What is Operation Integrity?
CMA's Operation Integrity was implemented in 1978, in co-operation with the Consumer and Corporate Affairs Branch of Industry Canada, to help consumers who have a problem with a purchase made by mail, telephone or the Internet. The program applies to CMA members and is recognized in all provinces and territories.
How does the program work?
If you have a problem with a member of the CMA, send a written complaint to:
Operation Integrity
Canadian Marketing Association
1 Concorde Gate, Suite 607
Don Mills, Ontario
M3C 3N6
Please include your name and address, the name and address of the company that the complaint is being made against, an outline of the complaint including type of product ordered and proof of payment including photocopies of the front and back of cashed cheques, a credit card statement or a money order.
Your complaint will be screened and classified according to one of the following categories:
- Non-fulfilment (product ordered but not received)
- Record or book club (i.e. unable to cancel, improper charges, communication problem, awaiting credit, etc.)
- Mail order: awaiting partial credit or refund; overpayment or returned merchandise; communications problem
- Magazine subscription problem
- Mail order: product not as advertised or of inferior quality
- Internet and other electronic media.
Once the complaint is processed, a copy of the documentation is forwarded to the company against whom the complaint has been lodged. CMA will also send you an acknowledgement of receipt of the complaint. The company is asked to look into the problem and to rectify it as quickly as possible.
How is the program enforced?
If the complaint is not resolved, CMA will investigate on your behalf. If we are not satisfied that every effort has been made to resolve your complaint, a member committee is formed to investigate the conduct of the company and file a report with the Board of Directors. The Board may terminate membership in CMA if it determines the Code of Ethics and Standards of Practice has been breached.
If CMA is unable to solve the problem or there is evidence of fraud, your complaint will be referred to the Competition Bureau for further investigation.
How successful is the program?
Operation Integrity achieves a resolution rate of over 95 per cent when dealing with complaints against CMA members. Even with non-member companies a successful settlement of the problem is reached in a majority of cases. Repeat offenders are monitored and can be denied membership in CMA if frequent complaints are received against them or if they appear to be unwilling to resolve problems reported by consumers.
