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ADVANCING ETHICS BBB VISION: An ethical marketplace where buyers and sellers can trust each other. Your BBB Accreditation is supporting the advancement of ethics by sponsoring our consumer services, and by committing to make a good faith eort to resolve disputes through self-regulation. In 2012, BBB opened 42 investigations on companies that were considered suspicious. One investigation on the paving company, Holman Contractors, led to CTV media coverage in June 2012. Advertising Reviews completed: 76 216% increase from 2011 OUR FREE CONSUMER SERVICES The Dispute Resolution department at your BBB had another busy year, with exciting and valuable results for consumers and businesses alike. Complaints closed: 8,600 Accredited Business complaints: 15% Non-Accredited Business complaints: 85% Accredited Business complaint resolution rate: 100% Non-Accredited Business complaint resolution rate: 67% The Dispute Resolution department at your BBB will continue to assist our BBB Accredited Businesses and consumers. <strong>Our</strong> dedicated sta would be happy to consult with your business on customer satisfaction strategies. Just give us a call! DID YOU KNOW? Resolved Complaints Appear In Your BBB Business Review So Consumers Can See That Your Company Makes a Good Faith Eort to Resolve All Complaints
TORCH AWARDS The Torch Award is a symbol of a company's commitment to honesty and integrity toward customers, employees, shareholders and community, and is the highest achievement the BBB awards to businesses. “Jazz Club at the Centennial" was our theme and title of the 5th Annual Torch Awards this year to honour BBB system’s 100th year anniversary and our local BBB’s success since our founding in the late 1930s. The event had 150 registered guests, and was held at the Rosewood Georgia Hotel in downtown Vancouver. 2012 Marketplace Excellence Award - Large Category Recipient: Rogers Group Financial 2012 Marketplace Excellence Award - Small Category Recipient: China Star Holiday (Canada) Ltd. 2012 Green Award - Recipient: Mills Basics Catch future BBB BizSmart News releases for 2013 Torch Awards Updates!
Page 1 and 2: Marketplace Relevance ANNUAL REPORT
Page 3 and 4: Registration and Networking Value E
Page 5 and 6: LOOK FOR THE LOGO CAMPAIGN For 2013
Page 7: In 2012, we had 928,200 new visitor
Page 11: CONSOLIDATED FINANCIAL STATEMENTS
Page 21 and 22: MESSAGE FROM THE CHAIR We have had

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