understanding with the Chicken Farmers of Ontario and added an addendum to the memorandum of understanding with the Ontario Sheep Farmers. The memoranda of understanding previously established with Beef Farmers of Ontario, Dairy Farmers of Ontario and Ontario Pork continued to be utilized. The memoranda of understanding facilitate information sharing, specialized training for AWS inspectors and support from commodity groups during AWS inspections for technical expertise. AWS continues to seek out opportunities to improve collaboration and information sharing with commodity groups and the agricultural community.

Animal disease response and prevention

AWS inspectors implement rigorous risk-based biosecurity measures when conducting inspections and investigations to prioritize the health and safety of staff and animals. Inspectors use appropriate protective gear and apply proper washing and sanitization procedures for disinfecting equipment. They utilize biohazardous cleaning services for vehicles and equipment to prevent contamination and exposure to hazards during their work.

Animal disease response planning continued to be a priority for AWS in 2024 with a focus on African swine fever (ASF) and avian diseases, including highly pathogenic avian influenza (HPAI) and provincial reportable diseases such as fowl cholera and infectious laryngotracheitis in poultry. AWS staff are trained on ASF and AWS’ response plans in preparation for a potential outbreak of ASF in Ontario. AWS developed resources to help inspectors identify disease in small flocks of poultry and take appropriate action when handling small flocks of poultry.

Preventive health care practices are also important for AWS, particularly for the animals that come into the ministry’s custody and are housed in sheltering facilities. AWS equipped inspectors with resources to ensure that animals in the ministry’s custody receive regular, species appropriate, preventive care. This includes the diligent administration of core vaccinations, parasite prevention and control treatments. Animals that do not receive basic preventive health care have an increased risk of introducing, contracting and transmitting pathogens and parasites throughout the shelter in which they are housed, resulting in risk to both animal and human health.

Building public trust

AWS public complaint process

AWS is committed to service delivery excellence and performing activities in a professional manner consistent with the requirements set out in the PAWS Act and the Code of Conduct Regulation, O. Reg. 445/19. If someone has a complaint about an inspector’s conduct and believes an inspector has contravened O. Reg. 445/19, they are encouraged to complete the complaint form that is available on the central forms repository.

The CAWI reviews each complaint and determines whether there is cause for it to be investigated pursuant to section 11 of the PAWS Act. AWS established an internal service standard for sending a response within 15 business days of receipt to advise whether the complaint has been accepted. In 2024, 22 of 24 complaints received a response within 15 business days. The complaints that were not responded to within 15 days were received by mail, not the online form, leading to additional processing time.

Bill 159, PUPS Act

On June 6, 2024, Bill 159, the PUPS Act, received Royal Assent and was passed into law. Bill 159 included amendments to the PAWS Act to help deter unethical dog breeding operations, often referred to as puppy mills, and improve the health and welfare of dogs bred in Ontario.

AWS has a robust training program through which staff receive essential and mandatory training required for their role and continuous learning and training to ensure their skills and knowledge remain current. Training on the new PUPS Act requirements was provided to AWS inspectors so that they could quickly operationalize the new requirements and respond diligently to complaints about unethical dog breeding operations.

Development of AWS shelter standards

AWS works with various stakeholders to secure temporary housing for animals that have been removed and are in the ministry’s custody. Temporary housing may be secured at humane societies, non-profit sanctuaries and private sector operators such as kennels or farms.

In 2024, AWS developed draft shelter standards that, once finalized, would apply to all sheltering facilities that provide temporary housing for animals in the ministry’s custody. The shelter standards establish basic provisions for animal care and facility management for sheltering providers housing animals in the ministry’s custody, to ensure animal welfare needs are met.

The draft shelter standards were developed using established guidelines, standards, and frameworks by internationally recognized associations and organizations, as well as other technical resources, as guiding principles. AWS consulted with individuals who had the requisite expertise, including veterinary professionals. Additionally, the shelter standards were posted on the Ontario Regulatory Registry for stakeholder and public feedback.

Outreach and education

Outreach and education are critical tools to encourage knowledge and compliance with the PAWS Act. To achieve this, AWS has developed resource material that is available digitally in 13 international languages and three Indigenous languages to ensure that individuals can access the information in a way that suits their preferences and needs. The material is available upon request by emailing AWS at animalwelfareservices@ontario.ca.

In 2024, AWS participated in 41 events including stakeholder and industry conferences and community events, reaching over 5,400 people.

Enhanced public communication

In 2024, AWS made significant strides to communicate more effectively and share information more broadly with the public. To enhance transparency, strengthen public confidence in the administration of AWS’ mandate, and promote compliance with the PAWS Act, AWS released its first annual report. The 2023 Animal Welfare Services Annual Report provided an opportunity to share insights about the operations of AWS, highlight AWS’ successes, and proactively share compliance and enforcement statistics. The report also established a foundation for AWS to continue to demonstrate progress and report on its activities annually.

AWS also began issuing news bulletins to highlight charges and convictions under the PAWS Act. The first bulletin was related to 96 charges for offences under the PAWS Act stemming from concerns about the care of dogs at a boarding service in Hamilton. This case garnered high public interest and communicating the outcome of the investigation was an important milestone for AWS.

AWS is committed to continuing this practice of sharing information about its operations through subsequent annual reports and public communications on key cases.

Acknowledgements

AWS would like to express sincere gratitude to our partners, stakeholders and Ontarians for their commitment to animal well-being, for reporting animal welfare concerns and collaborating with us to achieve best outcomes. AWS receives concerns from many individuals and works with various organizations to achieve the accomplishments outlined in this report. Their contributions towards animal welfare are invaluable.

Contact Us

To send any general questions or comments about animal welfare, please contact: animalwelfareservices@ontario.ca.

Important: Do not submit animal-related complaints or concerns to this email address. Please call 1-833-9-ANIMAL(26-4625) if you believe an animal is in distress or being neglected.