Canada Post’s current ombudsman:
Francine Conn was appointed as Canada Post’s 4th ombudsman by Marc Courtois, the Chairman of the Board of Directors, for a four-year term effective July 11, 2011. Ms. Conn brings a highly respected and extensive knowledge of Canada Post to the position. Prior to her appointment she was General Manager, Product Development and Management responsible for Canada Post’s $900 million domestic parcel business. During her 31-year career at Canada Post she has acquired knowledge and leadership experience in progressively responsible roles in Operations, Marketing and Product Management.
Ms. Conn was awarded an MBA from the Edinburgh Business School of Heriot-Watt University, Edinburgh, Scotland, and a Certificate in Production Management from Centennial College in Toronto. Ms. Conn holds professional designations as Professional Logistician, Certified Product Manager and Certified Professional Coach.
Outside of work, Ms. Conn is actively involved with two Ottawa based non-profit organizations dedicated to improving the lives of Tibetan refugees and orphans.
History of the ombudsman at Canada Post
In 1995, the federal government initiated the Canada Post Mandate Review, chaired by George Radwanski. Following an extensive series of public hearings, in which he heard from Canadians from coast to coast, Mr. Radwanski issued his report in July 1996.
One of Mr. Radwanski's 31 recommendations involved the appointment of an ombudsman for Canada Post to provide an independent avenue for customers to resolve postal service issues that could not be resolved through traditional channels.
In April 1997, the Minister responsible for Canada Post outlined a series of measures designed to improve postal service for all Canadians. Among the formal measures, Canada Post was requested to create a new position of ombudsman "with the authority and independence to investigate complaints" to improve transparency and openness. The ombudsman would also be mandated to submit an Annual Report to the Board of Directors, a synopsis of which would be included in the Canada Post Annual Report.
The Board of Directors of Canada Post endorsed the Cabinet's recommendation in May 1997. On August 28, the appointment of the ombudsman and the establishment of the new office was officially announced by the Honourable André Ouellet, P.C., Q.C., Chairman of the Board of Directors. In a statement to the media, the Chairman reiterated Canada Post's commitment to excellence in customer service: "If someone has a concern or a complaint about the Corporation's service, we want to do everything we can to ensure that the matter is resolved as quickly and as effectively as possible."
On October 1, 1997, the Office of the Ombudsman commenced operations.
Did you know?
Ombudsman is actually Swedish in origin, and is generally defined as an independent, objective investigator of people’s complaints against agencies and organizations, in both public and private sectors.