Complaint Intake

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Before you fill out this form, please:

contact the moving company that you booked your move with to try to resolve your issue.
understand CAM's role in handling consumer issues.

What CAM Will Do

The Canadian Association of Movers (CAM) is a not-for-profit trade association representing the interests of member moving and storage companies that does not dispense legal advice nor provide arbitration services. CAM is not a consumer advocate or consumer interest group, nor a regulatory body. Therefore any ideas, concepts, or theories that are discussed should be reviewed by your own legal counsel.

If the mover is a CAM member, CAM WILL:

record the complaint.
share the form (and any additional information you provide) with the CAM member for response and resolution.
as necessary, act as facilitator between you and the CAM member.
if appropriate, refer the matter to the affiliated van line for response and resolution.
advise the consumer of action taken and responses received.

If the mover is NOT a CAM member, CAM WILL NOT CONTACT THE MOVER, but:

will record the complaint.
may recommend a course of action.
may provide contact information for governmental consumer agencies, the Better Business Bureau or other enforcement agencies.

Information We Collect

This section explains CAM's privacy rules.

INFORMATION COLLECTED

We collect the following personal information directly from you when you complete the intake form located on our site.

- First and Last Name

- E-mail Address (s)

- Phone Number (s)

We do not collect any personal information indirectly through publicly-available sources or authorized third-parties.

Our web servers may also collect non-identifying information from your device, such as IP address, cookie preferences and other technical information necessary for the website experience to be as efficient as possible.

HOW WE DISCLOSE YOUR INFORMATION

CAM will never disclose your personal information in identifiable format.

However, if we are required to respond to a lawful access request from law enforcement or government agencies responsible for moving company misconduct, we will notify you of such disclosure prior to the disclosure occurring.

YOUR ACCESS RIGHTS

If you have questions about our privacy practices, would like to make a formal access to personal information request, or would like to challenge our compliance with privacy practices, please contact the designated privacy official at admin[at]mover.net.

1.0 Your Contact Details

Name

Who is filing this complaint today?

Phone

City/Town

State/Province

Country

Would you like to provide a backup email address or phone number?

If no, please skip to next question.

Are you filing this complaint on behalf of someone else? If yes, for whom? (If no, please skip.)

If no, please skip to next question.

2.0 Mover's Contact Details

This section captures some basic information about the mover you hired and, if different, the mover that showed up to do your move.

What was the name of the company you hired to move your goods?

Address

City/Town

State/Province

Country

What is the company's website?

Please list the names of any representatives you communicated with at the company you hired.

What was the main email address of the moving company representative you dealt with?

What was the main phone number used by the moving company representative? (as applicable)

3.0 Complaint Overview

This section gathers critical information about your complaint.

What is the general nature of your complaint? Please provide details.

What results would you like to have by submitting this complaint?

4.0 Move Overview

This section gathers general information about the locations and timelines of your move.

Where were your goods to be picked up from?

City/Town

State/Province

Leave blank if your goods have not been picked up.

Where are/were your goods to be delivered to?

City/Town

State/Province

Leave blank if your goods have not been delivered.

What was the planned loading/pick-up date for your goods?

When were your goods actually picked up?

When is/was your actual delivery date?

If uncertain, please use your closest estimated date. If your goods have not been delivered, please leave this blank.

Did the moving company provide a written contract before pickup?

Yes

If no, did you request a written contract before your goods were picked up?

Yes

6.0 Pickup and Before Delivery

This section goes through the day of your pickup and what happened once they had your goods, but had not yet delivered them.

Was the company that showed up to your home the same as the one you hired?

Yes

Unsure

If a different company showed up, what was the name of the company that showed up to move your goods?

Once your goods were on the truck, did any conditions of your move as laid out in your contract change (e.g., delivery date, cost, payment options, etc.)?

Yes

Not applicable - I didn't have a contract

If yes, conditions changed, please describe.

If applicable, how did the moving company explain those changes in delivery date to you?

8.0 Delivery and Post-Delivery

Were your goods delivered to you in generally good order? Please check all that apply.

They were mostly in good order

Goods were missing

Goods were damaged

I received someone else's goods

Other (please provide details) …

If applicable, please describe any loss or damage to your goods.

Are there any other details about delivery day that you'd like to include? Please describe.

What have you done to resolve this complaint? Please explain.

This section goes through your delivery - what happened, what you were told and more.

9.0 Additional Information

This section collects any other information about your moving experience that you can add.

Is there anything else you would like to tell us about your moving experience?

What's the thought that lasts? What does the public need to know? What don't people understand about moving scammers?

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