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View OnlineSubscribe | Media Kit February 19, 2020
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CAM News & Updates
President`s Message

Every month, CAM gets four new member complaints and has about a dozen member complaints on the go. In an association of 400, that’s not too bad. Complaints about non-members are a lot higher, especially in the summer and fall, but we don’t deal with those. Any of you who have been in our complaint funnel in the last year, know that I review all complaints around the 25th of each month. If there are unresolved complaints, I send out an email to the member to get an update on the situation. 

It was wonderful to go through this exercise last week and find out that, of the 15 that were outstanding since November (we didn’t update in December), only five remain outstanding, with three of those being new and still in the 10-day bubble for responding time. One of the other ones is turning into a non-issue and the last one is close to being resolved.

That’s great news! It shows that our members, like us, take complaints seriously. Non-response to a complaint leaves a mark on a member’s record and we are obliged to notify a customer of your history when they ask us about your company. If you have resolved your complaints, then your record is clear. However, in extreme (and, I’m pleased to say, rare) cases, not dealing with your complaints can result in expulsion from CAM and a consumer alert being posted on the CAM website and social media.

Of course, we all know how frustrating some of these complaints can be. I’ve had my own dandies during my time in the field and now often see common threads appearing in current complaints coming in to us. Sometimes, you simply won’t be able to make a customer happy no matter what you do. And we’ve all had customers where their only objective is to get their move for free. CAM recognizes that and don’t “punish” your record simply because there is an impasse of that nature. And if there is an impasse, CAM does have a dispute resolution process in place. As with everything at CAM, we are currently revamping that process … so stay tuned!

It was suggested that CAM consider posting some of the types of complaints we get in hopes that, if you read them, you might be proactive and deal with a potential situation before it crops up. You’ll see a few of these in a new section below.

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Welcome New Member

cam1feb192020.pngWelcome to Real Estate Movers Ltd. of Calgary AB as a new CAM member. Victor Rusu and his company have been in the moving business for over eight years and join an impressive roster of 63 independent movers at CAM (that’s 16% of our membership - and growing). Victor and Real Estate Movers Ltd. can be reached at 4216 54 Avenue, Unit 26, Calgary, AB T2C 2E3 (tel. 403-991-0369,

Supplier Product Spotlight:  “Big Matt” mattress bag dispenser

cam2feb192020.jpgMover’s Equipment and Supplies has your bio-degradable mattress bag solution. They’re now carrying the “Big Matt” mattress bag dispenser. Give them a call to order one.

Moving Company For Sale

If you’ve been thinking about expanding your operation in the Greater Toronto Area, we’ve just posted an ad for a moving company for sale on our website.

Feature Spotlight

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Premiere Van Lines

The Canadian moving industry generates over $2 Billion each year. As part of the Premiere Van Lines franchise and Atlas Van Lines agent, your business can grow from a local or regional mover to become part of a national network. Take advantage of our advertising programs that drive business to your door. We provide all the training and tools you will need to be successful in this industry.

Learn More

Coronavirus – Covid-19 

Everyone is talking about the Coronavirus, originating in Wuhan, China in late December.  We know, like CAM President Nancy Irvine, that many of you have connections with people living in China and are up to speed on quarantines, self-isolation and mask and hand-sanitizer shortages.  We also know that there is a lot of misinformation about the virus and its transmission out there.  Thanks to Terry Krulicki of Premiere Van Lines (Winnipeg) for providing this infographic. 


At the time of writing this newsletter (February 11th), the rate of contracting the virus was slowing down and it is almost fully contained within the province of Hubei in China. 

There have been some discussions amongst our members regarding servicing incoming shipments from China.  CAM is working closely with the International Association of Movers (IAM) and their Chinese members, to keep on top of regulations that *may* come into effect at some point in the future.

This is a very fluid situation and we will advise the membership through email should restrictions be put in place.  At the moment, there is no notification that there is a risk to anyone working with a shipment from China.  

Important CAM Code of Ethics Reminder

cam4feb192020.jpg…about lead referrals and 3rd party service-providers

You may have an occasion where you cannot handle a moving referral given to you by CAM and want to pass it along to another mover. When referring a lead from CAM, please try to use an accredited CAM member for all origin and destination services. You can check to see if they are a CAM member by entering their name in the Member Directory search box.

If you are unable to use an accredited CAM member, you must advise the customer that their household goods and personal effects are being moved by a company that is not a CAM-accredited member and therefore not subject to CAM’s operating standards and practices.

We’ve had a couple of situations come up, in recent times, where there has been confusion for the customer because there was damage during the move and they are after CAM to resolve the situation, even though and the move was subcontracted out to a non-CAM member. Please be upfront with your customers if you are not going to service the job yourself.

30-Year-Old Man Pleads Guilty in Moving Scam

cam10feb192020.jpgOn January 27, 2020, the first of 12 people charged in an US nationwide moving scam in July of 2018 pleaded guilty.  The movers were accused of defrauding, extorting, and stealing from around 900 customers.  In total, US federal prosecutors say the operation was valued between $1.5 million and $3.5 million.

Common CAM Complaints

cam5feb192020.jpgBelow is a simple list of some of the more common complaints involving CAM members that have come across our desk in recent months. Again, thanks to our members for taking these complaints seriously and working toward a quick resolution.

  • Weight being off and the customer paying considerably more for their move (often due to the member not verifying the weight prior to the move, ie. by site visit or video survey).
  • Customer’s lack of understanding of the consequences when refusing replacement cost protection (could this be explained better before signing on the dotted line?).
  • CAM member failing to deal with claims in a timely fashion, hoping the customer goes away (which only escalates the problem). In the past year, we have had more than a dozen complaints regarding claims that have been over six months to resolve.

CAM is doing its part to help out by creating a customer-facing website that will assist in educating the customer on the moving process.

Product Spotlight



Snowbirds Auto Connection Ltd.

Snowbirds Auto Connection is a family-owned and operated vehicle transport company providing reliable, door-to-door, damage-free transportation across Canada and the U.S. SAC offers a variety of services including coast-to-coast transportation, cross-border relocation and vehicle storage.

Learn More


Your ad could be here! Click above for more information about this exciting opportunity.

Learn More

How to Treat a Client

cam11feb192020.png…with Respect and Dignity

It’s practically taught in every kindergarten — treat others as you would like them to treat you. And when it comes to business, choosing to treat customers with respect isn’t just about being a good person, it’s good business, too. Grab a coffee and take a few minutes to remind yourself of the importance of common decency.

Canadian Study on Mental Health of Long-Haul Drivers


In its commitment to Canadian research and development in the moving and transportation industry, CAM is partnering with Dr. Vicki Kristman of Lakehead University on her research “Improving Workplace Factors to Advance Labour Force Participation, Work Productivity and the Prevention of Work Disability in ‘At-Risk’ Northwestern Ontario Populations.”

To simplify, Dr. Kristman is doing a study on trucker depression.  Truck drivers have one of the highest rates of injuries and illnesses of all occupations.

The health and safety of truck drivers is important to CAM.  Drivers are the heart of our members’ operations.  Their ability to function safely is key to our moving companies being able to deliver their customer’s goods.  Because mobile workers are often under pressure and stress, Dr. Kristman’s project will enhance their wellbeing by providing them with an opportunity to share their on-the-job experiences.  President Nancy Irvine is looking forward to working with Dr. Kristman and her research team.

How can you help?  They are looking for a minimum of 210 truck drivers and we’d like to have the moving industry included in the research so that it isn’t all about transport drivers.  Our drivers face unique challenges.  So please, let’s represent. 

To find out more about the study or to participate, click here.

If you have any questions, please feel free to contact CAM President Nancy Irvine.

CAM’s “Sign up & win” – Last chance!


Are you keeping CAM news to yourself?  In most offices, unfortunately, the answer is … yes.

With the growth and relevance of our newsletter, this would be a great time to get more co-workers familiar with this quick read.  And for that, we will reward you!

Simply sign up your coworkers (here or at the <<Subscribe>> button at the top) to receive their own copy of The Mover’s Edge newsletter and your office will have a chance to win the last Tim Hortons gift card!

Thanks to all those CAM members who have signed up.  We hope you are enjoying The Mover’s Edge.


Choosing a Mover Is Made Easier


CAM’s Choosing a Mover pamphlet has been updated and improved.  Our pamphlet can be handed to your prospective client to help you close your sale. It sets you, as the bearer of the flyer, apart from your competition and that rogue element as a Certified Canadian Mover and a trusted, reputable service-provider.  The new flyer has a modern look designed after our new website (ready in late April) and even has space for you to add your logo or company contact details.  Contact CAM to place an order.


The French version of this brochure is currently being translated and we will let you know when it is ready … there are a lot more words to fit in! | | Media Kit
Canadian Association of Movers (CAM)

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