BBB of Central and Northern Alberta

2014 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

honest

truthful

transparent

respectful

trustworthy

responsive

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Better Business Bureau of Central and Northern Alberta

Table of Contents

Agenda 3

Minutes of 2013 Annual General Meeting 4 Nomination Report 7

Board of Directors - 2013/2014 8 Annual Report 2013 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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2014 BBB Annual General Meeting

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

The Edmonton Petroleum 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 2013 Annual General Meeting 5. Business Arising from Minutes of 2013 Annual General Meeting a. Better Business Bureau - Ric Wrobel Memorial Award 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 a. Other New Business Items 12. Acknowledgement of Long Term Accredited Businesses 13. Induction into the 50 Years of Trust Club a. Budget Rent A Car of Edmonton Ltd b. Delton Cabinet Manufacturing Ltd c. Northern Alberta Prosthetic & Orthotic Services Ltd 14. Adjournment

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Better Business Bureau of Central and Northern Alberta

56th Annual General Meeting Wednesday, April 17, 2013: 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 Better Business Bureau (BBB) require a minimum of 15 members present for quorum. Having seen that there were more than 15 members present, a quorum was declared.

2. Welcome from the ChairChair Colin Kuefler welcomed all those present and acknowledged BBB Board Members present and BBB staff in the audience.

3. Approval of the AgendaThe agenda was provided in the AGM kit.MOTION: Shawn Lazaruk/Paul Semeniuk“That the agenda be approved as presented.”Carried

4. Approval of the Minutes of the 2012 Annual General MeetingThe minutes from the 2012 Annual General Meeting were provided in the AGM kit.MOTION: Bridget Wingate/Shawn Lazaruk“That the minutes of the 2012 Annual General Meeting be approved as presented.”Carried

5. Business Arising from the Minutes of the 2012 Annual General Meetinga. Tribute to Ric WrobelThe Better Business Bureau - Ric Wrobel Memorial Award will provide five $5,000 annual awards to U of A Business Faculty students with satisfactory academic standing entering the third of 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 students. We are very pleased to announce our fourth recipient - Ryan Bencic.

6. Treasurer’s ReportA summary of the audited statements from the fiscal year 2012 was included in the Annual Report. Chair Paul Wielens provided a report on fiscal year 2012. SVS Group, Chartered Accountants of Edmonton, Alberta, reviewed the BBB’s financial statements. It was indicated that the full statements were available for review.

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2014 BBB Annual General Meeting

MOTION: Shawn Lazaruk/Scarlett Wilson-Brown “That the Audited Financial Statements for fiscal year 2012 be accepted as presented.” Carried

7. Appointment of the Auditor MOTION: Scarlett Wilson-Brown/Bridget Wingate “That the firm of SVS Group LLP be appointed as auditors for the Better Business Bureau of Central and Northern Alberta for fiscal year 2013.” Carried

8. Appointment of Counsel MOTION: Bridget Wingate/Scarlett Wilson-Brown “That the firm Field Law be appointed as legal counsel to the Better Business Bureau of Central and Northern Alberta for the year 2013.” Carried

9. President’s Report The Annual Report for 2012 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 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 27, 2013 continuing to the Annual General Meeting in 2015.

Rick Koch Colin Kuefler Shawn Lazaruk Jeff Roberts Kathy Schmidt Paul Wielens Donna Wynn

Chair Colin Kuefler called three times for further nominees from the floor. MOTION: Bridget Wingate/Paul Semeniuk “That Ray Grenier be nominated from the floor” Carried

MOTION: Paul Semeniuk/Daryl Meyers “That Nominating Committee Report be accepted and nominations cease.” Carried

Chair Colin Kuefler congratulated all the elected Board Members.

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Better Business Bureau of Central and Northern Alberta

11. New Business a. Approval of Bylaw Amendments The bylaw amendments were included in the AGM packages. MOTION: Scarlett Wilson-Brown/Bridget Wingate That the Bylaw amendments be approved as presented.” Carried

b. Other New Business Items There were no additional business items. 12. Acknowledgement of Retiring Director

Sam Narayan’s contributions were recognized by Chair Colin Kuefler.

13. Acknowledgement of Long Term Members Chair Colin Kuefler 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:

Argus Machine Co Ltd Canessco Services Inc Don Wheaton Chevrolet Buick GMC Cadillac Ltd

15. Adjournment MOTION: Ray Grenier/Scarlett Wilson-Brown “That the Better Business Bureau Annual General Meeting be adjourned at 4:25 p.m.” Carried

Draw for Door PrizeAfter the conclusion of the meeting, a draw was held for an I-Pad, donated by Johnson, Inc. The winner was Paul Semeniuk from Garage Frontiers.

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2014 BBB Annual General Meeting

Report of the Nominating CommitteeChairperson: Paul Wielens

1. Board of Director Status

Directors eligible for an additional 2 year term (Expires 2016) Sherry Galan (served since 2010) John Rennie (served since 2014) John Rudolph (served since 2011) Scarlett Wilson-Brown (served since 2012)

2. NominationsThe following are 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

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

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Better Business Bureau of Central and Northern Alberta

Board of Directors 2013-2014

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 Large

Ray Grenier GP Promotional Products LtdShawn Lazaruk Telsco SecurityJohn Rennie JBR Inspections LtdJeff Roberts Wrenchmasters ProJohn Rudolph Alberta Carpet & Furnace CleaningKathy Schmidt Schmidt Realty GroupPaul Semeniuk Garage FrontiersDonna Wynn Retire-at-Home Services

Legal CounselRick Pabst Field Law

BBB MissionBBB’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

BBB 2013 Annual Report

BBB 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

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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.

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2013 BBB Annual Report

Message from the CEOWe started 2013 ready to build upon a successful 2012. We experienced various both successes and challenges that taught us valuable lessons that will help us provide a higher level of service moving forward.

One of the biggest challenges was once again the threat of phishing scams. BBBs across North America continued to be targeted by scammers intent of using our trusted name to defraud the unsuspecting. The BBB system took great pains to not only educate our markets about these scams, but to protect our brand. The BBB system demanded higher security protocols from its local BBBs to avoid and defend against further attacks. We are confident that BBB is no longer an easy target for these people.

Your BBB continues to grow its digital footprint. For the first time in our history, we had over 1 million visitors to Edmonton.bbb.org and we almost had 3 million pageviews.

We participated in Fraud Awareness Month in March, partnering with various law enforcement agencies across Alberta to highlight fraud and help people avoid scams. Fraud Awareness Month began with an information day and Proclamation at Edmonton City Hall and ended with our BBB and its partners being recognized at the Legislative Assembly. We look forward to participating in this event for years to come.

In addition to having the largest geographic area, we were the first BBB in the entire system to complete and pass the 2013 Online Evaluation. The Council of Better Business Bureaus (CBBB) evaluates performance based on numerous metrics including financial health, operations, sales, etc. I also continue to have the honour to represent Canada and our BBB as the Chairperson of BBB’s Audit and Compliance Sub-Committee, while also serving as a member of the BBB Operations Committee, the policy making body for the BBB system. I alsop represent Canada on the International CBBB Board of Directors. It is validating to see our BBB viewed as a leader across North America.

From a Canadian perspective, we are pleased to announce that Canadian BBBs began preparing to publish complaint details. For years, both consumers and businesses have asked BBB to provide more information about complaint details, their background and their resolution to help people making more informed decisions. And now BBB is increasing the level of service we provide to not only our businesses, but also to our consumers.

Our BBB is well positioned to continue serving the communities of Central and Northern Alberta, Northeastern BC, Lloydminster, Nunavut and the Northwest Territories. With the support of you, our Accredited Businesses, we will continue being a leader in advancing marketplace trust.

Respectfully submitted,

Chris LawrencePresident and CEO

April 16, 2014

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Better Business Bureau of Central and Northern Alberta

Accreditation Statistics 2013 2012

As of December 31 3,689 3,591

Website Statistics 2013 2012

Page Views 2,689,917 2,423,247 Visits 1,096,268 983,174 Unique Visitors 764,118 683,434

Complaint Statistics 2013 2012

Received (Opened) 3,826 4,143 Answered (Closed) 3,930 4,173 Accredited Business (Opened) 929 1,128 Accredited Business (Closed) 937 928

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2013 BBB Annual Report

Satisfaction Index2013 2012

Accredited Businesses 100% 100% Non-Accredited Businesses 70.20% 68.29%

Total 85.10% 84.15%

Inquiries Statistics2013 2012

Accredited Businesses 584,542 471,245 Non-Accredited Businesses 644,883 543,156

Total 1,229,425 1,014,401

2013 Top 10 Complaints1. Furniture - Retail2. Auto Dealers - New Cars3. Record Searching4. Burglar Alarm Systems5. Home Builders6. Auto Dealers - Used Cars7. Movers8. Roofing Contractors9. Plumbing Contractors10. Wigs & Hairpieces

2013 Top 10 Inquiries1. Home Builders2. General Contractors3. Roofing Contractors4. Movers5. Plumbing Contractors6. Landscape Contractors7. Auto Repair & Service8. Auto Dealers - New Cars9. Auto Dealers - Used Cars10. Home Improvements

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Better Business Bureau of Central and Northern Alberta

Financials 2013 2012 2011

Revenues $2,053,776 $1,881,349 $1,750,410Expenses $1,732,057 $1,760,406 $1,627,514

Loss on Disposal of Capital Assets ($2,819) ($3,474) ($1,237)

Excess Revenue (Expenses) $318,900 $117,469 $121,659

Balance SheetCash and Sundry Assets $733,652 $466,399 $411,468Restricted Cash: Ric Wrobel Memorial Award Fund $5,000 $5,000 $10,000Restricted Cash: Chase Paymentech $2,647 $3,474 $494Capital Assets $1,654,426 $1,499,942 $1,477,841

$2,395,725 $1,974,815 $1,889,709

Payable and Accruals $161,957 $132,811 $136,535Long Term Debt $871,154 $797,463 $823,390Lease Inducement - - $722Total Liabilities $1,033,111 $930,274 $960,647

Net Assets $1,362,614 $1,044,540 $929,062

$2,395,725 $1,974,814 $1,889,709

Statement of Operations

0

500000

1000000

1500000

2000000

2500000

2013 2012 2011

Revenue

Expenses

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Better Business Bureau of Central and Northern Alberta

Notes

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

Phone: 780.482.2341Fax: 780.482.1150Website: www.edmonton.bbb.orgEmail: info@edmonton.bbb.org

Follow us on:

Facebook: facebook.com/BBBCentralandNorthernAlbertaTwitter: twitter.com/edmontonbbbYouTube: youtube.com/EdmontonBBB

Start with Trust