2015 Annual General Meeting

Transcription

1 BBB* of Central and Northern Alberta 2015 Annual General Meeting BBB serving Central and Northern Alberta, Lloydminster, Northeastern British Columbia, Nunavut and the Northwest Territories Your BBB - On the Right Track * 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 2014 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 2

3 2015 BBB Annual General Meeting 58th Annual General Meeting Wednesday, April 29, 2015: 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 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 3

4 Better Business Bureau of Central and Northern Alberta 57th Annual General Meeting Wednesday, April 16, 2014: 4:00 p.m. The Edmonton Petroleum Club Edmonton, Alberta Meeting Minutes 1. 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 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 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 4

5 2015 BBB Annual General Meeting 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 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 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. 5

6 Better Business Bureau of Central and Northern Alberta 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. 6

7 2015 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 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) Retiring Directors Shawn Lazaruk (served since 2011) Paul Wielens (served since 2003) New Directors Ken Durrant, Funks Moving and Storage Stuart Neal, Amergate Advisors Inc. 2. Nominations The 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 Ray Grenier Ken Durrant Colin Kuefler Stuart Neal Jeff Roberts Kathy Schmidt Donna Wynn 3. Executive Committee The Executive Committee will be elected at the June Board Meeting. 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 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. 7

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

9 BBB 2014 Annual Report BBB serving Central and Northern Alberta, Lloydminster, Northeastern British Columbia, Nunavut and the Northwest Territories Your BBB - On the Right Track 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 It was a banner year for our BBB in BBB Annual Report 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 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 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 Lawrence President and CEO April 29,

12 Better Business Bureau of Central and Northern Alberta Accreditation Statistics As of December 31 4,072 3,689 Website Statistics Page Views 2,776,819 2,689,917 Visits 1,173,848 1,096,268 Unique Visitors 1,039, ,118 Complaint Statistics Received (Opened) 3,748 3,826 Answered (Closed) 3,675 3,930 Accredited Business (Opened) Accredited Business (Closed)

13 2014 BBB Annual Report Satisfaction Index Accredited Businesses 100% 100% Non-Accredited Businesses 63.66% 70.20% Total 81.83% 85.10% Inquiries Statistics Accredited Businesses 695, ,542 Non-Accredited Businesses 730, ,883 Total 1,411,860 1,229, Top 10 Complaints 1. Furniture - Retail 2. Auto Dealers - New Cars 3. Burglar Alarm Systems 4. Home Builders 5. Movers 6. Roofing Contractors 7. Auto Dealers - Used Cars 8. Plumbing Contractors 9. Auto Repair & Service 10. Wigs & Hairpieces 2014 Top 10 Inquiries 1. Home Builders 2. General Contractors 3. Roofing Contractors 4. Movers 5. Plumbing Contractors 6. Landscape Contractors 7. Auto Repair & Service 8. Auto Dealers - Used Cars 9. Auto Dealers - New Cars 10. Burglar Alarm Systems 13

14 Better Business Bureau of Central and Northern Alberta Statement of Operations Financials Revenues $2,354,837 $2,053,776 $1,881,349 Expenses $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 Sheet Cash and Sundry Assets $1,029,045 $733,652 $466,399 Restricted Cash: Ric Wrobel Memorial Award Fund $0 $5,000 $5,000 Restricted Cash: Chase Paymentech $6,313 $2,647 $3,474 Capital 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 $132,811 Long Term Debt $828,135 $871,154 $797,463 Lease 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 $2,500,000 $2,000,000 $1,500,000 $1,000,000 Revenue Expenses $500,000 $

15 Better Business Bureau of Central and Northern Alberta Notes 15

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