Print PageFranchise Ombudsman Program
An Ombudsman is...
... a neutral, independent resource who provides informal, confidential assistance to help with the resolution of concerns & complaints.
The Mandate of the Ombudsman
To facilitate the resolution of franchise complaints and problems; by discussing the issue and facilitating possible solutions, and where appropriate suggest and refer unresolved complaints and problems to alternative methods of dispute resolution.The Ombudsman Association's Code of Ethics
The Ombudsman, as a designated neutral third party, has the responsibility of maintaining strict confidentiality concerning matters that are brought to his / her attention unless given permission otherwise. The only exceptions, at the sole discretion of the Ombudsman, are where there appears to be threat of serious harm. The Ombudsman must take all reasonable steps to protect any records and files pertaining to confidential discussions from inspection by all other persons. The Ombudsman should not testify in any formal judicial or administrative hearing about concerns brought to his / her attention.When making recommendations, the Ombudsman has the responsibility to suggest actions or policies that will be equitable to all parties.
Who should Contact the Ombudsman?
Any franchisee or franchisor operating in Canada can contact the Ombudsman if they wish to discuss an issue or concern regarding a franchise relationship with a neutral, objective person. Often the first conversation is used to identify the root of the problem and discuss options. If the Ombudsman is not the appropriate venue for handling a particular issue, a referral will be offered.
Is my identity truly confidential?
ABSOLUTELY! All conversations are private and confidential. The Ombudsman adheres to the Ombudsman Association's Code of Ethics, which appears on the back of this brochure. It emphasizes the importance of maintaining all conversations in confidence. As you would expect, the only exception is in limited circumstances, ie: where there is a threat of serious harm.
What can I expect if I contact the Ombudsman?
- Privacy
- Timely response
- Information
- Discussion of alternatives
- Diplomacy
- Respect and sensitivity
What can't the Ombudsman do?
- Take sides
- Breach confidentiality
- Conduct formal or indepth processes
- Make management decisions
- Provide legal advice
- Advocate for anyone in a dispute
What are the costs?
There is NO CHARGE for the use of this service. The Ombudsman service is funded by sponsorship donations made by the Franchise Community and supported by the Canadian Franchise Association.
Who does the Ombudsman report to?
The Ombudsman reports to a standing committee representing the Franchise Community. The committee develops policy, directs the marketing and business plan and acts as a resource to the Ombudsman on specific franchise information. The committee does not involve itself with individual cases before the Ombudsman. The committee includes: franchisors & franchisees, legal experts, a government representative and a representative of the Canadian Franchise Association.
Why has the Franchise Community & the Canadian Franchise Association developed this service?
We all know that business relationships have the potential for disputes. It is hoped that the Ombudsman's services can help resolve problems as early as possible, in an amicable and expeditious fashion.
How do I contact the Ombudsman?
By Phone: Call toll free at 1-866-443-8255 or in the
Toronto area: Call 416-928-1697
This is a secure line with confidential voice mail which can only be accessed by the Ombudsman. If a face to face meeting is required, it can be arranged.
Upcoming Events
Webinar - Implications on Your Franchise System (Midas)
September 14, 2010
Webinar - Legal Aspects of Social Media
September 16, 2010
The Franchise Show (Vancouver)
October 2, 2010 - October 3, 2010
How To Franchise Your Business Seminar - Vancouver
October 4, 2010