Annual Report - Interacting with Canadians

With globalization, economic borders are becoming increasingly transparent. Through the Internet, consumers and businesses are more informed, demanding and concerned than ever with acquiring strategic and competitive advantages. The Competition Bureau places high priority on responding to these demands. It routinely monitors the marketplace and regularly visits businesses and stakeholders. It also relies on Canadians to come forward with information about suspected anti-competitive activities.

The Bureau handles complaints and information requests through the Information Centre and the Internet, which are often the first points of contact for consumers and businesses with the Bureau. At the end of 2000-2001, the Centre had recorded 54 479 contacts, an increase of 14 percent from the 47 975 contacts in 1999-2000. This increase can be attributed in part to the higher visibility of the Bureau's 1-800 number, which is staffed from 7:30 a.m. to 8 p.m. (EST). As well, there was a 68 percent increase in complaints and enquiries received via the Internet (from 2542 in 1999-2000 to 4261 in 2000-2001). The data captured on the nature of these enquiries provides valuable information that the Bureau uses to target education and enforcement activities. All enquiries are treated as confidential, and Information Centre employees quickly bring relevant issues to the attention of the appropriate branch.

Communicating with Canadians

The Bureau views communication with Canadians as an essential part of its work, believing that good communication heightens awareness of the Bureau's role and encourages businesses to comply with the law. Within the Bureau, the Communications Branch works with other branches to ensure a coordinated and consistent approach to external communication.

The Web Site

The Bureau's main communication tool is its Web site, which has been improved this year to meet increasing demand. The site nowincludes a Media Room for one-stop shopping for the Bureau's news releases, speeches, information notices and calendar of events. As well, a new Compliance and Enforcement page provides users with information on how the Bureau operates by outlining how it concluded recent cases. The International Affairs page outlines how the Bureau cooperates with its counterparts in other countries to counter crossborder anti-competitive practices. 

The Bureau is also making it easier for Canadians to access information and request certain products through electronic commerce applications. Consumers and businesses can submit enquiries and complaints, apply and pay for textile CA numbers, and request and pay on-line for an advisory opinion any time, day or night.

In addition, the site continues to provide users with information about Bureau activities and decisions, as well as quick access to legislation, policies and guidelines. More than 2000 people have subscribed to the Web site, and receive e-mail notification of news releases and other Bureau information.

The Bureau site also features two dynamic multimedia products in the areas of multilevel marketing and bid rigging. These user-friendly Web products provide information and promote compliance with the Competition Act.

Telemarketing Education Initiative

Over the past year, the Bureau distributed thousands of free pamphlets on deceptive telemarketing practices through its Information Centre, as well as through partners who provide educational seminars on this subject. The pamphlets are also posted on the Bureau's Web site ( http://www.competitionbureau.gc.ca) click on Publications).

Speeches

Bureau staff delivered speeches on a variety of topics during the year, including the internationalization of competition policy, cartels and international conspiracies, and the year's activities in the area of fair business practices. For a complete listing of speeches, please visit the Bureau's Web site (http://www.competitionbureau.gc.ca) and click on Media Room.

Information and Warnings

The Bureau periodically issues news releases or information notices alerting the public to potential illegal or misleading activities in the marketplace. In 2000-2001, the Bureau warned Canadians about mail solicitations, telemarketing scams and phony invoices.

This past year, the Bureau also issued guidelines on intellectual property enforcement, a draft voluntary code entitled Guide to the Labelling and Advertising of Pet Foods, draft enforcement guidelines on the abuse of dominance provisions of the Competition Act, as well as guidelines on abuse of dominance in the airline industry. These publications include guidelines drafted in consultation with stakeholders and consumer interest groups.

Copies of news releases, information notices and bulletins are available on the Bureau's Web site (http://www.competitionbureau.gc.ca) or by calling the Information Centre at 1-800-348-5358 or 819-997-4282.