Advancing Public Safety and Customer Satisfaction
TSSA’s 2026 Annual Public Meeting (APM) took place on September 17, 2026, with one notable message: improving safety and improving customer satisfaction can go hand in hand.
The APM brought TSSA leaders together with stakeholders and the public for a conversation about how we are improving public safety and making Ontario safer for everyone. Leaders shared updates on TSSA’s safety results and looked ahead to the priorities shaping the year ahead.
Safety Progress and Customer Experience
Kicking off the meeting, TSSA Board Chair RJ Falconi highlighted improvements in both safety results and customer satisfaction, noting that the progress reflects the collective work of TSSA and its regulated community to advance public safety.
Kelly Hart, Vice President of Operations, shared continued progress in improving safety results, including reductions in incidents and the severity of incidents, along with strong compliance results from inspections.
Reviewing key initiatives from the past fiscal year, President and CEO Bonnie Rose reported strong progress across TSSA’s four strategic themes. She highlighted significant improvements in engineering, exam and certification processing times, making TSSA’s services faster and more efficient. Customer satisfaction also reached an all-time high, reflecting TSSA’s enhanced support for customers and stakeholders.
Together, these results demonstrate that TSSA can work in partnership with regulated clients to improve safety outcomes, while delivering better customer experience.
Alexandra Campbell, Vice President, Communications, Stakeholder Engagement and Customer Service, reported on TSSA’s work to engage industries, consumers and the general public, emphasizing that engagement and education remain key to understanding industry needs, driving continued improvements in safety and customer satisfaction.
Celebrating Safety Leaders
At the APM, Ontario’s Minister of Public and Business Service Delivery, Stephen Crawford, delivered remarks recognizing TSSA’s work in protecting public safety and presented TSSA’s 2026 Safety Awards.
This year’s recipients were Matthew Monteith from Cascades – St. Marys and the Ontario Recreation Facilities Association (ORFA). Read more about the TSSA 2026 Safety Awards in this press release.
Revisit APM Conversations
Missed the APM or want to revisit the discussion? Watch the recording of TSSA’s 2026 Annual Public Meeting.
For more on public safety, TSSA’s performance and priorities for the year ahead explore our latest reports; all of which are now available at TSSA.org.