1. “A fair marketplace for BC consumers and businesses”

2. Prior to 2004, Consumer Services Division of BC Government. Govt. explored industry self management and other models of regulatory process. BC Govt. created single independent entity to regulate specific business transactions and investigate complaints from consumers. History

3. Background Established in 2004 as the Business Practices and Consumer Protection Authority. Independent from government Not-for-profit corporation working on cost recovery model Rebranded to Consumer Protection BC in 2009

4. BPCPA Mandate Enforce consumer protection laws and provide regulatory services in BC. Promote fairness & understanding in the marketplace – a balanced approach. Administer legislation in the public interest Mandate

5. Consumer Protection BC Governance Board of Directors - Currently 5 members - may be as many as 9 members 1 Minister’s (Govt.) appointment to board Board of Directors is self appointing CEO – Mr. Scott McBride

6. Legislation Administered Business Practices & Consumer Protection Authority Act Motion Picture Act Business Practices & Consumer Protection Act Cremation, Interment & Funeral Services Act

7.  Business Practices and Consumer Protection Regulation Business Practices and Consumer Protection Regulation  Consumer Contracts Regulation Consumer Contracts Regulation  Debt Collection Industry Regulation Debt Collection Industry Regulation  Disclosure of the Cost of Consumer Credit Regulation Disclosure of the Cost of Consumer Credit Regulation  Fee Setting Criteria Regulation Fee Setting Criteria Regulation  Home Inspector Licensing Regulation Home Inspector Licensing Regulation  Payday Loans Regulation Payday Loans Regulation  Administrative Penalties Regulation Administrative Penalties Regulation  Cremation, Interment and Funeral Services Regulation Cremation, Interment and Funeral Services Regulation  Prepaid Purchase Cards Regulation Prepaid Purchase Cards Regulation  Telemarketer Licensing Regulation Telemarketer Licensing Regulation  Travel Industry Regulation Travel Industry Regulation Regulations

8. What do we do? Licensing Compliance Enforcement Inquiries and complaints Education and awareness Fund Administration Recommendations to government on changes to legislation

9. Debt collection agencies Debt collectors Bailiffs Debt poolers Funeral homes Funeral directors and apprentices Embalmers and apprentices Cemeteries Home Inspectors Payday Lending Crematoria Travel agents Travel wholesalers Telemarketing companies, including third party fundraisers Theatres Motion picture distributors Video distributors Video retailers Licensed Businesses

10. Licensing Issue licences for specific industries. - Tracks compliance with licensing requirements May suspend, cancel or place conditions on a licence. - May impose Administrative Penalties for non-compliance Publish licensing actions - Licensing Action SearchLicensing Action Search May review businesses’ practices or operational models prior to licensing

11. Compliance The Authority has the mandate to administer and enforce consumer protection laws in BC. 5 Compliance and 3 enforcement Inspectors responsible for risk based inspections and complaint investigations. 463+ inspections in 2011 YTD. Inspection powers allow for inquiry into licensed and non-licensed businesses. Progressive enforcement model for compliance. Risk based inspections conducted as a pro-active measure to encourage compliance.

12. Enforcement Some Enforcement Inspectors have peace officer status as Special Provincial Constables under the Police Act. Dedicated to investigation of specific consumer complaints related regulated and non-regulated businesses. The Authority has established working relationships with local and international law enforcement and regulatory agencies. MOU’s and specific authority allows for sharing of information with other law enforcement agencies.

13. Enforcement Actions Warning letters Voluntary compliance / undertakings Compliance orders Administrative penalties Direct sales prohibition orders Property freezing orders Court action Restitution

14. The Authority has entered into administrative agreements with: –Government of Saskatchewan (MPA) –Ministry of Transportation & Infrastructure –Ministry of Public Safety & Solicitor General –Outside agencies and Authorities Other Services

15. Inquiry Center 4 Full Time Staff 14,297contacts in 2010 Central Referral Hub to other agencies and consumer resources.

16. 10,728 licenses issued 233 inspections conducted 817 Investigations closed 14,297 calls taken at inquiry (95% answered live) General Statistics 2010

17. 353 Active ‘Debt Industry” licensees 9 Risk based inspections 44 Complaint files opened 85 Inquiry contacts about bailiffs 87 Inquiry contacts about debt pooling 238 Inquiry contacts about credit reporting 2406 Inquiry contacts about debt collection 2011 YTD Statistics “Debt”

18. Questions? Toll Free: 1-888-564-9963 www.consumerprotectionbc.ca Consumer Protection BC Debt Portal