Who's Who Better Business Bureau

4 BBB MAGAZINE Who's Who Special Edition A Q&A with Better Business Bureau of Manitoba and Northwest Ontario President and CEO Len Andrusiak. The BBB of Manitoba and Northwest Ontario is celebrating its 90th year in operation. What is the significance of that milestone? Our BBB office in Winnipeg has been in operation since 1930. We were originally established in Winnipeg by the Board of Trade, now the Winnipeg Chamber of Commerce. Out of 10 BBB offices in Canada, our BBB is the longest serving. We are part of an organization consisting of 101 incorporated non-profits across North America. Our brand is synonymous with trust and our team is honoured to promote the traditions that for 90 years have served our communities. For me, the most impressive legacy of our 90 years is all of the local businesses that have volunteered during that time to grow our brand through community service. What is the purpose of the BBB? The BBB was started over 100 years ago by businesses that felt consumers were being misled by lies in advertising. These businesses wanted to hold themselves to a higher standard by building trust with consumers. Over the years we have developed numerous community service offerings. Our vision is an ethical marketplace where buyers and sellers trust each other and our mission is to be the leader in advancing marketplace trust. OK, so people tell me the Better Business Bureau is the "bad guy in business" police. Can you explain? That's funny. I've heard that a lot. Actually, we provide impartial conciliation services that can move to independent mediation and arbitration if required. Our objective is to assist businesses and consumers before disputes are escalated to legal process. How do the BBB's adjudication and conciliation services work? Your dispute will be sent to the business in one-five calendar days from the date you filed the complaint. The business will be asked to respond within 30 calendar days from the date you filed the complaint. You will be notified of the business response when we receive it. If the business fails to respond, you and the business will be notified 31-35 calendar days from the date you filed the complaint. Complaints are usually closed within 35 calendar days. Any business that does not respond to a complaint will have their rating lowered. Any accredited business that doesn't respond to a complaint will be recommended to the Board of Directors for revocation. During the process the consumer and business may agree to enter into third-party meditation or arbitration. Can you list the other services provided by the Better Business Bureau? One of the main reasons the BBB was established was to deal with fraudulent advertising. We regularly monitor advertising in print, radio and television to ensure they meet our advertising standards. We also carry out investigations on operational discrepancies in businesses or specific industries. And our live interactive Scam Tracker website deals with scams reported in all neighbourhoods throughout North America at www.bbb.org/ scamtracker. This blends into another service that helps consumers to verify a business by confirming they are legitimate at www. bbbverify.us. If the business isn't listed or has an N/A or low rating, you may need to gather more information before doing business with them. Due diligence before you buy is very important. It could save you time and possibly the loss of money. These sound like great services to assist consumers. What services do you offer businesses? One of our primary services for business is the BBB seal of Accreditation. One thing that all businesses care about is their reputation in the community they serve. The BBB seal of Accreditation shows consumers that a business is committed to holding themselves to a higher standard. Businesses must be in operation for a minimum of six months before they are eligible to apply for accreditation. Businesses that meet the criteria for accreditation must adhere to the BBB Code of Business Practices (www.bbb.org/bbb-accreditation-standards). Accreditations are approved by the BBB Board of Directors. What is the Code of Business Practices? The practices consist of a commitment to Build Trust, Advertise Honestly, Tell the Truth, Be Transparent, Honour Promises, Be Responsive and Safeguard Privacy. The BBB is very strict when it comes to holding businesses accountable. Accreditation for businesses that do not abide by the BBB Code of Businesses Practices will be revoked. The BBB website provides consumers information on businesses including a rating, complaints and reviews. What are the advantages of BBB ratings, compared to other online ratings and reviews? For over 100 years consumers and businesses have engaged with and supported local BBB offices. The rating information provided on businesses is based on algorithms that use data gathered over time and community A History of Trust SERVING CONSUMERS, COMMUNITY AND BUSINESS FOR 90 YEARS

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