Toronto, June 10, 2004 – Tarion Warranty Corporation (formerly the Ontario New Home Warranty Program) today announced a number of operational improvements in support of its commitment to achieve excellence in customer service, and to build long-term customer value for both purchasers of new homes and the Ontario home building industry.

These latest improvements include the opening of a new Customer Centre in October which will feature a user-friendly walk-in storefront design located in a retail setting in the Greater Toronto Area.  Tarion is also centralizing all of its homeowner claims management, and creating a new Builder Relations Department that will work proactively with home builders throughout the province. 

“Today’s announcement reflects the continued transformation of our business into a modern, customer-focused organization that is using the latest technology to provide efficient, high quality services that meet or exceed the standards of today’s marketplace,” said Tarion President and CEO, Greg Gee.

New Departments Will Improve Efficiency and Provide New Services

Tarion’s Customer Centre will use new interactive design concepts to deliver services and information to new home buyers including Internet-based services and consumer educational seminars.  The new centralized operations facilities will include a modern Call Centre and facilities for meetings with builders regarding licence applications and renewals.  Tarion’s Operations Group, which includes its Licensing & Underwriting Department, the Enforcements Department and the Claims Department, will be located in these new facilities, and will manage an extensive network of field workers across Ontario.

The newly established Claims Department, to be led by a senior executive from the insurance industry, will manage all homeowner claims related to new homes and condominium units in Ontario.  This Department will have responsibility for a team of Claims Representatives based in home offices across the province. 

The Builder Relations Department is being created to develop and enhance strong relationships with builders.  This new group will also address quality and service issues with builders, and will solicit builder feedback on service delivery issues at Tarion.  Directed from the Customer Centre, this field group will act as Tarion’s “face” to the home building industry on matters of policy and process, technical advice, construction methods and customer service to new home buyers.

The current Regional Offices of Tarion located in Newmarket, Brampton and Sudbury will remain open until October 1, 2004.  Nearly all of the staff in those offices will be offered positions with the new centralized Operations Group.  Local offices will be maintained in Ottawa and London.  Importantly, there will be no reduction in service levels—in fact, with its new structure, Tarion will have more staff in the Field than at present to serve its customers. 

“We are leaving an outdated service delivery system and changing to modern centralized facilities that will provide our employees with challenging new roles using the latest technology,” said Mr. Gee.  “The goal of this restructuring is to provide both consumers and builders with a broader range of services delivered with a focus on excellence in customer service.”

Operational Changes Complement Other Improvements

The new centralized Operations Group complements other changes that have taken place at Tarion over the last several years, including a new senior management team, introduction of modern best-in-class technology, new customer service standards for home builders, new communications tools including a user-friendly website and a modern Call Centre, and a re-branding of the Corporation to more effectively reach customers.

Tarion Warranty Corporation is a private corporation established in 1976 to administer the Ontario New Home Warranties Plan Act which outlines the warranty protection that all builders must provide to new home and condominium buyers in Ontario. Tarion licenses all home builders in the province, and ensures that builders provide the warranty coverages in this legislation. Since inception, over 1.2 million homes have been enrolled by the Corporation.

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For more information, please contact:

Kevin Macintosh
Director, Government and Industry Relations
Tel: 416-229-3844 ext. 211

or

Brigette Kocijancic
Senior Manager, Corporate Communications
Tel: 416-229-3876