Our Management Systems & Policies

Quality & Environmental Management System (QEMS)

OCWA has developed and continues to maintain a 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 processes for identifying and mitigating risks that may affect the facilities OCWA operates.

The QEMS empowers OCWA to take a responsible, pro-active and effective management approach to better protect public health and the integrity of the environment. Originally based on the ISO 14001 standard for Environmental Management Systems, OCWA’s QEMS was enhanced to conform to the requirements of the most current version of the Drinking Water Quality Management Standard (DWQMS).

The QEMS supports OCWA operated facilities in maintaining compliance with applicable environmental laws.  It describes OCWA’s organizational structure, roles and responsibilities, and the procedures, processes and the resources needed to maintain and continually improve a QEMS that is consistent with the commitments set out in OCWA’s QEMS Policy. 

Quality & Environmental Management System (QEMS) Policy

OCWA, its Board of Directors, Officers and entire staff are committed to the principles and objectives set out in our QEMS Policy.  The Policy is reviewed annually.  It was last reviewed and approved by OCWA’s Board of Directors on April 4, 2019.

Occupational Health & Safety System (OHSS)

OCWA is committed to providing a healthy and safe workplace for all employees, contractors and visitors, by regularly promoting awareness and action at every level of the organization.  As safety is a core value at OCWA, we have established our Occupational Health & Safety System (OHSS) framework along with supporting Directives, Programs, and Guidance Documents.  This helps to ensure OCWA meets all occupational health and safety requirements and our health and safety commitments as outlined within our Occupational Health & Safety (OHS) Policy.

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

Other Policies

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.