Any business relationship can have disputes—and franchising is no exception.
The CFA Ombudsman Program provides franchisors and franchisees with access to a confidential, neutral third party who helps address concerns early and work toward an amicable, timely resolution. Any franchisee or franchisor operating in Canada can contact the Ombudsman at no cost to discuss an issue related to a franchise relationship.
Frequently Asked Questions
An Ombudsman is an independent and impartial resource who offers informal, confidential support for concerns and complaints. The Ombudsman helps by discussing the issue, exploring possible options, and—when needed—suggesting or referring people to other dispute-resolution approaches.
Any franchisee or franchisor operating in Canada can reach out to discuss a franchise-relationship concern with a neutral, objective person. Often, the first conversation helps clarify what’s really driving the issue and what options might exist. If the Ombudsman isn’t the right avenue for a particular matter, a referral can be provided.
There is no fee to use this service. The Ombudsman service is supported through sponsorship donations from the franchise community and the Canadian Franchise Association (CFA).
- Privacy
- A timely response
- Information
- Discussion of alternatives
- Diplomacy
- Respect and sensitivity
- Take sides
- Break confidentiality
- Run formal or in-depth processes
- Make management decisions
- Provide legal advice
- Advocate for one party in a dispute
Yes. Conversations are private and confidential. The program follows the Ombudsman Association’s Code of Ethics and emphasizes confidentiality, with limited exceptions (for example, situations involving a threat of serious harm).
The Senior CFA Ombudsman is certified through the International Ombudsman Association, and Ombudsmen are recognized members. The program follows the Association’s Standards of Practice and Code of Ethics. The Ombudsman maintains strict confidentiality unless permission is given or an exception applies (such as a serious-harm risk). The Ombudsman also protects records from inspection and does not testify in formal hearings about concerns raised. Recommendations should be equitable to all parties.
Telephone
Toll-Free: 1-866-443-8255
Toronto area: 416-928-1697
(secure line with confidential voicemail accessible only by the Ombudsman)
CFA Ombudsman
5863 Leslie St., Suite 505
Toronto, ON M2H 1J8
(Note: mailing address only)