Ombudsman

Meet TSSA's Ombudsman

Sandra Cooke is the TSSA's first Ombudsman, an internal role that was established in July 2013.

Since joining TSSA in 1999, she has held a variety of managerial roles in operations, fuels safety engineering and compliance, and business development. Her experience prior to TSSA includes roles at Ontario Hydro, a gas appliance manufacturer, and a certification agency.

Sandra is an Ontario Professional Engineer with a master’s degree and Bachelor of Applied Science in engineering from the University of Toronto. She is a member of the International Ombudsman Association (IOA) and an IOA-certified Organizational Ombudsman Practitioner.

Sandra can be contacted through the following:

Sandra Cooke, P. Eng.

ombudsoffice@tssa.org 

Tel - 416-734-3542

Whistle Blowing Service

The Technical Standards and Safety Authority's (TSSA's) goal is to ensure that all staff observe the highest standard of ethics in the conduct of their duties and responsibilities. TSSA employees shall fulfil their roles with honesty and integrity. All persons at TSSA are bound by the company's Code of Conduct Policy and must comply with all applicable laws and regulations. If you (a TSSA employee, regulated party or member of the public) suspect unethical, inappropriate or unlawful behaviour, you can communicate anonymously to a third-party whistle blowing service.

PHONE:
North America Call Toll Free:
1-866-921-6714

EMAIL:
tssa@integritycounts.ca

ONLINE:
www.integritycounts.ca/org/tssa

Ombudsman FAQ 

What makes the Ombudsman unique to other TSSA functions?

The TSSA Ombudsman role is that of an independent, neutral, informal and confidential resource and serves as a supplement to TSSA's formal channels in which to raise and discuss concerns, suggestions or issues.

Is the Ombudsman a part of the TSSA management structure?

The Ombudsman function is independent of existing TSSA processes and structures, including its management. The Ombudsman reports to the Vice President and General Counsel, and while independent, it does have the support of and access to all levels of the organization.

Whose side is the Ombudsman on?

The Ombudsman does not advocate for anyone. The Ombudsman's interest is in ensuring a process characterized by fairness and transparency, and advocates only for those interests.

Is contacting the TSSA Ombudsman the same as giving TSSA notice of issues?

No. Contacting the Ombudsman is not the same as reporting an issue to the organization, and does not give TSSA formal notice of issues or claims. Informality is a key element of the Ombudsman function. The Ombudsman can and will refer those wishing to place TSSA on notice to the appropriate parties, including the Statutory Directors among others.

Who will be privy to my inquiry, etc.?

No one. Those who contact the Ombudsman do so with the assurance of strict confidentiality. The Ombudsman Office will not keep permanent records of specific, confidential communication.

Do I have to identify myself?

No. Those who contact the Ombudsman may do so anonymously, however, doing so may present certain limitations on the Ombudsman's ability to be of assistance.

Are there guidelines that the Ombudsman must follow?

TSSA's Ombudsman adheres to the International Ombudsman Association's (IOA) Standards of Practice and Code of Ethics (SOPCOE).

What can the Ombudsman do?

The TSSA Ombudsman is able to:

• Consider and address matters that come to his/her attention without a specific complaint.
• Make recommendations to manage problems or improve procedures or policies.
• Discontinue providing service from any situation, at any time, at his/her sole discretion, if it becomes apparent that the stakeholder is not acting in good faith, or not abiding by the tenets of the Ombudsman Office.
• Take action without stakeholder or respondent consent if the situation is determined to present an imminent risk of serious harm to people or property.

What can't the Ombudsman do?

The TSSA Ombudsman is not permitted to:

• Ask a department, employee or individual to breach stakeholder or respondent confidentiality.
• Accept notice against TSSA or its personnel.
• Participate in or conduct formal investigation.
• Make or set aside TSSA policy.
• Overrule a statutory director.
• Overrule inspection orders.
• Provide legal advice.
• Advocate or adjudicate for any employee, stakeholder or TSSA.
• Disclose confidential communications without permission or appear in any formal proceeding inside or outside TSSA.

When is the best time to contact the Ombudsman?

Engaging the Ombudsman early in the life cycle of a situation or concern will usually allow for a greater range of options. The Ombudsman is available to meet with stakeholders in person or over the phone (at a mutually acceptable time, during or after hours), or via email.

What can I expect after I've initiated contact with the Ombudsman?

The process is informal and strictly confidential. The Ombudsman will listen, and if the stakeholder wishes to continue, a discussion driven by the Ombudsman's questions will follow.

The Ombudsman will typically present broadly based options for consideration, however, the decision to proceed and with what option(s) remains with the stakeholder.

The Ombudsman helps stakeholders to help themselves. Stakeholders initiate and choose the mode of communication with the Ombudsman, and determine when they wish to take no further action.