your bbb - on the right track · 2016. 3. 31. · 3 2015 bbb annual general meeting bbb - on the...

BBB* of Central and Northern Alberta

2015 Annual General Meeting

* Trade-mark of the Council of Better Business Bureaus used under license

BBB serving Central and Northern Alberta, Lloydminster, Northeastern British Columbia, Nunavut and the Northwest Territories

Your BBB - On the Right Track

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Better Business Bureau of Central and Northern Alberta

BBB - On the Right Track

Table of Contents

Agenda 3

Minutes of 2014 Annual General Meeting 4 Nomination Report 7

Board of Directors - 2014/2015 8 Annual Report 2015 9

BBB Principles of Trust 10

Message from the CEO - Chris Lawrence 11

BBB Yearly Statistics 12

Statement of Operations 14

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2015 BBB Annual General Meeting


58th Annual General MeetingWednesday, April 29, 2015: 4:00 p.m.

The Derrick Golf ClubEdmonton, 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 2014 Annual General Meeting 5. Business Arising from Minutes of 2014 Annual General Meeting 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 12. Acknowledgement of Retiring Board Members 13. Acknowledgement of Long Term Members 14. Induction into the 50 Years of Trust Club 15. Adjournment

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57th Annual General Meeting Wednesday, April 16, 2014: 4:00 p.m.

The Edmonton Petroleum ClubEdmonton, Alberta

Meeting Minutes1. Call to Order and Confirmation of Quorum

Chair Colin Kuefler called the meeting to order at 4:00 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 that there were more than 15 members present, a quorum was declared.

2. Welcome Remarks Chair Colin Kuefler welcomed all present and acknowledged Board Members in the audience.

3. Approval of the Agenda The agenda was provided in the AGM kit. MOTION: Donna Wynn/Robert Dunlop “That the agenda be approved as presented.” Carried

4. Approval of the Minutes of the 2013 AGM The minutes from the 2013 Annual General Meeting were provided in the AGM kit. MOTION: Ray Grenier/Scarlett Wilson-Brown “That the minutes of the 2013 Annual General Meeting be approved as presented.” Carried

5. Business Arising from the Minutes of the 2013 AGM a. Better Business Bureau - Ric Wrobel Memorial Award

The Better Business Bureau - Ric Wrobel Memorial Award, provides five $5000 awards to U of A Business Faculty students with satisfactory academic entering the third or 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 time students. The fifth and final award will be given out in 2014.

6. Treasurer’s Report A summary of the audited statements from fiscal year 2013 was included in the Annual Report. Treasurer Sherry Galan provided a report on fiscal year 2013. SVS Group, Chartered Accountants of Edmonton, Alberta, audited the Bureau’s financial statements. It was indicated that the full statements were available for review. MOTION: Donna Wynn/Dennis Gervais “That the Audited Financial Statements for fiscal year 2013 be accepted as presented.” Carried

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7. Appointment of Auditors MOTION: Donna Wynn/Scarlett Wilson-Brown “That the firm of SVS Group LLP be appointed as auditors for the Better Business Bureau of Central and Northern Alberta for fiscal year 2014.” Carried

8. Appointment of Counsel MOTION: Donna Wynn/Robert Dunlop “That the firm Field Law be appointed as legal counsel to the Bureau for the year 2014.” Carried

9. President’s Report The Annual Report for 2013 was included in the AGM kit. President Chris Lawrence provided brief highlights from the year and recognized the efforts of the Board and Staff.

10. Report of the Nominating Committee The Nominating Committee Report was attached to the agenda. Nominating Committee Chair Paul Wielens assumed the chair and 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 16, 2014 and continuing to the Annual General Meeting in 2016: Sherry Galan John Rennie John Rudolph Scarlett Wilson-Brown Acting Chair Paul Wielens called three times for further nominations from the floor.

MOTION: Robert Dunlop/Gaelyn Patco “That Robert Dunlop be nominated from the floor.” Carried

MOTION: Dennis Gervais/Donna Wynn “That Nominating Committee Report be accepted and nominations cease.” Carried

Chair Colin Kuefler once again assumed the Chair and congratulated all the elected Board Members.

11. New Business a. Other New Business Items There were no additional New Business items.

12. Acknowledgement of Long Term Members Chair Colin Kuefler presented long term member certificates to those members present who qualified.

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13. Induction into the 50 Years of Trust Club The following companies were inducted into the 50 Years of Trust Club:

Budget Rent A Car Of Edmonton Ltd Delton Cabinet Manufacturing Ltd Northern Alberta Prosthetic & Orthotic Services Ltd

14. Adjournment MOTION: Ray Grenier “That the Better Business Bureau Annual General Meeting be adjourned at 4:21 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 Sonya Shilling.

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Report of the Nominating CommitteeChairperson: Paul Wielens

1. Board of Director Status

Directors eligible for an additional 2 year term (expires 2017)

Ray Grenier (served since 2013)Colin Kuefler (served since 2009)Jeff Roberts (served since 2011)Kathy Schmidt (served since 2013)Donna Wynn (served since 2011)

2. NominationsThe following are nominated as Directors of the Better Business Bureau of Central and Northern Alberta for the period starting April 29, 2015 and continuing to the Annual General Meeting in 2017.

Ray Grenier Jeff RobertsKen Durrant Kathy SchmidtColin Kuefler Donna WynnStuart Neal

3. Executive CommitteeThe Executive Committee will be elected at the June Board Meeting.

Retiring DirectorsShawn Lazaruk (served since 2011)Paul Wielens (served since 2003)

New DirectorsKen Durrant, Funks Moving and StorageStuart Neal, Amergate Advisors Inc.

4. New Nominees

Ken Durrant, Funks Moving and Storage

Ken Durrant graduated in 1989 from the Northern Alberta Institute of Technology (NAIT) with a Diploma in Pollution & Environmental Sciences as well as a Diploma in Biotechnology. After a decade working in his field, Mr. Durrant left and began his foray into the transportation industry. In 2000, Mr. Durrant co-founded the courier company Elm Express (serving the local dental industry) and soon after purchased Funk’s Moving & Storage, a business in existence since 1972. As sole owner, growth continued in 2012 with the acquisition of Park Moving in Sherwood Park, followed in 2014 with the acquisition of Parkland Moving in Stony Plain. Mr. Durrant has been a regular volunteer in the community for over 30 years, he was the President of his student council at NAIT, and for many years has donated the services of his staff and trucks to help such organizations as CHEDs Santas Anonymous. Mr. Durrant firmly believes that to be an industry leader a business must offer fair and ethical services along with accountability.

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Board of Directors 2014-2015

Executive Colin Kuefler, Chairman Johnson IncScarlett Wilson-Brown, Vice-Chair Empire Express Travel LtdSherry Galan, Treasurer Home Re-Use-Ables Paul Wielens, Past Chair Highland Moving & Storage LtdChris Lawrence BBB President and CEO

Directors at LargeRobert Dunlop A Clark Roofing & Siding LPRay Grenier GP Promotional Products LtdShawn Lazaruk Telsco SecurityJohn Rennie JBR Inspections LtdJeff Roberts Wrenchmasters ProJohn Rudolph Alberta Carpet & Furnace CleaningKathy Schmidt Schmidt Realty GroupDonna Wynn Retire-at-Home Services

Legal CounselRick Pabst Field Law

Stuart Neal, Amergate Advisors Inc.For almost 15 years, Stuart has worked as a trusted advisor to people selling and buying real estate in the Edmonton area. Stuart is the broker and founder of Ambergate Advisors, a boutique real estate brokerage committed to delivering outstanding results and lower realty fees for consumers. Educated in New Zealand, the United Kingdom, USA and Canada, he has earned a range of professional and educational awards including: a Commerce Degree (Honours) from a prominent British University and a post-graduate diploma from the Institute of Direct Marketing in London. Stuart is currently an active committee member at the Edmonton Realtors® Association. Stuart is interested in all aspects of organisational management and governance, hence his interest in joining the board of the Better Business Bureau. In his spare time, Stuart enjoys road cycling, mountain biking and cross country skiing. He also enjoys jazz, vintage furniture collecting, the great outdoors and travel. He would like to get back into beekeeping. There is typically just one setting on his radio dial – CKUA.

BBB 2014 Annual ReportBBB serving Central and Northern Alberta, Lloydminster, Northeastern British

Columbia, Nunavut and the Northwest Territories

* Trade-mark of the Council of Better Business Bureaus used under license

truthful

transparent

respectful

trustworthy

responsive

honest

Your BBB - On the Right Track

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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.

BBB MissionBBB’s mission is to be the leader in advancing marketplace trust. BBB accomplishes this mission by:

Creating a community of trustworthy businessesSetting standards for marketplace trustEncouraging and supporting best practicesCelebrating marketplace role models, and;Denouncing substandard marketplace behavior

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2014 BBB Annual Report


Message from the CEOIt was a banner year for our BBB in 2014.

BBB of Central and Northern Alberta, Northeastern BC, Lloydminster, Nunavut and the Northwest Territories welcomed 824 new Accredited Businesses (ABs) to our BBB in 2014, which was the largest increase in all of Canada! We also experienced our highest rate of retention resulting in increased net growth. The progress of our Edmonton team is exciting and we soon hope to surpass the larger BBBs in Canada for the total number of Accredited Businesses. On the Operations side, we were the first BBB in North America to meet all 70 Performance and Accountability Standards, when audited by the Council of Better Business Bureaus.

In 2014, we set a record by generating our highest revenues ever to a grand total of $2,354,837, while keeping our expenses down. Our financial efficiencies have enabled us to keep the Accredited Businesses annual dues at the same rate for three consecutive years. We also made our final contribution to the BBB Ric Wrobel Memorial Award, which supports a student from the University of Alberta Business program.

Our BBB initiated several programs last year, including the publishing of complaint details and the Enhanced Directory Listing program as a benefit to our ABs. In 2014, we prepared for the publishing of Customer Reviews, which went live on February 2nd of 2015. The Canadian Anti-Spam Legislation also took effect in 2014 and our BBB took the lead in collaborating with our vendor to create a useful tracking tool for all Canadian BBBs. As well, our BBB implemented the ability for all staff to record phone conversations as an aid to collect express consent from ABs in the most efficient manner possible.

In 2014, we also saw growth in a number of areas, including:• The number of AB Business Reviews being viewed (695,722);• The number of page views on our website (2,776,819);• The number of Request-a-Quotes (12,962);• An increase in all our social media (Facebook, Twitter, Youtube);• An increase in the readership of our monthly electronic newsletter, the e-Northerner, with an average of 28.74 percent.

The Edmonton BBB has been in our own building for almost three years and conducted several renovations in 2014, ensuring the viability of our location for the future. This has helped improve our ability to serve customers better by providing private meeting areas when dealing with sensitive topics, such as complaints.

We are well positioned for 2015 to continue serving the communities of Central and Northern Alberta, Northeastern BC, Lloydminster, Nunavut and the Northwest Territories. With the support of our Accredited Businesses, we will continue to be a leader in advancing marketplace trust.

Our BBB is truly blessed with an engaged Board of Directors and a team of dedicated staff. I have been honoured to serve the BBB as its President and CEO for over 14 years and look forward to our continued success in the future.

Respectfully submitted,

Chris LawrencePresident and CEO April 29, 2015

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Accreditation Statistics 2014 2013

As of December 31 4,072 3,689

Website Statistics 2014 2013

Page Views 2,776,819 2,689,917 Visits 1,173,848 1,096,268 Unique Visitors 1,039,763 764,118

Complaint Statistics 2014 2013

Received (Opened) 3,748 3,826 Answered (Closed) 3,675 3,930 Accredited Business (Opened) 979 929 Accredited Business (Closed) 512 937


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2014 BBB Annual Report

Satisfaction Index2014 2013

Accredited Businesses 100% 100% Non-Accredited Businesses 63.66% 70.20%

Total 81.83% 85.10%

Inquiries Statistics2014 2013

Accredited Businesses 695,722 584,542 Non-Accredited Businesses 730,370 644,883

Total 1,411,860 1,229,425

2014 Top 10 Complaints1. Furniture - Retail2. Auto Dealers - New Cars3. Burglar Alarm Systems4. Home Builders5. Movers6. Roofing Contractors7. Auto Dealers - Used Cars8. Plumbing Contractors9. Auto Repair & Service10. Wigs & Hairpieces

2014 Top 10 Inquiries1. Home Builders2. General Contractors3. Roofing Contractors4. Movers5. Plumbing Contractors6. Landscape Contractors7. Auto Repair & Service8. Auto Dealers - Used Cars9. Auto Dealers - New Cars10. Burglar Alarm Systems

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Financials 2014 2013 2012

Revenues $2,354,837 $2,053,776 $1,881,349Expenses $1,971,144 $1,732,057 $1,760,406

Loss on Disposal of Capital Assets ($352) ($2,819) ($3,474)

Excess Revenue (Expenses) $383,341 $318,900 $117,469

Balance SheetCash and Sundry Assets $1,029,045 $733,652 $466,399Restricted Cash: Ric Wrobel Memorial Award Fund $0 $5,000 $5,000Restricted Cash: Chase Paymentech $6,313 $2,647 $3,474Capital Assets $1,771,235 $1,654,426 $1,499,942

$2,806,593 $2,395,725 $1,974,815

Payable and Accruals $233,837 $161,957 $132,811Long Term Debt $828,135 $871,154 $797,463Lease Inducement - - -Total Liabilities $1,061,972 $1,033,111 $930,274

Net Assets $1,744,621 $1,362,614 $1,044,540

$2,806,593 $2,395,725 $1,974,814

Statement of Operations

$0

$500,000

$1,000,000

$1,500,000

$2,000,000

$2,500,000

2014 2013 2012

Revenue

Expenses

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Notes

Better Business Bureau of Central and Northern Alberta16102 100 AveEdmonton, AB T5P 0L3

Phone: 780.482.2341Fax: 780.482.1150Website: www.bbb.org/edmontonEmail: [email protected]

Follow us on:

Facebook: facebook.com/BBBCentralandNorthernAlbertaTwitter: twitter.com/edmontonbbbYouTube: youtube.com/EdmontonBBBLinkedin: linkedin.com/

Start with Trust

your bbb - on the right track · 2016. 3. 31. · 3 2015 bbb annual general meeting bbb - on the...

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