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Complaint Intake

What CAM Will Do

It is important for you to understand CAM's role in handling complaints, before you complete and submit this form.

The Canadian Association of Movers (CAM) is a non-profit trade association. CAM does not dispense legal advice nor provide arbitration services. Any ideas, concepts, or theories that are discussed should be reviewed by your own legal counsel. CAM is not a consumer advocate or consumer interest group.

If the mover is a CAM member. CAM will:
- record the complaint.
- act as facilitator and provide contact information as appropriate.
- refer the matter to the mover for response and resolution.
- if appropriate, refer the matter to the affiliated van line for response and resolution.
- advise the consumer of action taken on the consumer's behalf and responses received.
- if appropriate, refer the matter to an independent body, like the Better Business Bureau, for arbitration.

If the mover is NOT a CAM member, CAM WILL NOT CONTACT THE MOVER, but will:
- record the complaint, to warn other consumers.
- recommend an appropriate course of action.
- provide contact information for governmental consumer agencies, the Better Business Bureau or other enforcement agencies (as best we can).

About This Form

This form collects information about your recent move complaint. In addition to collecting general information about your problem, it will also ask if you wish to provide more detailed information related to your move experience.

The detailed information will help us to learn more about the state of the moving industry in Canada, and specifically capture details to identify any behaviours, trends, and scope of issues that might exist. To answer the detailed questions, it's a good idea to get all records you have ready - emails, logs of phone calls and phone numbers, key dates related to your move, and any records of paperwork.

Specifically, we'll be asking for:
- dates related to your search for a mover, your pickup, and your delivery of goods
- phone numbers and names used in your original search, pickup, and delivery
- contract details related to your original quote and later changes made to your contract
- details on fees, means of payment, and other interactions

Note: if you choose to complete all of the questions in this form, it will take a while. Two important things for you to know: (1) your progress will be saved as you complete the form, and (2) you'll be able to download a copy of everything you enter in case you need to share it, or save it for your own records.

If it is relevant to your complaint and you've not already done so, please consider completing a Canada Revenue Agency (CRA) report. You may be asked for your CRA file number later in this form.

1.0 Privacy Notice and Consent
This section explains CAM's privacy rules and asks for your consent to share your information and, possibly, to take further action.

Privacy Notice

At the Canadian Association of Movers (a.k.a. 'We' or 'Us), data protection is a core pillar to our ability to achieve our goals. The information you provide to us will help document current practices in Canada's moving industry. The following notice provides you with information about how we process your personal information. 

INFORMATION WE COLLECT

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 USE YOUR INFORMATION

We will use your personal information as provided to create and manage a database of anyone negatively impacted by moving companies across Canada. The information will be analyzed at both the individual and aggregate level to identify possible trends, similarities between cases, and inform our strategic plan to offer better services and guidance to impacted people and relevant authorities.

It is important to note that we rely on various third-party service providers to operate efficiently. We have executed contractual agreements with the following service providers to only use the information for the purposes of providing us the necessary services. Currently, these service providers include:
- Google, for database management, hosting, and management of web content

HOW WE DISCLOSE YOUR INFORMATION

As part of the registration process, you can choose to opt-in whether you consent to our sharing of personal information with relevant government agencies, such as the Canada Revenue Agency, Competition Bureau Canada, provincial Consumer Rights Protection agencies, or other authorities with prosecution powers. You are able to update your consent at any time.

If you do not opt in, we will never disclose your personal information in identifiable format. All public reporting will be done at the aggregate level, taking care not to identify you specifically.

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

When accessing the questionnaire, you are able to access, revise, download, and delete the information you provided as linked to your Google account.

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.

2.0 Your Contact Details
What are your contact details?
Who is filing this complaint today?
If no, please skip to next question.
3.0 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 address of the company you hired?
4.0 Mover Selection
This section helps to understand how people select movers and to help us learn more about current companies in the market and how they operate.
Would you like to answer a few questions about why, and how, you selected your mover?
If you have more information to share about how you selected your mover, or if mover selection forms part of your complaint, select YES above to view additional questions.  If not, select NO and skip to the next section.
Mover selection information
To capture details about the selection of your mover.
Why did you select the mover you hired?
Check all that apply.
How many quotes did you get before picking a mover?
Where did you check for reviews on the company before hiring them?
Check all that apply.
5.0 Complaint Overview
This section gathers critical information about your compaint, the locations and timelines of your move.
Describe your complaint.
If using Other, please provide as much detail as possible.
Where were your goods to be picked up from?
Leave blank if your goods have not been picked up.
Where were your goods to be delivered to?
Leave blank if your goods have not been delivered.
If your delivery date was stated as "the week of", then enter the first date in that week here. If none provided, leave blank.
If your delivery date was stated as "the week of", then enter the last date in that week here. If none provided, leave blank.
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?
If no, did you request a written contract before your goods were picked up?
Was there any cargo protection (i.e., liability/insurance/moving valuation) mentioned in your correspondence prior to your move?
Would you like to answer a few more questions about the contract for your move?
If you have more information to share about the estimate and/or scheduling of pick-up and delivery, or if the contract and/or late pick-up/delivery form part of your complaint, select YES above to view additional questions.  If not, select NO and skip to the next section.
Move Contract
This section captures basic details about the contract - the agreed timing, services, payment arrangements - of your move.
Was your planned move date changed by the mover, either earlier or later, or to a time that was unacceptable?
Please reflect the value in Canadian dollars (CAD).
How did the mover confirm your shipment size?
 Check all that apply.
How was your moving cost calculated in the estimate?
If using Other, please provide as much detail as possible. Please reflect the price in Canadian Dollars (CAD).
(e.g. 1000 pounds x $1.00/pound = $1000 estimated)
(e.g. "half a truck", $4000 for full truck, so $2000)
(e.g. "we charge $1500 for a one-bedroom apartment")
How was this rate communicated to you?
If your rate was provided over the phone, was there ever follow-up or confirmation in writing (like over email)?
Approximate date is fine. If not applicable, leave blank. 
If not applicable, leave blank. 
If not applicable, leave blank. 
If not applicable, leave blank. 
Were additional fees, other than weight, included in the contract?
At any point before moving day, did you speak to a different organization than the one you hired, or were you ever uncertain of the organization you were talking to?
An example of identifying themself would be the representative saying "I am with XYZ Movers. Your truck will come at ___."  An organization not identifying themself would be a new phone number calling you and simply saying "Your truck will come at ___" or calling that number and the organization identifying themself as "movers" or any other vague answer.
Please leave blank if you do not believe you were contacted by a different organization.
Please leave blank if you do not believe you were contacted by a different organization.
Please leave blank if you do not believe you were contacted by a different organization.
6.0 Pickup Day
This section goes through the day of your pickup.  If you have information to share about pickup day, or the events on pickup day form part of your complaint, select YES below.  If not, seclect NO and skip to the next question.
Was the company that showed up to your home the same as the one you hired?
More questions will be asked about your pickup and delivery later.
Would you like to answer a few more questions about what happened on pickup day?
Pickup day information
To collect detailed information about pickup day.
Please describe the movers. Check all that apply.
Were there any last minute changes to your pickup time?
An example answer would be "ABCD123 - Ontario".
Did the arriving movers state that there could be additional fees not mentioned before?
 We'll ask for a narrative description of your additional fees later on.
When did the movers tell you there could/would be additional fees?
Leave blank if not applicable.
Which new fees were mentioned?
Leave blank if not applicable.
Did the movers make an inventory your goods with numbered stickers?
Did the movers provide you with an inventory of your goods loaded into the truck?
Did the movers follow your instructions? (Obey condo bylaws, park in appropriate areas, etc.)
When was a contract/bill of lading signed?
Please write it as it appeared on your documents.
Was the name of the organization on the contract different from the organization you hired?
If no date was noted, please leave blank.
If your promised delivery date was a particulat week, such as "the week of November 22", then enter the last possible date in that week (e.g., Novermber 26, 2020).
How long did the movers take to complete the loading?
7.0 Goods in Transit (After Pickup and Before Delivery)
The following section reviews what happened with your relationship with the company you hired once they had your goods, but had not yet delivered them.
Was there any change in delivery date after your goods were loaded in the truck?
Would you like to answer a few more questions about what happened while your goods were in transit, that is, after they were picked up and before they were delivered?
Goods in Transit
This section captures basic details about the period while the goods in transit contract - what you knew about new timing, services, cost - of your move.
Did the moving company communicate exclusively with you over the phone, so that you had nothing in writing?
An example of the ideal format would be "416-555-7777 - ABC Movers - Mary.
Ignore if not applicable.  E.g., This would be if your goods were estimated at 1000lbs and then changed to more than 1500lbs.  For reference, 1 kilogram = 2.2 pounds (lbs).
Ignore if not applicable.  E.g., half a xx-ft truck/quarter of a xx-ft truck; or 1000 cubic feet. Please provide details if possible.
Ignore if not applicable.  E.g., if your rate was originally quoted as  $0.50/pound and then increased to $0.70/pound; or was quoted as $2.50/cwt and increased to $3.00/cwt. Please reflect price in Canadian dollars (CAD).
Would you like to answer a few questions about scaling and weigh scale tickets?
Weights and Scaling
To collect information about weight variances and scale tickets.
Did you ask for a weigh scale ticket?
Did the movers provide the weigh scale ticket to you?
This would often be an organization different from your moving company, but in some circumstances could be the same.  If names of multiple organizations appear, please list all. If you did not receive a weigh scale ticket, please leave blank.
Please note this information exactly as it appears on the date and  time stamp. 
If you did not receive a weigh scale ticket, please leave blank.
Did you ask for a reweigh of your goods?
Did the mover reweigh your goods and quote you a lower weight?
A 'lower weight' would be if you were originally quoted at 3000lbs and then told the reweigh was 2500lbs.
 Leave blank if not applicable.  Please reflect the price in Canadian dollars (CAD).
8.0 Paying For Your Move
This section reviews the process of paying for your move.
How did you pay for the deposit?
How did you pay for the move?
Would you like to answer a few more questions about the cost and the process of paying for your move?
Payment Details
This section captures details about the payment arrangements of your move.
If not applicable, leave blank. In Canadian dollars please.
Was your deposit refundable?
Did the estimated cost of your move change from the quoted amount? If so, which category captures your increase in estimated cost?
Please check only 1 option.
Were any NEW delivery charges (ones not included in the original estimate or after pickup) reflected for any of the following?
If using Other, name the charge and give the reason given to you.
When were you shown your invoice?
When were you given an invoice?
When were you told to pay for the move?
Which payment options did your mover tell you they would accept?
Please check all options that apply.
Did the movers explain what would happen if you refused to pay?
Please check all options that apply.
Did the movers mention a 'storage fee' or other kinds of fees if the invoice went unpaid?
If your move price was inflated above expectations, did the mover offer a discount to settle?
For example, by reducing the price, or 'reweighing' your goods to find a reduced weight, or by offering a 'flat fee' to settle at a lower amount.
9.0 Delivery Day
This section goes through the day of your delivery - what happened, what you were told and more.
Were there any last minute changes made to your delivery time?
When did the movers arrive?
Would you like to answer a few more questions about the movers who delivered your goods?
Delivery Movers
To collect details about the movers who delivered the goods and their activities.
Describe the movers who delivered your goods.
 Check all that apply.
 If yes, note it here with issuing province; if no, leave blank.
Were your goods delivered to you in generally good order?
 Check all that apply.
Would you like to answer a few questions about the loss and/or damage to your goods?
Loss and/or Damage
To collect details about damaged and/or missing goods.
Please reflect the value in Canadian dollars (CAD). If not lost, please leave blank.
Please reflect the value in Canadian dollars (CAD). If not damaged, please leave blank.
10.0 Post-Delivery
This section asks you a few questions about what actions you might have taken after receipt of our goods, in case your move did not go as planned or expected.
What have you done to resolve this complaint?
Please check all options that apply. Please add any others as approriate.
Did the moving company respond to any claims, complaints or follow-up after delivery?
Did you leave a review or make a complaint with any of the following organizations?
Please check all options that apply. Please any others as approriate.
Did the moving company (companies) respond to your review(s) in a way that was factually accurate?
In Canadian dollars (CAD) please.
Would you like to answer a few more questions about your contact with any legal or enforcement authorities?
11.0 Additional Identifiers
This section collects any other information about your moving experience that you can add.
What's the thought that lasts? What does the public need to know? What don't people understand about moving scammers?

Thank you

At this point, you just need to submit your information.