Customer Alert: IT System Upgrade’s Impact on Service, Response Times

Posted On Wednesday February 02, 2022

Following our January 17, 2022 communication on TSSA’s implementation of an upgraded IT solution to modernize our services, this customer alert outlines the affected services from February 18 to March 1, 2022.

To facilitate the processing of requests or applications, we encourage customers of all programs (Fuels, Elevating and Amusement Devices, Ski Lifts, Boilers and Pressure Vessels (BPV), and Operating Engineers) to submit requests or applications before February 9, 2022 or after March 1, 2022. This will spread out the volume of submissions that TSSA receives during the blackout period and make the transition to the new IT solution smoother.

We seek your understanding and patience during this transition as we make necessary improvements to TSSA’s systems that will ultimately make it easier to access our services.

The table below lists the affected services from February 18 to March 1, 2022:

Service	Impact
Customer Service Centre	Customers are encouraged to limit their requests for non-urgent services and support until regular operations resume on March 1, 2022. TSSA will not be able to receive and respond to emails sent to Customer Services at customerservices@tssa.org during this time. The following applications can still be submitted: Licensing renewals and applications: intake@tssa.org BPV Engineering applications: bpv_registrations@tssa.org Fuels Safety (FS) Engineering: FSSubmissions@tssa.org EDAD Engineering: EDdesignsubmittal@tssa.org BPV Portal and ROI Inquiries: bpv_inquiries@tssa.org If you require immediate assistance, please call Customer Services at 1-877-682-8772.
Payments	Credit card payments for invoiced services can be made through the online payment portal or through Customer Services by phone during the blackout period. Credit card receipts can be issued at the time when the payment is processed. Customers who require an official TSSA receipt will be issued one after March 1. Payments accepted between February 18 and 28 will be applied to customer accounts after March 1. Payments for authorizations will be accepted during the blackout period; authorizations will be issued after March 1.
Invoices	Invoices for services between February 18 and March 1 will be issued after March 1. Invoicing across programs after March 1 might be delayed. Fuels customers will receive invoices in a new format starting March 1. For customers who have signed up for consolidated invoicing, this service will be available for Fuels, Boilers and Pressure Vessels, and Operating Engineers after March 1. Invoices for Elevating and Amusement Devices and Ski Lift will be issued separately from Fuels and BPV devices.
Request for Public Information	Requests opened before the blackout period will be processed during the blackout period. Requests for public information received after February 18 will be processed after March 1. Turnaround time will be delayed beyond the targeted 30 days.
New Account or Updates to Account Information	From February 18 to March 1: New accounts cannot be created. Account information (for example, address change, change of device ownership, etc.) cannot be updated.
Engineering Services	Engineering customers can anticipate longer response times during the blackout period due to manual data-entry processes. TSSA will continue to respond to calls and incoming enquiries.
Inspection Services	Scheduled inspections will continue as planned across programs. For Fuels, Elevating Device, Amusement Devices and Ski customers who need to change scheduled inspections during this transition, you should contact your inspector. For BPV inspection requests, please contact Workforce Planning at 1-833-WFP-TSSA or inspectionscheduling@tssa.org. For emergency inspections, please call your local inspector.
Inspection Reports	Customers across programs may receive a temporary inspection report during the blackout period. Regular inspection reports will follow after March 1.
Boilers and Pressure Vessels Certificate of Inspection (BPV COI)	From February 18 and March 1: Certificates of Inspection will not be issued. Changes to address or technical object data cannot be processed between February 18 and March 1.
Boilers and Pressure Vessels Certificate of Inspection (BPV COI) Portal	As the BPV COI portal will not be available to insurers, inspection agencies or owners during the blackout period, the following services will not be available: Changes to address or technical object data cannot be processed between February 18 to March 1. Records of Inspection for boilers and pressure vessels cannot be accepted between February 18 to March 1. Insurer cancellation requests cannot be processed during the blackout period.
Licenses, Certificates and Other Items Mailed Out by TSSA	Mailings of licenses, certificates and other items will resume on March 1.
Exam Results/ Individual Authorizations	Exam results and individual certificates (authorizations) will not be officially issued between February 18 and March 1. Note: Exam scheduling activities and marking will continue, and candidates will be notified via email of results

TSSA is continuing to implement OASIS as part of our transformation to an Outcome-Based Regulator. The new IT solution will improve core functions, enable better data quality and make it easier for customers to access TSSA’s services.

About TSSA

Throughout Ontario, the Technical Standards and Safety Authority (TSSA) enforces provincial safety regulations and enhances public safety. TSSA regulates the safety of amusement devices, boilers and pressure vessels, elevating devices, fuels, operating engineers, and ski lifts. Its range of safety services includes public education, certification, licensing and registration, engineering design review, inspections, investigations, safety management consultation, compliance support, enforcement and prosecution activities.

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