PLUGGED IN. Survey Says... Overall Contractor Satisfaction Index for ESA is 72. New Code Update pg 3. Satisfaction Survey Results pg 4 & 5

Transcription

1 PLUGGED IN A U G U S T Message from the VP Programs and Customer Service Registrar s Report on Licensing..2 Bob s Brief New Code Update Contractor Satisfaction Survey Results , 5 Survey Says... Overall Contractor Satisfaction Index for ESA is 72 Technically Speaking Health & Safety Corner Product Safety Recalls & Alerts Enforcement Update Inspection & Service Delivery...8 Upcoming Events esa-safe New Code Update pg 3 Satisfaction Survey Results pg 4 & 5 ESA Continuous Safety Services Inspector Murray Eaton demonstrates safe work practices around the panel with Vince LaGambina from Galmar Electric

2 Message from the Vice-President Programs and Customer Service Survey Says.Overall Contractor Satisfaction Index for ESA is 72 The Electrical Safety Authority (ESA) has regularly gathered data on contractor satisfaction with our services since it was created in To ensure ESA was receiving the most meaningful feedback through the annual survey, we worked with our Contractor Advisory Committee (CoAC) in 2006 to re-define the contractor satisfaction survey tool and approach. From a database of 5,000 ESA-account customers, 1,182 telephone interviews were completed by an independent third-party research firm, who assessed the survey results and reported back to ESA and the CoAC. The findings from the 2006 benchmark survey: Established a new satisfaction index benchmark of 70 for ESA. Identified specific issues that impact contractors satisfaction with ESA, notably Corporate Performance, Overall Inspection Process, and Communication between ESA and contractors. Confirmed specific areas of concern that ESA could address to improve contractor satisfaction, including: developing a better understanding of contractor business needs, increasing operating efficiency, ensuring consistent interpretation and application of Code rules, improving inspector scheduling, increasing face-to-face communication, and asking for contractor input when making decisions. Ronald Schertzer Vice President The contractor satisfaction survey for 2008 engaged 1,200 Licensed Electrical Contractors across the province through telephone interviews. The 2008 satisfaction survey tool was modified to reflect Ontario s Licensing requirements; and the survey engaged only Licensed Electrical Contractors therefore some of these newly licensed businesses may not have participated in the 2006 survey. ESA continues to work to respond to contractor satisfaction feedback gathered through the survey. The 2006 Satisfaction benchmark grew by two index points reaching 72 in 2008 (the overall result for the 2007 survey was 71 out of 100). A detailed discussion of the survey findings is laid out on the centre spread of this issue, on pages four and five. Registrar s Report on Licensing Renewing Electrical Contractor & Master Electrician Licences The renewal applications for both the Master Electrician and Electrical Contractor licences are issued 90 days and 30 days prior to their expiration date. This 90-day window provides time for the licence holder to receive the renewal application(s) through the mail, and compile the information required to return the application(s) fully completed. Please make note of the specific request on the renewal forms for the applicant to return the completed documentation back to Electrical Safety Authority (ESA) a minimum of 30 days before the expiration date of the licence. These 30 days are necessary in order for ESA to process and mail the renewed licence to the Master Electrician or Electrical Contractor before the expiry date on the licence, thus ensuring the EC/ME is never without a valid licence. Send the renewal application along with the supporting documentation to the address on the header of the form. Section B of the form explains the additional documents that must be submitted with the signed renewal form. If any of the information contained in Section A is incorrect, please indicate directly on the renewal form what the correct information should read. Renewals cannot be completed over the phone. PLEASE NOTE: failing to submit your licence renewal(s) on time results in late filing fees, and if open notifications for inspection are Reminder Renew Licence found on your account, your customers may be contacted and informed that you no longer hold a valid licence. Continuing to perform electrical work under an expired licence is an offence under Part VIII of the Electricity Act and those found to be in violation may be subject to charges and/or penalties. Our Mission: To improve electrical safety for the well-being of the people of Ontario. 2

3 Bob s Brief New Code Update Back in April we introduced our redesigned newsletter used to grow contractors awareness of various ESA services. To support our communication efforts with contractors I will post a regular column on page 3 of Plugged In. In this Brief I believe contractors need to know.. 1. ESA has implemented new telephone technology, and realigned our field delivery structure to improve customer service. We recently welcomed Luis Romero to the role of General Manager for the new CSS Region. 2. ESA has issued over 14,000 Electrical Contractor and Master Electrician licenses since January 1, 2007, far surpassing our expectations. Look for current stats posted under Updates & FAQ s at 3. The 2009 Ontario Electrical Safety Code development is on schedule for roll-out in the first quarter of The public review component of the proposed changes wrapped up on September 1st, ESA is working to develop a training workshop reflecting the CSA Z462 standard for Electrical Safety in the Workplace. More information about the standard is provided in the Health & Safety Corner on page 6. Information about our Understanding PPE Requirements training workshop is coming soon. Section 10 Bonding and Grounding is Changing Section 10 Bonding and Grounding has undergone substantive changes for the 24 th edition of the Ontario Electrical Safety Code in The following two rules are an example of the intent and rationale for the changes being introduced: Rule Grounding Connections for Alternating-Current Systems The intent of the change is to provide a single table to deal with the size of grounding conductors for AC systems, either grounded or ungrounded. It also aligns with the principle that the grounding conductor (conductor between service and ground electrode) should be required to be larger than the corresponding bonding conductor. Rule (3) was revised to remove the inconsistency regarding the reference to Table 17. The system grounded conductor is the path required to clear a ground fault and is now sized to Table 16 as are bonding conductors, which perform the same function. Due to the resistance likely present at the ground electrode, there is nothing to be gained by requiring the grounding conductor to be larger than the system grounded conductor. Therefore, Table 17 was deleted and Table 18 was renamed as Table 17 and will be used to determine the size of the grounding conductor for both grounded and ungrounded systems Grounding Electrodes The revised Rule now specifies three types of grounding electrodes: Manufactured grounding electrode - a ground rod or plate Field-assembled grounding electrodes - includes bare copper conductor buried below finished grade or below the concrete foundation In-situ grounding electrodes - includes the traditional copper water pipe, but has also been expanded to include metallic reinforcement of a concrete slab, concrete piling, or concrete foundation and iron pilings The proposed changes are intended to recognize the structure as an extension of the grounding electrode in installations where the integrity of the grounding system has an adequately low impedance to ground. The above rules are just a small sampling of the upcoming changes under consideration in Ontario for the New Code We will describe additional pending Code amendments in future issues of Plugged In. A New Code training program for contractors is under development and will be launched in February, Stay tuned for specific details on the locations and dates. ESA remembers Dwaine Eamer, former President & CEO of Electrical Safety Authority, who passed away on August 3, Our Vision: An Ontario free of electrical fatalities and serious injury, damage or loss.

4 The Results The overall satisfaction index score for ESA is 72 out of a maximum possible score of 100. Here are the satisfaction scores for each of the 11 service areas: Service Area Application Process Customer Service Programs (eg. ACP) Other ESA Training Inspectors Technical Advisor Service Corporate Performance Code Training Communication Fees Licensing (new in 08) 69 - SATISFACTION INDEX The overall satisfaction index for ESA remained consistent across contractor profiles: ECAO Members OEL Members Non-Affiliated ACP Contractors Non-ACP Contractors Value for the Money ESA has: Introduced an Appeals process for disputes concerning defects, disconnection orders, connection authorizations, plan approvals, fees, licensing Focusing on High Impact W influence Contractors Low Impact Strengths Resolved 89% of Enforcement complaints within 20 business days Restructured Regional and inspector territory boundaries for improved scheduling efficiency and increased face-to-face time with inspectors on-site Initiated inspection site-visit validation Piloted a new approach for assigning inspection fees based on man-hours of work Created a Fee Committee to respond to contractors concerns and requests, consider suggested changes, and make recommendations to the ESA Board of Directors about fees Added the tagline PLUG IN SAFELY Hire a Licensed Electrical Contractor to all promotional and campaign materials Launched a public awareness pilot highlighting the risks associated with DIY work, and encouraging the public to hire only Licensed Electrical Contractors Performance Low Impact Weaknesses ECRA positively Impor Since 2006 there s been a definite shift to t overall satisfaction. As concerns identified contractors focus on new opportunities important to contractors. (The 2006 Contractor Satisfaction Survey November 2006 issue of Plugged In, unde the ESA website at Our Mission: To improve electrical safety for the well-being of the people of Ontario. 4

5 Understanding the Drivers of Satisfaction Plotted in the chart below are the drivers of satisfaction as reported by Research Strategy Group through survey results analysis. Service areas that contractors consider to be lesser drivers to satisfaction are contained in the left side of the chart (in the gold & green boxes). Improving these areas likely won t improve satisfaction, but could reduce overall satisfaction if mismanaged nor neglected. Service areas that contractors identify as higher drivers to satisfaction are in the right-side boxes (purple & blue). These areas are most important to contractors and are more likely to improve overall satisfaction. Making improvements in these areas has the greatest potential to increase overall satisfaction with ESA. eaknesses will positively satisfaction with ESA. Application Process Customer Service impacts business High Impact Strengths Inspection Process Communication and Corporate Performance ESA has: Incorporated contractors suggestions for improving the Plugged In newsletter, and re-launched with a commitment to publish six issues yearly Facilitated 421 one-on-one meetings between inspectors and contractors to share Code and electrical safety information Hosted 32 Contractor Information Sessions across the province, with plans to schedule additional meetings in October and November, 2008 Training ACP Program Value for the money Communication Corporate Performance High Impact Weaknesses Posted electrical product Recalls and Safety Alerts on the front page of the ESA website for easy access, and included the latest electrical product Recall notices in each issue of Plugged In Implemented a major telephone system upgrade to improve call-answer time at the Customer Service Centre Introduced a quality supervisor at the Customer Service Centre to support the consistent application of processes for improved effectiveness tance he right where all drivers may now impact in earlier surveys are addressed by ESA, for improvement, thus more drivers are Ensured computer system availability 99.8% of the time to enable the timely processing of inspection requests and issuing vital contractor correspondence Results are posted in the Special Edition r Newsletters in the Contractor section of 5 Our Vision: An Ontario free of electrical fatalities and serious injury, damage or loss.

6 Health & Safety Corner Electrical worker safety and the CSA-Z462: What will it mean for electrical contractors? In December 2008 the CSA-Z462 Workplace Electrical Safety Standard is scheduled for publication. What is it? The CSA-Z462 is Canada s first all-canadian comprehensive standard to protect workers exposed to electrical hazards. Why is the CSA-Z462 being developed? The National Fire Protection Association standard NFPA 70E Standard for Electrical Safety in the Workplace has evolved over 25 years into the North American standard for electrical safe work practices. Canada does not currently have a Canadian national standard for workplace electrical safety. How was it developed? The CSA-Z462 was developed by a voluntary Technical Committee selected by CSA using a balanced matrix to ensure industry, labor and government stakeholders from all Provinces in Canada were allowed an opportunity to be represented. The Committee includes representatives from NFPA, IEEE, and the CSA Electrical Code Committee. Is the CSA-Z462 law? The first edition of CSA-Z462 will initially be recognized as a voluntary best practice standard for use anywhere in Canada. As an accepted best practice, the standard demonstrates employers due diligence in protecting their workers. In the future, each province and the federal government may chose to reference the standard in regulations, and thereby make it mandatory. What does it mean for electrical contractors? Electrical contractors/business owners are required to evaluate work site hazards and use appropriate personal protective equipment (PPE). The CSA-Z462 specifies requirements for, and provides guidance on, safety management systems and safe work procedures for persons working on electrical equipment and electrical systems. It also provides direction on the selection of personal protective equipment and other safety devices for electrical workers and maintenance personnel. In addition, the standard sets out criteria for the identification and training of qualified electrical workers and for determination of hazardous work to be performed only by qualified individuals. The CSA-Z462 has many additional features that are instructive and helpful to Canadian electrical workers and their companies who are responsible for their health and safety. Technically Speaking Protection of Circuits and Apparatus Introducing ESA s Jeff Thomson, Technical Advisor for the Western Region One of the fundamental concepts of the Electrical Safety Code is the protection of circuits and apparatus. An electric circuit is protected by an overcurrent device capable of automatically opening an electric circuit under both predetermined overload and short-circuit conditions. The two types of devices used to protect an electrical circuit are breakers or fuses, almost everything else is a derivative of these devices. The following is a sample of some of the rules incorporating the requirement for overcurrent protection: Rule requires that each consumer's service shall be provided with a service box, and the service box shall have either fuses or breakers. Rule states that each ungrounded conductor shall be protected by an overcurrent device at the point where it receives its supply of current and at each point where the size of conductor is decreased, with exceptions as identified. Rules to deal with overcurrent protection for dry-type transformers, as well as power and distribution types. Rule states that each ungrounded conductor of a motor branch circuit shall be protected by an overcurrent device. Rule states that luminaires, lampholders, and lighting track shall be connected to a branch circuit protected by overcurrent devices. Confirm the specific Code requirements when choosing the rating of an overcurrent device because there are different ratings prescribed in the Code depending on what the overcurrent device is intended to protect. In addition, Rule requires that overcurrent devices protect the installation from the available fault current. A fuse shall have the interrupting capacity so that when a short circuit occurs, the overcurrent device works properly. Our Mission: To improve electrical safety for the well-being of the people of Ontario. 6

7 Product Safety Recall & Alerts Enforcement Update The most recent product safety alerts and recall notices are also posted on the front page of the ESA s website at For the first four months of Fiscal Year 2009 (April - July 2008), Electrical Safety Authority (ESA) logged 432 enforcement complaints. RCL08-30 Progress Lighting Recalls Cable- Mounted Indoor Light Fixtures Due to Risk of Falling The attachment of a cable supporting the light fixture may fail, which could cause the fixture to fall and possibly injure nearby persons. Progress Lighting has received reports of fifteen fixtures falling. One incident resulted in injury. 432 Enforcement Complaints generated this activity: 191 Notices of Violation (administrative penalties) were issued 209 inspections took place 268 complaints are still active, pending further investigation 27 investigations were initiated 17 prosecutions are in process (fines are levied by the courts and paid to the Province) RCL08-32 Robert Bosch Tool Corporation Recalls Hammer Drills Due to Risk of Injury The internal wiring can short-circuit and ignite, posing a fire hazard since the plastic enclosure may not meet the flame test requirements of the appropriate safety standard. RCL08-33 A.O. Smith Recalls Water Pump Motors Due to Fire Hazard The water pumps with the recalled motors are labeled as containing a one-horsepower motor, but actually contain a ¾ horsepower motor. Under certain conditions, the smaller motor could overheat, posing a fire hazard. RCL08-35 Hewlett-Packard Co. Recalls Fax Machines Due to Fire Hazard An internal electrical component failure can cause overheating of the product posing a risk of burn or fire. There are approximately 26,860 units in Canada. Details of Recent Convictions Mattawa and Garson a general contractor faces two charges of working without an EC licence (installing walk-in bathtubs) Balderson a moonlighter was charged with working without an EC licence (wiring in a commercial renovation) Clarke Township a carpenter was charged with working without an EC licence (bathroom wiring during renovation) Tiny Township a general contractor was charged with working without an EC licence (kitchen and bathroom wiring) Fines ranged from $250 to $1,250 per charge. Enforcing the Requirement to Display the ECRA/ESA Licence Number ESA received comments in the Contractor Satisfaction Survey about the need to enforce the requirement for Licensed Electrical Contractors to reference their ECRA/ESA licence number, particularly on business vehicles. ESA has issued letters to contractors who are not yet displaying their licence number on their business vehicles and web sites, and in newspaper ads. ESA s Eastern Region also solicited assistance from local newspapers directly by informing them of the need for electrical contractors to display their licence number in their ads. These newspapers are now screening their advertisements for ECRA/ESA licence numbers before placing the ad. Valuable resources are invested in these kinds of enforcement activities. ESA encourages licensed electrical contractors to comply with this requirement so it can turn these resources to the critical task of addressing electrical work being done by unlicensed persons. 7 Our Vision: An Ontario free of electrical fatalities and serious injury, damage or loss.

8 Inspection & Service Delivery Upcoming Events Scorecard for 1 st quarter Fiscal Year 2009 (April 1 June 30/08): # of Licensed Electrical Contractors 6,663 # of Licensed Master Electricians 7,713 # of calls answered at the Service Centre 123,439 # of inspections 121,427 # of defects recorded 55,765 # of Hazard Investigation requests 2,161 # of General Inspection requests 3,552 # of contractors participating in the 2,356 Authorized Contractor Program % of notifications created electronically 19.6 through the On-Line Application system Technical and Safety Awareness Training ESA facilitates over 450 training workshops across Ontario every year on topics such as the Ontario Electrical Safety Code, Pre-masters, and electrical safety practices and principles. Business owners and operators recognize that this training is a cost effective way to help manage risk. ESA updates its technical and safety awareness training as regulations and standards change. New versions of the following workshops are set to launch in October, 2008: Electrical Safety Awareness I Lock-Out and Tag-Out Available Fault Current Safety in Minor Electrical Repairs ESA s Understanding PPE Requirements workshop will be updated to reflect the CSA Z462 standard Electrical Safety in the Workplace. Look for this workshop to be released in December, With the 24 th Edition of the Ontario Electrical Safety Code set to roll-out in the first quarter of 2009, ESA will be introducing New Code training for electrical contractors in February, Visit the Safety & Technical Training section at for course descriptions and a complete listing of ESA s training workshops scheduled throughout Ontario. Mark your calendar with two significant dates in September: Wednesday, September 17, 2008 ESA s 9 th Annual General Meeting Mississauga Convention Centre (75 Derry Rd W) 4:30 p.m. Agenda includes speeches by John Weirsma, ESA s Chairman of the Board; and Robert M. Stelzer, President & CEO Entertainment provided by Second City Meeting to start at 4:30 p.m. followed by a Social at 6:00 p.m. If you re interested in attending please RSVP to or agm@electricalsafety.on.ca Thursday, September 25, 2008 ECRA/ESA s 2 nd Annual Licence Holder Meeting Future Inns Cambridge, Sussex Ballroom (700 Hespeler Rd) 1:00-4:00 p.m. Agenda includes opening remarks by Glenn Carr, ECRA/ESA s Chair; and the Registrar s Report by Lucy Impera, ESA s Registrar, Licensing & Certification Questions & Answers session - an opportunity to ask about licensing topics that are relevant to you Safety presentations providing important information on preventing workplace incidents If you re interested in attending please RSVP to or esa.licensing@electricalsafety.on.ca Coming soon: Contractor Information Meetings ESA is working to schedule Contractor Information Meetings in October and November, Look for notification from the Regional Offices about scheduled dates. This information will also be posted on the ESA website at in the Contractor section under ESA Events as soon as it s available. Next Issue Powerline Safety ACP Audit Results New Code Enforcement We d like your input. Please send your comments or story ideas to: plugged.in@electricalsafety.on.ca Our Mission: To improve electrical safety for the well-being of the people of Ontario esa-safe 8