1. Corporate Vision “To be a responsive, innovative, world leader in customer service and consumer protection by delivering quality products for a safe, fair, dynamic, and informed Ontario marketplace” Presentation to : The Canadian Association of Movers Chris Ferguson, Director, MSSB November 23, 2004

2. Marketplace Standards and Services Branch Our Mission is: “To protect, inform and empower Ontario’s consumers while promoting a positive business environment in the province.”

3. Consumer Services Bureau Registration and Licensing Compliance Inspections Investigations Four Key Functions Directly administer 20 statutes including: Arthur Wishart Act (Franchises) Athletics Control Act Bailiffs Act Business Practices Act* Cemeteries Act (Revised) Collection Agencies Act Condominium Act Consumer Protection Act* Consumer Protection Bureau Act* Consumer Reporting Act Discriminatory Business Practices Act Loan Brokers Act* Motor Vehicle Repair Act* Paperback and Periodical Distributors Prepaid Services Act* Theatres Act *to be replaced by the Consumer Protection Act, 2002.

4. Cemeteries Registration & Licensing - Regulates operation of 5,000+ cemeteries - Monitors more than $300m in trust accounts - Licenses theatres, distributors, retailers - Supports Ontario Film Review Board Theatres

5. Registration & Licensing (ctd) - Licenses pro boxers, kick-boxers, wrestlers and officials re: safety. Credit Reporting Regulates consumer credit bureau re: access, accuracy of credit reports - Licenses 3,900+ collection agencies and collectors -Cross-Canada harmonization efforts Athletics Debt Collection

6.  1,686 compliance inspections in 2003 + numerous education visits.  242 investigations completed, 330 charges.  $615,801 in consumer restitution and fines.  Violators got total 8 months of jail time and 379 months of probation  MSSB has received various awards such as the Amethyst, Institute of Public Administration Canada Award (IPAC), and US Consumer Agency Achievement Awards for successful enforcement initiatives. Compliance Inspections & Investigations

7. Consumer Services Bureau - Consumer Services Bureau staff handle more than70,000 consumer complaints and inquiries per year. - Provide advice, mediation and consumer education (Fraud-free calendar, high school education modules, public outreach to high schools, community organizations,etc.)

8. Top Ten Complaints – 2004 to date 1. Collection Agencies4,514 2. Home Renovations2,307 3. CarRepairs1,593 4. Motor Vehicle Purchases 1,586 5. Personal Items 1,165 6. Home Furnishings1,208 7. Credit Reporting 1,087 8. Health/Fitness Memberships 912 9. Timeshare/Vacation Clubs 730 10. Computers 524

9. Complaints Against Movers YearWrittenInquiriesTotal 200283223306 200377281358 20048686257343

10. Top 5 Consumer Issues - Holding goods hostage/renegotiate price - Disputes re: overcharges & billing - Quality of service - Reputation of company - Lost/damaged goods

11. Current Law in Ontario - Business Practices Act (misrepresentation, failure to state a material fact, unfair business practice) - Consumer Protection Act (Executory contracts, Direct Sales Contracts)

12. New Law: CPA 2002 - Final cost to within 10% of written estimate - Prohibition against using a consumer’s goods to force the renegotiation of the terms of a contract - Warranty of reasonably acceptable quality - Conviction for an offence can lead to a maximum fine of $50K for individuals and/or a term of imprisonment of not more than 2 years; a corporation can be fined $250K

13. Shop Smart Tips - Don’t arbitrarily choose the cheapest company in the telephone directory - Ask relatives/friends for recommendations - Call at least 3 moving companies to set up estimate appointments - Book early if possible to avoid making choices under pressure - Ask for references and check them - Ensure verbal representations/promises are written into the final contract before signing - Ask the mover if they offer liability coverage.

14. CAM’s Excellent Initiatives · Code of Ethics · Certified Canadian Mover Program · Online Membership Directory · Tips for Consumers · Good Practice Guidelines for Canadian Movers · Consumer Checklist for Choosing a Moving Company

15. How to Reach us Consumer Services Bureau - 1-800-889-9768 - (416) 326-8800 - www.cbs.gov.on.ca www.cbs.gov.on.ca - www.e-laws.gov.on.ca