What We Heard in the 2025 Programs and Services Survey
The latest survey of clients and partners found 81 per cent of respondents were satisfied with Safety Codes Council (the Council) programs and service.
Between October 2 and October 30, 2025, the Council engaged a sample of 1,337 clients and partners, including a few who self-selected to participate using a website link, and 300 Alberta property owners referred to as the public.
Overall, the results reflect high satisfaction, underscoring the positive progress being made across programs and services. At the same time, respondents shared feedback on areas where there is room to grow.
This input helps to inform how the Council continues to evolve its programs and services. The survey also provides baseline data, which will be used to set targets for several of the performance metrics in our 2026-2030 Corporate Plan, which provides a path to realizing our winning aspiration established in our new strategy, Elevate Alberta.
How we gather customer feedback, including our annual programs and services survey, will evolve in the future with a focus under our new strategy of delivering excellent services to meet the needs and expectations of our customers.
Thanks to everyone who participated in the survey!
Key Findings
High Satisfaction
Overall, approximately 8 out of 10 clients feel the Council’s programs and services reflect their needs and perspectives.
Respondents expressed the highest satisfaction with:
- accreditation (91 per cent)
- master electrician certification (90 per cent)
- membership (89 per cent)
While they were least satisfied with:
- complaint investigation (52 per cent)
- appeal system (67 per cent)
Digital Platforms
The survey revealed that users were most satisfied with:
- The Council Members Portal (84 per cent)
- The website (82 per cent)
- Council Connect (78 per cent)
Conversely, they were least satisfied with:
- eSite (60 per cent)
- eServices (55 per cent)
Feedback and Suggestions for Improvements
Most frequently, they mentioned the need for more communication and support, training and certification challenges, and commented on the value and effectiveness of the Council.
Of the 264 valid suggestions for improvement, enhancing training and education was most frequently mentioned, followed by improving the website and online portal, and strengthening communication and outreach improvement.
Participating Client and Partner Profile*
Role
- 39% Master Electrician
- 24% Construction Tradesperson
- 22% Safety Codes Officer
- 21% Homeowner
- 6% Permit Issuer for an Accredited Organization
- 5% Safety Codes Council Member
- 4% Quality Management Plan Manager
- 1% Petroleum Tank Contractor
- 5% Other
- 1% Prefer Not to Answer
Working for
- 65% Accredited Organization**
- 27% Construction Industry Business or Non-profit Organization
- 17% Nominating Organization***
- 8% Other
- 1% Prefer Not to Answer
*Only client and partner data shown above; multiple response question. Numbers may exceed 100%
**Organizations that administer the Safety Codes Act in a specified jurisdiction.
***Organizations that provide volunteers that make up the Council membership.
Perception of the Council
Precents shown represent users who agree or strongly agree
Alberta safety codes officers have the knowledge and skills to fulfill their roles and responsibilities.
The Council provides information that is easy for people like me to understand.
The Council delivers its delegated programs and services.
The Council provides information that is complete to people like me.
The Council values what clients and partners say and uses their input to make decisions.
The Council makes it easy to find the information that people like me need.
The way the Council runs its programs and services matches what Alberta needs right now.
The Council is forthcoming with information that might be damaging to the organization (e.g., not meeting targets, mistakes).
Key Actions in Response
The Council is actively responding to feedback to better meet user needs.
Strengthening training and education
The Council is responding to recurring feedback about training, clarity, and system navigation by shifting how education and support are designed and delivered across the safety codes system, introducing a stronger focus on professional judgment, real‑world problem solving, and clearer understanding of system roles and responsibilities.
This focus is reflected in current and upcoming learning products. Foundational courses such as Communications and Introduction to the Safety Codes System are being redesigned to establish a stronger and more consistent baseline for new officers, with new releases planned over the coming year.
Additionally, Professional involvement, frequently identified as a complex system issue, is being addressed through applied learning products, including a professional involvement guide and video, with a course to follow as part of a phased rollout.
Enhancing service experience
Respondents also highlighted opportunities to improve how information is accessed and how services are experienced. The Council is committed to improving how services are designed and delivered—making them easier to navigate, more consistent across disciplines, and better aligned with client needs.
In one recent example, the Council strengthened the early and ongoing learner support. An online Safety Codes Officer Orientation course was launched to help learners better understand certification processes and system navigation early in their journey.