BBB of Central and Northern Alberta 2013 Annual General Meeting. Advancing Marketplace Trust

Transcription

1 BBB of Central and Northern Alberta 2013 Annual General Meeting Advancing Marketplace Trust

2 Better Business Bureau of Central and Northern Alberta Table of Contents Agenda 3 Minutes of 2012 Annual General Meeting 4 BBB Awards 6 Nomination Report 7 Proposed Bylaw Changes 9 Annual Report BBB Principles of Trust 12 Message from the CEO - Chris Lawrence 13 BBB Yearly Statistics 14 Statement of Operations 16 2

3 2013 BBB Annual General Meeting 56th Annual General Meeting Wednesday, April 17, 2013: 4:00 p.m. The Edmonton Petroleum Club Edmonton, Alberta Agenda 1. Call to Order and Confirmation of Quorum 2. Welcome from the Chair 3. Approval of the Agenda 4. Approval of the Minutes from 2012 Annual General Meeting 5. Business Arising from Minutes of 2012 Annual General Meeting a. Better Business Bureau - Ric Wrobel Memorial Award 6. Treasurer s Report 7. Appointment of the Auditor 8. Appointment of Counsel 9. President s Report 10. Report of the Nominating Committee 11. New Business a. Approval of Bylaws Amendments b. Other New Business Items 12. Acknowledgement of Retiring Director 13. Acknowledgement of Long Term Accredited Businesses 14. Induction into the 50 Years of Trust Club a. Argus Machine Co Ltd b. Canessco Services Inc c. Don Wheaton Chevrolet Buick GMC Cadillac Ltd 15. Adjournment 3

4 Better Business Bureau of Central and Northern Alberta 55th Annual General Meeting Wednesday, April 25, 2012: 4:00 p.m. The Edmonton Petroleum Club Edmonton, Alberta Meeting Minutes 1. Call to Order and Confirmation of Quorum Chair Paul Wielens called the meeting to order at 4:05 p.m. He called upon Chris Lawrence, President, to declare a quorum. The bylaws of the BBB require a minimum of 15 members present for a quorum. Having seen there were more than 15 members present, a quorum was declared. 2. Welcome from the Chair Chair Paul Wielens welcome all those present. He recognized all the BBB Board Members present. 3. Approval of the Agenda The agenda was provided in the AGM kit. MOTION: Donna Wynn/David Osbaldeston That the agenda be approved as presented. Carried 4. Approval of the Minutes of the 2011 Annual General Meeting The minutes from the 2011 Annual General Meeting were provided in the AGM kit. MOTION: David Osbaldeston/Donna Wynn That the minutes of the 2011 Annual General Meeting be approved as presented. Carried 5. Business Arising from the Minutes of the 2011 Annual General Meeting a. Tribute to Ric Wrobel The Better Business Bureau - Ric Wrobel Memorial Award will provide five $5,000 annual awards to U of A Business Faculty students with satisfactory academic standing entering the third of fourth year of study in the School of Business. Selection is based on demonstrated leadership through involvement and participation in University or community activities, sports or cultural activities and academic standing. This award is open to full time or part students. Chair Paul Wielens announced that our third recipient is Koryn Stamler. 4

5 2013 BBB Annual General Meeting 6. Treasurer s Report A summary of the audited statements from the fiscal year 2011 was included in the Annual Report. Chair Paul Wielens provided a report on fiscal year SVS Group, Chartered Accountants of Edmonton, Alberta, reviewed the Bureau s financial statements. It was indicated that the full statements were available for review. MOTION: Wayne Dosman/Donna Wynn That the Audited Financial Statements for fiscal year 2010 be accepted as presented. Carried 7. Appointment of the Auditor MOTION: Donna Wynn/David Osbaldeston That the firm of SVS Group LLP be appointed as auditors for the Better Business Bureau of Central and Northern Alberta for fiscal year Carried 8. Appointment of Counsel MOTION: Donna Wynn/Tom Wolfe That the firm Field Law be appointed as legal counsel to the Better Business Bureau of Central and Northern Alberta for the year Carried 9. President s Report The Annual Report for 2011 was included in the AGM kit. President Chris Lawrence provided brief highlights from the year. 10. Report of the Nominating Committee The Nominating Committee Report was attached to the agenda. Chair Paul Wielens provided an overview of the nominees. The following were nominated as Directors of the Better Business Bureau of Central and Northern Alberta for the period starting April 25, 2012 continuing to the Annual General Meeting in Wayne Dosman Sherry Galan John Rudolph Bridget Wingate Scarlett Wilson-Brown Paul Semeniuk Chair Paul Wielens called three times for further nominees from the floor. MOTION: Wayne Dosman/Donna Wynn That Nominating Committee Report be accepted and nominations cease. Carried 5

6 Better Business Bureau of Central and Northern Alberta 11. New Business There were no other New Business Items. 12. Acknowledgement of Retiring Board Member Chair Paul Wielens recognized the contributions of John Caputo (served since 2004) and David Osbaldeston(served since 2006). 13. Acknowledgement of Long Term Members Chair Paul Wielens presented long term member certificates to those members present who qualified. 14. Induction into the 50 Years of Trust Club An Award was presented to Park Memorial Ltd for their involvement with BBB from Adjournment MOTION: John Caputo/David Osbaldeston That the Better Business Bureau Annual General Meeting be adjourned at 4:35 p.m. Carried Draw for Door Prize After the conclusion of the meeting, a draw was held for an I-Pad, donated by Johnson, Inc. The winner was Heidi Baxter from Burch Fumigators Ric Wrobel Memorial Award The Better Business Bureau - Ric Wrobel Memorial Award will provide five $5,000 annual awards to University of Alberta Business Faculty students with satisfactory academic standing entering the third or fourth year of study in the School of Business. Selection is based on demonstrated leadership through involvement and participation in the University or community activities, sports or cultural activities and academic standing. This award is open to full time or part time students. We are pleased to announce this year s recipient, Ryan Bencic, our 4th winner of this annual award. In this photo: Recipient Ryan Bencic and Chris Lawrence, President, BBB of Central and Northern Alberta. 6

7 2013 BBB Annual General Meeting Report of the Nominating Committee Chairperson: Paul Wielens 1. Board of Director Status Directors eligible for an additional 2 year term (Expires 2015) Retired Directors Rick Koch (served since 2011) Sam Narayan (served since 2011) Colin Kuefler (served since 2009) Shawn Lazaruk (served since 2011) Jeff Roberts (served since 2011) Paul Wielens (served since 2003) Donna Wynn (served since 2011) New Nominees Kathy Schmidt 2. Nominations The following are nominated as Directors of the Better Business Bureau of Central and Northern Alberta for the period starting April 17, 2013 and continuing to the Annual General Meeting in Rick Koch Colin Kuefler Shawn Lazaruk Jeff Roberts Kathy Schmidt Paul Wielens Donna Wynn 3. Executive Committee The Executive Committee will be elected at the June Board Meeting. New Nominees Kathy Schmidt (Schmidt Realty Group) A Certified Management Accountant (CMA), Kathy spent 10 years in the accounting and finance area in both the private and public sectors. A licensed Realtor since 1993, Kathy spent over 15 years working directly with buyers and sellers and now focuses her time and energy on creating the long-term vision for the team and on running her successful business. Proud to be awarded the meaningful Realtor of the Year Award for 2011 by the Realtors Association of Edmonton (RAE), Kathy remains committed to maintaining and improving the level of professionalism within the real estate industry. She served on the Professional Standards Committee with the RAE for many years, which involved reviewing complaints from the public as well as other Realtors and participating in hearings to resolve those disputes. Kathy currently serves as a member of the Real Estate Council of Alberta s hearing panel roster where she will 7

8 Better Business Bureau of Central and Northern Alberta perform a similar role at a provincial level. Other involvement includes participating in annual focus groups at the RAE at the broker level and serving as a member of the Alberta Real Estate Association (AREA) adhoc Professional Development committee. Kathy has also recently volunteered as a member of the board for the development of a School of Business at the King s University College in Edmonton and looks forward to connecting with students and faculty there. Teaching is a passion and Kathy enjoys regularly faciliating a portion of the Services for Success Course for new Realtors joining the RAE. She also is an active mentor and trainer at her own brokerage and enjoys co-leading workshops and seminars at local businesses and conferences. Long-term Edmonton residents, Kathy and her husband Larry love their city and know it like the back of their hands. Happily married since 1979, they are best friends and love to spend time off together travelling. Italy, New York and Canada s West Coast are some of their favorite destinations. Board of Directors Executive Paul Wielens, Chairman Wayne Dosman, Vice-Chairman Colin Kuefler, Treasurer Chris Lawrence Directors at Large John Caputo Sherry Galan Rick Koch Shawn Lazaruk Sam Narayan David Osbaldeston Jeff Roberts Donna Wynn Legal Counsel Rick Pabst Highland Moving Canadian Western Bank Johnson, Inc BBB President and CEO Edmonton Examiner Home Re-use-ables DK Ford Sales Ltd Telsco Security Remax Excellence Edmonton Ltd Western Canada Fire & First Aid Inc Wrenchmasters Pro Retire-at-home Services Field Law 8

9 Proposed Bylaw Changes 2013 BBB Annual General Meeting SECTION 1 DEFINITIONS AND APPLICATION 1.4 BY-LAWS IN FORCE These By-laws have been made by the Directors of the BBB, are By-laws relating generally to the transaction of the business and affairs of the BBB and come into force on the date of registration pursuant to the Societies Act. 1.5 DEFINITIONS CBBBCCBBB means the Canadian Council of Better Business Bureaus; SECTION 2 MEMBERSHIP 2.4 MEMBERSHIP APPROVAL When an application for BBB Membership has been duly submitted and all applicable fees paid, the President shall review said application to determine whether the applicant meets the prerequisites for BBB Membership as set forth in the Standards for BBB Accreditation. When applications for membership in the BBB have been duly signed and submitted and all applicable fees paid, said Said applications must then be approved by a majority vote of the Board of Directors, or a committee appointed by the Board of Directors for that purpose, before said membership becomes effective. Such approval need not occur at a board meeting but may be by facsimile, , electronic means or any other method of transmitting written material. The applicant shall upon acceptance be a member of the BBB and shall be deemed to have agreed to abide by the provisions of these By-laws and the rules of the BBB as now existing or as the same may be hereafter amended. If the President determines the application does not meet the Standards for BBB Accreditation, he or she shall so notify the applicant and advise him or her of the right to appeal pursuant to Article 2.15 below. 2.7 CORPORATE REPRESENTATIVE Every member which is a corporation, association, firm or organization shall appoint, in writing, a representative who shall represent them at all meetings of the members of the Bureau BBB and shall be eligible for election to office as a Director of the BureauBBB; such appointment shall be delivered to and filed at the office of the BureauBBB Upon a resolution of the Directors for failure by the Member to comply with the BBB s membership standardsstandards for Accreditation. 9

10 Better Business Bureau of Central and Northern Alberta 2.15 APPEAL Upon written notice to the Chairman of the Board of Directors from one who has been denied admission or received notice of BBB Membership revocation, the Chairman shall, within 60 days, convene a hearing of the Board of Directors. Any Director should abstain from voting on an application or revocation issue if he is a potential competitor of or has a possible conflict of interest with the person or business involved. In any appeal proceeding, a majority of the voting members shall determine the outcome, and their decision shall be final with no further right of appeal therefrom. The Board of Directors may, at its discretion, make public disclosure of the action. No action by the Board of Directors shall preclude any subject of these procedures from applying for BBB Accreditation to BBB after a reasonable time.a member expelled for cause other than non-payment of dues shall have the right, within one month after receiving notice of action, to appeal to the members of the Bureau by filing a notice of such appeal with the Chairperson, and a special meeting shall be called to be held within 60 days after the filing of such appeal, but if he shall not so appeal or unless such action of the Directors be reversed as herein provided, such expulsion shall stand. If two-thirds of the members present at such meeting shall, by secret ballot, reverse the action of the Board of Directors, the appellant shall be restored to membership, but until such reversal, he shall not be entitled to any of the privileges of a member OBLIGATIONS OF MEMBERSHIP All Members of the BBB are obligated to: Operate their business in accordance with the membership standards Standards for Accreditation of the BBB. SECTION 5 POWERS & DUTIES OF THE BOARD OF DIRECTORS 5.4 AUDIT The books, accounts and records of the BBB shall be audited at least once each yearand reviewed at least twice every three years by a duly qualified accountant. A complete and proper statement of the standing of the books for the previous year shall be submitted at the Annual General Meeting of the BBB. 5.6 CONFLICT OF INTEREST The Bureau BBB shall adopt a conflict of interest policy. SECTION 7 MEETINGS OF THE BOARD OF DIRECTORS 7.1 REGULAR MEETINGS The Board of Directors shall meet at least four times per year, once in each quarter, to transact the BBB s business. 10

11 BBB 2012 Annual Report BBB serving Central and Northern Alberta, Lloydminster, Northeast British Columbia, Nunavut and the Northwest Territories honest responsive honourable transparent truthful

12 Better Business Bureau of Central and Northern Alberta Principles of Trust Start with Trust - Establish and maintain a positive track record in the marketplace. Advertise Honestly - Adhere to established standards of advertising and selling. Tell the Truth - Reveal all related conditions or exceptions regarding products or services offered. Be Transparent - Openly identify the nature, location and ownership of the business; clearly disclose all policies, guarantees and procedures that bear on a customer s decision to buy. Honour Promises - Abide by all written and verbal agreements. Be Responsive - Address marketplace disputes quickly, respectfully and reasonably. Embody Integrity - Approach all business dealings, marketplace transactions and commitments with integrity. Safeguard Privacy - Protect any data collected against mishandling and fraud, and respect the preferences of customers regarding the use of their information. 12

13 Message from the CEO 2012 BBB Annual Report We started the year of 2012 by settling into our BBB Building. This is the culmination of several years of prudent financial management by our Board of Directors, coupled with the amazing support we derive from our Accredited Businesses. This is truly a legacy that will have an impact on our BBB s future. We had several challenges and wonderful milestones during the year. One of the challenges faced by the entire BBB system was with respect to the Phishing scams perpetuated against BBBs. Attempting to capitalize on our trusted brand, scammers developed hundreds of schemes to convince the unsuspecting to click on their links. The good news is that the BBB system, in partnership with the FBI, has closed down hundreds of these sites and instituted protocols to increase cyber-security and we are confident that shortly the BBB system will no longer be an attractive target for these culprits. The BBB system continues to increase its digital footprint. Soon all BBBs will be publishing complaint details, which has been a constant request from ethical businesses and consumers alike. The system has also diligently been working on an improved rating formula which will be rolled out shortly across North America. From a Canadian perspective, I am pleased to announce that the ten Canadian BBBs formed a Canadian Region under the auspices of the Council of Better Business Bureaus in I was very honoured to have chaired the inaugural Annual General Meeting. I also have the honour of representing Canada on the international Board of the Council of Better Business Bureaus, as well was the only Canadian on the BBB Operating Committee which is responsible for all policies concerning local BBBs. My ability to have an impact on the international scene is largely due to the competent staff and board that our BBB enjoys. Without their support to hold down the fort while I attend to numerous obligations, this would not be possible. It is validating for our BBB to be viewed in a leadership capacity not only in Canada, but across North America. Locally we have seen several programs thrive. Our Search Engine Solution program showed tremendous growth in We also partnered with Moves-on-line and Scam Detector, both of which are internationally recognized as model programs. Our partnership with SAGE continues to be a wonderful partnership to support older folks in our community. Our social media sites are also seeing increases and we had the largest number of visitors and page views ever for people coming to our website. Our BBB is well positioned to continue to serve the communities of Central Alberta, Northern Alberta, Northern BC, Lloydminster, Northwest Territories and Nunavut. As the BBB with the largest geographic territory in the entire BBB system, with the support of our members our Accredited Businesses we will continue our leadership role in advancing marketplace trust! Respectfully submitted, Chris Lawrence President and CEO April 17,

14 Better Business Bureau of Central and Northern Alberta Accreditation Statistics As of December 31 3,591 3,509 Website Statistics Page Views 2,423,247 1,911,246 Unique Visitors 683, ,382 Complaint Statistics Received (Opened) 4,143 3,871 Answered (Closed) 4,173 4,704 Accredited Business (Opened) 1,128 1,141 Accredited Business (Closed) 928 1,130 14

15 2012 BBB Annual Report Satisfaction Index Accredited Businesses 100% 99.83% Non-Accredited Businesses 68.29% 69.31% Total 84.15% 84.57% Inquiries Statistics Accredited Businesses 471, ,108 Non-Accredited Businesses 543, ,564 Total 1,014, , Top 10 Complaints 1. Furniture - Retail 2. Auto Dealers - New Cars 3. Burglar Alarm Systems 4. Home Builders 5. Movers 6. Computer Systems Design 7. Plumbing Contractors 8. Roofing Contractors 9. Cleaning Services 10. Auto Dealers - Used Cars 2012 Top 10 Inquiries 1. Home Builders 2. General Contractors 3. Roofing Contractors 4. Plumbing Contractors 5. Movers 6. Landscape Contractors 7. Auto Repair & Service 8. Auto Dealers - New Cars 9. Home Improvements 10. Auto Dealers - Used Cars 15

16 Better Business Bureau of Central and Northern Alberta Statement of Operations Financials Revenues $1,881,349 $1,750,410 $1,495,472 Expenses $1,760,406 $1,627,514 $1,348,926 Loss on Disposal of Capital Assets ($3,444) ($1,237) - Excess Revenue (Expenses) $117,499 $121,659 $146,546 Balance Sheet Cash and Sundry Assets $471,399 $411,468 $800,035 Restricted Cash: Ric Wrobel Memorial Award Fund $5,000 $10,000 $15,000 Restricted Cash: Chase Paymentech $3,474 $494 - Capital Assets $1,499,941 $1,477,841 $86,383 $1,974,814 $1,889,709 $901,418 Payable and Accruals $132,811 $136,535 $80,849 Long Term Debt $797,463 $823,390 - Lease Inducement - $722 $94,521 Total Liabilities $930,274 $960,647 $89,509 Net Assets $1,044,540 $929,062 $670,358 $1,974,814 $1,889,709 $901,418 $2,000,000 $1,800,000 $1,600,000 $1,400,000 $1,200,000 $1,000,000 $800,000 $600,000 $400,000 $200,000 $ Revenues Expenses 16

17 2012 BBB Annual Report Notes 17

18 Better Business Bureau of Central and Northern Alberta Ave Edmonton, AB T5P 0L3 Phone: Fax: Follow us on: Facebook: Twitter: YouTube: facebook.com/bbbcentralandnorthernalberta twitter.com/edmontonbbb youtube.com/edmontonbbb Start with Trust