Any business relationship has the potential for disputes and the franchise business relationship is no exception.
The CFA Ombudsman Program offers franchisors and franchisees the services of a confidential and neutral third-party to help resolve disputes as early as possible in an amicable and expeditious fashion. Any franchisee or franchisor operating in Canada can contact the Ombudsman at no charge to discuss an issue or concern regarding a franchise relationship.
An Ombudsman is a neutral, independent resource who provides informal, confidential assistance to help with the resolution of concerns and complaints. The Ombudsman helps facilitate a resolution through discussing the issue and facilitating possible solutions. Where possible the Ombudsman will suggest and refer unresolved complaints and problems to alternative methods of dispute resolution.
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.
Absolutely. All conversations are private and confidential. The Ombudsman adheres to the Ombudsman Association’s Code of Ethics (see below). It emphasizes the importance of maintaining all conversations in confidence. As you would expect, the only exception is in limited circumstances (i.e. where there is a threat of serious harm).
Ombudsman’s Code of Ethics:
The Senior CFA Ombudsman is a certified Ombudsman through the International Ombudsman Association and all Ombudsman are recognized members. The program adheres to the Association’s Standards of Practice and 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.
Telephone
Toll-Free: 1-866-443-8255
Toronto area: 416-928-1697
This is a secure line with confidential voice mail which can only be accessed by the Ombudsman.
E-mail:
ombudsman@cfa.ca
Mail your letters to:
CFA Ombudsman
5863 Leslie St., Suite 505
Toronto, ON M2H 1J8
Please note that this address is for mailing purposes only.
The Canadian Franchise Association (CFA) is a national, not-for-profit association of more than 700 corporate members representing over 40,000 franchise business owners. We are the voice of the franchise community and the recognized authority on franchising in Canada. We speak for a business sector that represents every industry and touches the lives of every Canadian, in every community across the country. Our purpose is to help everyday Canadians realize the dream of building their own business through the power and opportunity of franchising.
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The CFA serves people in the Canadian franchise community by providing support, learning resources, and growth opportunities. Our two membership categories are franchisors (including system franchisees) and franchise suppliers.