Major Achievements and Ongoing Activities (1999-2003)
Consumer Information
- In 2000, the Office of Consumer Affairs launched the Canadian Consumer Information Gateway, an innovative Internet portal designed to improve and promote public access to consumer information. The Gateway provides fast, convenient access to the consumer information from more than 400 federal departments and agencies, provincial and territorial ministries, and Non-Governmental Organization partners. In 2002, the OCA added a new service to the Gateway, the "Complaint Courier," to help consumers complain in a more effective and efficient manner.
- The OCA also launched a series of Web-based information products designed to help consumers protect their interests when dealing with key aspects of the changing marketplace. These products are located at Canada's Office of Consumer Affairs Web site on Strategis, Industry Canada's business and consumer information Web site. They include information and interactive tools dealing with privacy, secure and safe on-line transactions; money management; fraud protection, and Web-based calculators which help consumers compare the costs and benefits of credit cards, banking packages, and mutual funds.
- In 2002, Consumer Connection launched Spending Smarter, a suite of interactive tools and a plain language guide designed to help consumers get the most out of their money when making major purchasing decisions.
- The OCA worked with the joint federal-provincial-territorial Consumer Measures Committee to develop Reality Choices, a series of information booklets for young adult consumers.
- Together with its provincial and territorial partners, the OCA released the Canadian Consumer Handbook 2002 on CD-ROM, which is available through public and academic libraries across Canada, as well as on the Internet. An update is planned for 2004.
- The OCA developed Consumer Complaints Management: A Guide for Canadian Business (prepared for federal, provincial and territorial ministers) and associated case studies on market-based redress.
Government Policies and Interjurisdictional Activities in the Consumer Interest
- The OCA launched the development phase of the Consumer Trends Report. The Report will explore how consumers fare in the Canadian marketplace and track trends that affect consumers, including demographics, income, wealth, debt, expenditures, attitudes, and marketplace frameworks.
In 2002-2003 the OCA developed the analytical basis for the Consumer Trends Report, established an advisory committee to provide input and begin advanced planning for a national symposium on new directions in consumer analysis. - Through the joint federal-provincial-territorial Consumer Measures Committee, the Office of Consumer Affairs helped develop ongoing joint work plans to advance the consumer protection agenda in key areas, including electronic commerce, consumer redress, the alternative consumer credit market, such as pay day lenders, rules governing the actions of collection agencies, credit card chargebacks, and the determination of which consumer laws apply in disputes between consumers and businesses located in different jurisdictions.
- The OCA chaired the Electronic Funds Transfer Working Group, which conducted an evaluation of operations related to the Canadian Code of Practice for Consumer Debit Card Services. The evaluation was published in the spring of 2003. The Working Group is now chaired by the Department of Finance.
- The OCA chaired the Organisation for Economic Co-operation and Development (OECD) working group which developed the Guidelines for Consumer Protection in the Context of Electronic Commerce. The OCA continues to work with the OECD consumer policy committee to promote implementation of the guidelines.
- The OCA carried out a study of the implications of the General Agreement on Trade in Services negotiations for the capacity of subnational governments to regulate in the area of consumer protection.
Working with Consumer Organizations
- Between 1999 and 2003, 81 organizations submitted 365 project proposals to the OCA's Contributions Program for Non-Profit Consumer and Voluntary Organizations. An average of 12 organizations receive funding annually under the program. Funded projects address issues relating to auto retailing and repair, biotechnology, consumer credit, electronic commerce, energy deregulation, financial services, privacy, standards, sustainable consumption, and telecommunications. Nine development projects were also awarded to help organizations achieve greater financial self-sufficiency. In 2001-2002, the funding budget was increased from $1,000,000 to $1,690,000 annually.
- The OCA worked with consumer groups to improve their capacity to participate in the policy-making process. The OCA assessed their project reports and conducted bilateral meetings with each group to assist in future research activity and enhance the representation of consumer interests.
Developing New Approaches to Consumer Protection
The OCA worked on several fronts with many partners to advance the consumer interest in a variety of areas, including:
- Exploring potential consumer issues and solutions in the field of genetic privacy,
- Working on the development of a voluntary labelling standard for genetically modified food products,
- Developing and gaining approval in principle of a code of practice for consumer protection in electronic commerce,
- Assisting consumer organizations in bringing the on-line business practices of an initial group of merchants up to the standards of the Electronic Commerce Code of Practice,
- Continuing work regarding objectionable content in various communications media,
- Participating in a working group on ethics and public confidence relating to biotechnology,
- Contributing to federal government responses to outside reports, such as that of the Canadian Biotechnology Advisory Committee on the regulation of genetically modified foods, and
- Participating in the development of an international standard on complaints handling.
Awards and Recognition
Canadian Consumer Information Gateway
- Technology in Government - Distinction Awards 2001
- Gold - Innovative Partnerships and Alliances for Public Service Delivery
- Gold - Leadership - Annual Achievement
- Head of the Public Service Award for Excellence in Service
Delivery - Service Transformation 2002 - Commonwealth Association for Public Administration and
Management - International Innovations Awards Program 2002, Finalist
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