Questions to Ask About Licensing and Credentials
When hiring a security provider in Ontario, the first thing you should verify is whether their personnel hold valid licences. Not only is this a legal requirement, but it also ensures that you’re working with trained professionals who understand the responsibilities of the role.
1. Are your security guards licensed by the province of Ontario?
In Ontario, all security guards must be licensed through the Ministry of the Solicitor General. Ask the provider if each member of their team has a valid security guard licence in Ontario. This licence confirms that the guard has completed the mandatory training and passed the provincial exam. Never assume all guards are licensed—request confirmation up front.
2. Can you provide proof of valid licences for all personnel?
A reputable security company should have no problem presenting documentation that verifies each security guard’s licence status. You can also cross-reference these details with the Ministry’s online licence registry. This simple step helps you avoid liability and ensures your premises are protected by qualified professionals.
3. How do you stay compliant with Ontario security regulations?
Ontario’s Private Security and Investigative Services Act governs the conduct and licensing of security guards. A trustworthy company should have procedures in place to remain compliant, including regular licence renewals, ongoing training, and internal audits. Ask how often the provider updates its practices to align with changes in legislation or licensing requirements.
Questions About Experience and Industry Expertise
1. How long have you been operating in Ontario?
A provider with years of experience operating in Ontario is more likely to understand local laws, regional risks, and best practices for hiring and deploying licensed security guards. Ask how long they’ve been in business and whether they have a dedicated team familiar with your specific city or region within Ontario.
2. Do you have experience with security in my industry (e.g., retail, commercial, events, residential)?
Security needs vary significantly depending on the environment. For example, a retail store may require loss prevention officers, while a corporate office may need a front-desk concierge security guard. Ask if the company has provided services in your sector before. Their response will indicate whether they can customise their approach to match your risk profile and operational expectations.
3. Can you share references or case studies from similar clients?
Established security firms should be able to offer references, testimonials, or even case studies from past or current clients. These materials can give you insight into how the provider handles real-world situations, manages client relationships, and adapts to challenges. Look for success stories from businesses or properties similar to yours within Ontario.
Questions About Training and Qualifications
1. What kind of training do your guards receive (e.g., conflict resolution, first aid, use of force)?
Ask for a breakdown of the core training modules completed by each security guard. In Ontario, the Ministry requires mandatory basic training before licensing, but top-tier companies go beyond the minimum. Look for additional instruction in areas like:
- Conflict de-escalation and verbal intervention
- First Aid/CPR and emergency response
- Use of force protocols and legal boundaries
- Customer service and communication
A well-trained guard is not only a deterrent to crime but also a capable responder in high-pressure situations.
2. Do you offer site-specific training for new deployments?
Every location is different. A high-rise condo in downtown Toronto will have different needs than an industrial site in Hamilton. Be sure the provider offers site-specific training tailored to your environment. This ensures guards are familiar with emergency exits, patrol routes, property policies, and any unique risks associated with the site.
3. How do you handle continuous professional development?
Professional development should never stop after the initial training. Ask how the company supports ongoing education for their security guards. Do they conduct quarterly refresher courses, certifications, or training updates based on emerging threats or changes in Ontario’s regulations? A provider committed to continuous improvement is one you can trust for the long haul.
Questions About Services Offered
1. What types of security services do you provide (e.g., mobile patrols, concierge, 24/7 surveillance)?
Before signing a contract, make sure the provider clearly outlines the types of services available. These might include:
- Mobile patrol unitsthat cover large properties or parking areas
- On-site security guardsfor commercial, residential, or event settings
- Concierge securityfor buildings requiring front-desk monitoring and guest management
- 24/7 surveillance monitoringwith real-time response
- Loss prevention officersfor retail environments
Choosing a provider with a diverse service offering means you can scale or adapt as your needs evolve.
2. Can your security solutions be customized to fit our needs?
Ask whether the provider can tailor their security guard services in Ontario based on your specific property, business hours, risk level, or visitor traffic. A flexible provider should be able to develop a custom security plan, including patrol schedules, reporting requirements, and integration with your existing systems (like CCTV or access control).
3. Do you offer emergency or on-demand support?
Emergencies can happen without warning. Find out if the provider offers on-demand security guard support in Ontario for urgent situations like break-ins, fire alarms, or special events. The ability to deploy trained personnel quickly when needed can be a major asset, especially if your regular security coverage is limited.
Questions About Supervision and Reporting
1. How is guard performance monitored and supervised?
A reputable security guard provider in Ontario should have clear supervision protocols in place. Ask if they conduct random site visits, use GPS tracking for mobile patrols, or assign field supervisors to regularly check in with guards. Strong oversight ensures that guards remain alert, follow protocol, and represent your business or property professionally at all times.
2. Do you provide incident reports or digital activity logs?
Documentation is critical in the security industry. Providers should offer detailed incident reports and daily digital activity logs to keep you informed about what’s happening on your premises. These reports help in liability protection, internal auditing, and evaluating the effectiveness of your current security plan.
Look for providers who use cloud-based reporting tools or mobile apps that allow for real-time updates, photo documentation, and easy access to historical data.
3. How do you handle complaints or service issues?
Even the best companies occasionally face challenges—but it’s how they respond that matters. Ask about their complaint resolution process. Is there a 24/7 client service line? Are issues documented and followed up with corrective action? Knowing that your concerns will be addressed promptly helps build trust with your security guard provider.
