BAO Annual Report demonstrates progress in consumer protection and in guidance to licensed professionals — with more work to be done

The newly published Bereavement Authority of Ontario (BAO) Annual Report for the fiscal year ended on March 31, 2026, demonstrates our progress for consumers and in guidance to licensed professionals. 

“Across many metrics, the BAO exceeded its benchmarks,” writes BAO Board Chair Leith Coghlin in his annual report message.

“Processing and response times from financial compliance and licensing and consumer inquiries all exceeded performance indicators.

This stated, the Board of Directors and BAO staff continue to be seized of the ongoing drive to operational excellence.”

Chair:
“Board and BAO senior management recognize more can be done”

“Consumers remain at the core of the BAO’s mandate. Accuracy and responsiveness to licensees are high priorities as well. Despite these improvements, both the Board and BAO senior management recognize more can be done.”

Coghlin adds, “The BAO heard sectoral advocacy in 2025 to provide faster and consistent direct access for licensees to obtain accurate and real-time assistance from regulatory subject-matter experts. As internal restructuring occurred throughout 2025, the BAO Board and senior management expect major operational improvements in this regard to be in place in 2026/27. I would encourage licensees and operators to stay tuned for further information in this regard. To our sector, I would reassure, the Board hears you and is better equipping BAO leadership to be responsive to these needs.”

In his first annual report message, the CEO and Registrar Justin Brown, writes, “We are proceeding steadily on our path toward regulatory excellence as mapped out by our BAO Board of Directors in the first quarter of the 2025/26 fiscal year.”

Brown adds, “The board established a clear foundation for regulatory improvement when it introduced the organization’s Strategic Priorities.”

Read their complete messages, our Report on Performance Measures, plus all reports and data in the BAO Annual Report 2025/26.