2016 Annual General Meeting

Transcription

1 BBB* of Central and Northern Alberta 2016 Annual General Meeting BBB serving Central and Northern Alberta, Lloydminster, Northeastern British Columbia, Nunavut and the Northwest Territories Your BBB - Reaching New Heights * Trade-mark of the Council of Better Business Bureaus used under license

2 Better Business Bureau of Central and Northern Alberta Table of Contents Agenda 3 Minutes of 2015 Annual General Meeting 4 Nomination Report 7 Board of Directors / Annual Report BBB Principles of Trust 10 Message from the CEO - Chris Lawrence 11 BBB Yearly Statistics 12 Statement of Operations 14 Year in Review 15 2

3 2016 BBB Annual General Meeting 59th Annual General Meeting Thursday April 28, 2016: 4:00 p.m. The Derrick Golf 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 2015 Annual General Meeting 5. Business Arising from Minutes of 2015 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 Long Term Members 13. Induction into the 50 Years of Trust Club 14. Adjournment 3

4 Better Business Bureau of Central and Northern Alberta 58th Annual General Meeting Wednesday, April : 4:00 p.m. The Derrick Golf Club Edmonton, Alberta Meeting Minutes 1. Call to Order and Confirmation of Quorum Chair Sherry Galan called the meeting to order at 4:00 p.m. She called upon Chris Lawrence, President to declare a quorum. The bylaws of 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 Sherry Galan welcomed all present and acknowledged Board Members in the audience. 3. Approval of the Agenda The agenda was provided in the AGM kit. MOTION: Ken Durrant/Jonathan Bunce That the agenda be approved as presented. Carried 4. Approval of the Minutes of the 2014 AGM The minutes from the 2014 Annual General Meeting were provided in the AGM kit. MOTION: Robert Dunlop/John Rennie That the minutes of the 2014 Annual General Meeting be approved as presented. Carried 5. Business Arising from the Minutes of the 2014 AGM There was no Business Arising from the 2014 AGM. 6. Treasurer s Report A summary of the audited statements from fiscal year 2014 was included in the Annual Report. Treasurer Sherry Galan provided a report on fiscal year SVS Group, Chartered Accountants of Edmonton, Alberta, audited BBB s financial statements. It was indicated that the full statements were available for review. MOTION: Ken Durrant/John Rennie That the Audited Financial Statements for fiscal year 2014 be accepted as presented. Carried 7. Appointment of Auditors MOTION: Robert Dunlop/John Rennie 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 4

5 2016 BBB Annual General Meeting 8. Appointment of Counsel MOTION: Robert Dunlop/John Rennie That the firm Field Law be appointed as legal counsel to Better Business Bureau of Central and Northern Alberta for the year Carried 9. President s Report The Annual Report for 2014 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 29, 2015 and continuing to the Annual General Meeting in 2017: Ray Grenier Ken Durrant Colin Kuefler Stuart Neal Jeff Roberts Kathy Schmidt Donna Wynn Acting Chair Paul Wielens called three times for further nominations from the floor. MOTION: Jonathan Bunce/Robert Dunlop That Nominating Committee Report be accepted and nominations cease. Carried Chair Sherry Galan 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 Retiring Board Members Retiring Board Members Shawn Lazaruk and Paul Wielens were acknowledged. 13. Acknowledgement of Long Term Members Chair Sherry Galan presented long term member certificates to those members present who qualified. 14. Induction into the 50 Years of Trust Club The following companies were inducted into the 50 Years of Trust Club: Done-Rite Floors Ltd Edmonton Chamber of Commerce NS Pawliuk & Sons Contracting Ltd 5

6 Better Business Bureau of Central and Northern Alberta 15. Adjournment MOTION: Paul Wielens/John Rennie That the Better Business Bureau Annual General Meeting be adjourned at 4:25 p.m. Carried 6

7 2016 BBB Annual General Meeting Report of the Nominating Committee 1. Board of Director Status Directors eligible for an additional 2 year term (expires 2018) Robert Dunlop (served since 2014) Sherry Galan (served since 2010) John Rennie (served since 2014) Scarlett Wilson-Brown (served since 2012) New Directors Ed Croken, Investors Group Inc Dave Martyshuk, Martyshuk Housing Jeff McCammon, Covers In Play Inc 2. Nominations The following are nominated as Directors of the Better Business Bureau of Central and Northern Alberta for the period starting April 28, 2016 and continuing to the Annual General Meeting in Ed Croken Robert Dunlop Sherry Galan Dave Martyshuk Jeff McCammon John Rennie Scarlett Wilson-Brown 3. Executive Committee The Executive Committee will be elected at the June Board Meeting. 4. New Nominees Ed Croken, Investors Group Dave Martyshuk, Martyshuk Housing Jeff McCammon, Covers In Play Inc 7

8 Better Business Bureau of Central and Northern Alberta Board of Directors Executive Colin Kuefler, Chairman Scarlett Wilson-Brown, Vice-Chair Sherry Galan, Treasurer Chris Lawrence, President & CEO Directors at Large Robert Dunlop Ken Durrant Ray Grenier Stuart Neal John Rennie Jeff Roberts Holly Jones Kathy Schmidt Donna Wynn Legal Counsel Rick Pabst Johnson Inc Empire Express Travel Ltd Home Re-Use-Ables BBB of Central and Northern Alberta A Clark Roofing & Siding LP Funk s Moving & Storage GP Promotional Products Ltd Ambergate Advisors Inc JBR Inspections Ltd Wrenchmasters Pro Alberta Carpet & Furnace Cleaning Schmidt Realty Group Retire-at-Home Services Field Law 8

9 BBB 2015 Annual Report BBB serving Central and Northern Alberta, Lloydminster, Northeastern British Columbia, Nunavut and the Northwest Territories Your BBB - Reaching New Heights honest truthful respectful responsive trustworthy transparent * Trade-mark of the Council of Better Business Bureaus used under license

10 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. BBB Mission BBB s mission is to be the leader in advancing marketplace trust. BBB accomplishes this mission by: Creating a community of trustworthy businesses, Setting standards for marketplace trust, Encouraging and supporting best practices, Celebrating marketplace role models, and; Denouncing substandard marketplace behavior. 10

11 Message from the CEO 2015 BBB Annual Report Our BBB enjoyed another stellar year. We continue to grow on all levels. We increased our number of Accredited Businesses, as we welcomed 882 new Accredited Businesses, and are now the largest BBB in Canada, even though we have a relatively small number of businesses in our territory. Our market penetration grew to 9.10% of all the businesses in our assigned territory which includes: Northeastern BC, Central and Northern Alberta, Lloydminster, Nunavut and the Northwest Territories. We have set an objective to grow our number of Accredited Businesses by twenty-five percent over years , and we are well on our way to our objective of 5156 Accredited Businesses by the end of In terms of operational metrics, I am pleased to report that our BBB was the first one in North America, including the United States and Mexico, to meet all 70 Performance and Accountability Standards, which are audited by the Council of Better Business Bureaus. This is truly a testament to the excellence and dedication of our Board of Directors and Staff who are truly committed to our brand. Financially we are in great shape, and the Board approved paying down the maximum allowable against our building mortgage. We exceed the required 60 days of reserves, and have shown an excess of revenues over expenses for the last three years a required Performance and Accountability Standard. We have been able to maintain the fee structure for Accredited Businesses with no increases for the past three years, as a result of our success which is in spite of the economic pressures that Alberta is facing. In terms of new projects, our BBB initiated Customer Reviews which went live on February 2, Subsequently, the Board approved the introduction of a Star system which works in conjunction with our rating and customer review systems. For businesses for whom BBB has both a BBB rating and at least one customer review, the star score weights BBB s rating 67 percent and the customer rating 33 percent to get the overall star score. The stars appear on goggle searches when searching for a business. In 2015 from February to December, well over 1,000 Customer Reviews were submitted, and 988 were published, with the vast majority being positive for Accredited Businesses. The Board also approved the introduction of the Scam Tracker program which appears on the homepage of our website. Almost immediately we received 38 scams, and to date have had 135 scams reported in our territory since the introduction of the program in December. We also showed improvements in the following areas: Days to Open Complaints (reduction of the time to open a complaint) Investigations (almost doubled over last year) Dynamic Seal Clicks (increased by 10%) Visitors to Edmonton.bbb.org (increased to 1,811,324 from 1,173,848 in 2014) Request-a-Quotes (increased to 16,519 from 12,962 in 2014) E-northerner (readership increased to 31.85% from 28.74% in 2014) Media Contacts (increased to 147 from 120 last year) It has been my pleasure to be associated with this organization for over 15 years and I look forward to another successful year. Respectfully submitted, Chris Lawrence President and CEO April 28,

12 Better Business Bureau of Central and Northern Alberta Accreditation Statistics As of December 31 4,259 4,072 Website Statistics Page Views 2,586,993 2,776,819 Visits 1,811,324 1,173,848 Unique Visitors 1,002,976 1,039,763 Complaint Statistics Received (Opened) 3,271 3,826 Answered (Closed) 3,379 3,930 Accredited Business (Opened) Accredited Business (Closed)

13 2015 BBB Annual Report Satisfaction Index Accredited Businesses 100% 100% Non-Accredited Businesses 69.10% 63.66% Total 84.55% 81.83% Inquiries Statistics Accredited Businesses 629, ,722 Non-Accredited Businesses 742, ,370 Total 1,372,089 1,426, Top 10 Complaints 1. Furniture - Retail 2. Auto Dealers - New Cars 3. Home Builders 4. Burglar Alarm Systems 5. Utility Contractors 6. Movers 7. Auto Dealers - Used Cars 8. Auto Repair & Service 9. Roofing Contractors 10. Plumbing Contractors 2015 Top 10 Inquiries 1. Home Builders 2. Roofing Contractors 3. General Contractors 4. Plumbing Contractors 5. Movers 6. Auto Repair & Service 7. Landscape Contractors 8. Auto Dealers - Used Cars 9. Burglar Alarm Systems 10. Auto Dealers - New Cars 13

14 Better Business Bureau of Central and Northern Alberta Statement of Operations Financials Revenues $2,412,599 $2,354,837 $2,053,776 Expenses $2,014,663 $1,971,144 $1,732,057 Loss on Disposal of Capital Assets ($0) ($352) ($2,819) Excess Revenue (Expenses) $397,936 $383,341 $318,900 Balance Sheet Cash and Sundry Assets $1,205,672 $1,029,045 $733,652 Restricted Cash: Ric Wrobel Memorial Award Fund $0 $0 $5,000 Restricted Cash: Chase Paymentech $7,946 $6,313 $2,647 Capital Assets $1,868,364 $1,771,235 $1,654,426 $3,081,982 $2,806,593 $2,395,725 Payable and Accruals $234,695 $233,837 $161,957 Long Term Debt $703,097 $828,135 $871,154 Lease Inducement Total Liabilities $937,792 $1,061,972 $1,033,111 Net Assets $2,144,190 $1,744,621 $1,362,614 $3,081,982 $2,806,593 $2,395, Revenue Expenses 14

15 2015 BBB Annual Report 2015 Year in Review Your OVER 2.5 MILLION PAGEVIEWS ,610,649 BUSINESS REVIEWS READ OVER 11,000 DYNAMIC SEAL CLICKS ,259 ACCREDITED BUSINESSES OVER 3,000 COMPLAINTS OVER 1,000 CUSTOMER REVIEWS REQUESTS FROM MEDIA INVESTIGATIONS AB Customer Reviews Submitted Non-AB Customer Reviews Submitted 26% 1% 73% Positive Neutral Negative 63% 34% 3% Positive Neutral Negative 15

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