Our Policies

Quality Management Policy

OCWA has developed and continues to maintain its own comprehensive Quality & Environmental Management System (QEMS). This system ensures that our clients' facilities are being operated in an efficient, safe and environmentally responsible manner and includes programs for identifying and mitigating risks that may affect the facilities OCWA operates.

QEMS empowers OCWA to take a responsible, pro-active and effective quality and environmental management approach to better protect human health and the integrity of the environment. The QEMS system is based on international standards of excellence for Quality Management Systems (ISO 9001) and Environmental Management Systems (ISO 14001).

Health and Safety Policy

OCWA is committed to providing a safe and healthy workplace for all employees, regularly promoting awareness and action at every level of the organization. The Occupational Health and Safety Policy sets the foundation for the development, implementation and continuous improvement of OCWA's Occupational Health and Safety System and other related programs. OCWA provides extensive employee training on everything from defensive driving to regulatory and facility-specific issues. In building a core safety culture into our operations, OCWA provides dependable and effective service to our clients.

For additional information regarding Health and Safety Regulations, please visit:

Canadian Centre for Occupational Health & Safety
Ontario Ministry of Labour

For more information on Health and Safety at OCWA, please contact:

Randy Plener
Director, Occupational Health & Safety
Telephone 905-274-6710 x 5226

Accessibility Policy

The Accessibility Standards for Customer Service, Ontario Regulation 429/07 became law on January 1, 2008. It is the first accessibility standard under the Accessibility for Ontarians with Disabilities Act, 2005. This regulation is an important step to create a barrier-free and accessible Ontario by 2025.

Learn more about what customers can expect from both the Ontario Public Service and the Ontario Clean Water Agency, as an Agency of the Ministry of the Environment, Conservation and Parks :

Ontario Public Service (OPS) Accessible Customer Service Policy
OCWA's Customer Service Policy

Your Feedback is Welcome

The Ontario Clean Water Agency appreciates all feedback on our performance to help us improve our standards of service. If you have any general comments or suggestions for improvement, please let us know by:

Telephone: 416-314-5600 or 1-800-667-6292 (Reception Corporate Office)
Bell Relay: 1-800-268-9243 (toll-free)
Fax: 416-314-8300 (Attention: Feedback/General Information)
E-mail: ocwa@ocwa.com

Mail: Feedback/General Information
Corporate Planning & Communications Branch
Ontario Clean Water Agency
1 Yonge Street, Suite 1700 
Toronto ON  M5E 1E5

The Ontario Clean Water Agency is authorized by the Freedom of Information and Protection of Privacy Act and the Accessibility for Ontarians with Disabilities Act, 2005 (and O.Reg. 429/07 approved under the Act) to collect feedback on the manner in which it provides its services. If you require more information about Accessibility at the Ontario Clean Water Agency, please contact the Agency’s Accessibility Coordinator at 1 Yonge Street, Suite 1700, Toronto ON M5E 1E5, (416) 314-6174.

Privacy Policy

OCWA's commitment to respecting your privacy and protecting your personal information is described in the Government of Ontario's Privacy Statement.

Environmental Policy

Carbon Footprint Reduction - Our relationship with the environment is one that must be carefully cultivated. OCWA takes this relationship seriously and we are committed to reducing our carbon footprint by looking at new ways to implement "green" change in our everyday business activity. OCWA has already introduced hybrid vehicles into our fleet of service vehicles, with more planned as existing vehicles are phased out.

Water Conservation - We deal with water every day, and we know what a valued resource it is for the people of Ontario and around the world. We believe that water conservation is a cost-effective and environmentally-sound way to reduce the constant demand for water. When you use less water, you help to preserve this essential resource, and also save money on your water, electrical and gas bills. Water conservation isn't hard to do - in fact, there are several changes you can make in your everyday routine to help conserve water for future generations - as well as help put some money back in your own pocket.

Environment Canada - Water Efficiency/Conservation
Environment Canada - Water: No Time to Waste - A consumer's guide to water conservation
Canadian Water Resources Association