2010a n n u a l GENERALm e e t i n g

table OF CONTENTS

Agenda 3

Minutes 4

Nominating Report 8

Annual Report 2009 9

Operating Results and Balance Sheet 15

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53nd annualGENERAL MEETINGMonday, May 17, 2010; 4:00 p.M.The edmonTon PeTroleum Club

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1. CalltoOrderandConfirmationofQuorum

2. WelcomefromtheChair

3. ApprovaloftheAgenda

4. ApprovaloftheMinutesofthe2009AnnualGeneralMeeting

5. BusinessArisingfromtheMinutesofthe2009AGM

a.BetterBusinessBureau-RicWrobelMemorialAward

6. Treasurer’sReport

7. AppointmentoftheAuditor

8. AppointmentofCounsel

9. President’sReport

10. ReportoftheNominatingCommittee

11. NewBusiness

12. AcknowledgementofLongTermMembers

13. Inductionintothe50YearsofTrustClub

14. Adjournment

3

agenda

Call to Order and Confirmation of Quorum1. ActingChairSeanMelrosecalledthemeetingtoorderat4:00p.m.HecalleduponChrisLawrence,President,todeclareaquorum.ThebylawsoftheBBBrequireaminimumof15memberspresentforaquorum.Havingseenthatthereweremorethan15memberspresent,aquorumwasdeclared.

Welcome from the Chair2. ActingChairSeanMelrosewelcomedall thosepresent.He recognizedBBBBoardMemberspresent.HealsoexplainedthatChairPaulWielenssenthisregretsfornotbeingabletoattendthemeeting.

Approval of the Agenda3. TheagendawasprovidedintheAGMkit.MOTION:RayGrenier/RoseHenry“Thattheagendabeapprovedaspresented.”Carried

Approval of the Minutes of the 2008 Annual General Meeting4. Theminutesfromthe2008AnnualGeneralMeetingwereprovidedintheAGMkit.MOTION:MikeSeniuk/WayneDosman “That the minutes of the 2008 Annual General Meeting be approved aspresented.”Carried

Business Arising from the Minutes of the 2008 Annual General 5. Meeting

a. TributetoRicWrobel

ChrisLawrencewascalledupontoannouncethattheBoardhasapprovedthe Better Business Bureau - RicWrobelMemorial Award,whichwillprovidefive$5000annualawardstoaUofABusinessFacultystudentwithsatisfactoryacademicstandingenteringthethirdorfourthyearofstudyintheSchoolofBusiness.Selectionwillbebasedondemonstratedleadership through involvement and participation in University orcommunityactivities,sportsorculturalactivitiesandacademicstanding.Thisawardisopentofulltimeorparttimestudents.

52st annual GENERAL MEETINGmondAy, mAy 11, 2009; 4:00 P.m.The edmonTon PeTroleum Club

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minutes

CindyWrobelwas in attendance to speak in response to the tribute to herhusband.

Treasurer’s Report6. Asummaryoftheauditedstatementsfromfiscalyear2008wasincludedintheAnnualReport.TreasurerJohnCaputoprovidedareportonfiscalyear2008.SVSGroup,CharteredAccountantsofEdmonton,Alberta,auditedtheBureau’sfinancial statements. Itwas indicated that the full auditedstatementswereavailableforreview.

MOTION:RoseHenry/WayneDosman“ThattheAuditedFinancialStatementsforfiscalyear2008beacceptedaspresented.”Carried

JohnCaputothankedChrisLawrenceandherstafffortheireffortsin2008.

Appointment of the Auditor7. MOTION:MikeSeniuk/JohnCaputo“That the firm of SVS Group LLP be appointed as auditors for the BetterBusinessBureauofCentralandNorthernAlbertaforfiscalyear2008,subjecttoarebiddingprocess.”Carried

Appointment of Counsel8. MOTION:RayGrenier/RoseHenry“ThatthefirmFieldLawbeappointedaslegalcounseltotheBureaufortheyear2009.”Carried

President’s Report 9. The Annual Report for 2008 was included in the AGM kit. President ChrisLawrenceprovidedbriefhighlightsfromtheyear.

Report of the Nominating Committee10. TheNominatingCommitteeReportwasattachedtotheagenda.ActingChairSeanMelroseprovidedanoverviewofthenominees.

ThefollowingwerenominatedasDirectorsoftheBetterBusinessBureauofCentralandNorthernAlbertafortheperiodstartingMay11,2009andcontinuingtotheAnnualGeneralMeetingin2011: RoseHenry CollinHerbers ColinKuefler SeanMelrose

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ActingChairSeanMelrosecalledthreetimesforfurthernominationsfromthefloor.MOTION:RayGrenier/WayneDosman“Thatnominationscease.”Carried

SeanMelrosecongratulatedalltheelectedBoardMembers.

New Business11. a. NewBusinessItems TherewerenoNewBusinessItems.

Acknowledgement of Retiring Directors12. The following retiring Board Members were recognized by ActingChairSeanMelrosefortheircontributions:RayGrenier,DwightKochandDaleMartin.

Acknowledgement of Long Term Members13. ActingChairSeanMelrosepresentedlongtermmembercertificatestothosememberspresentwhoqualified.

Awards were presented to the following companies for theirinvolvementwithBBBfrom1959–2009: BlanchettNeonLtd Northlands StuartOlsonConstructorsInc TimeBusinessMachinesLtd WeathermakersLtd

The following alumni of the 50 Years of Trust Club were alsorecognized: A.ClarkRoofingandSidingLtd HenrySingerFashionGroupLtd McBainCameraLtd WaterlooFordLincoln

Adjournment14. MOTION:RoseHenry/MikeSeniuk“That the Better Business Bureau Annual General Meeting beadjournedat4:35p.m.”Carried

DrawforDoorPrizeAftertheconclusionofthemeeting,adrawwasheldfora42inchLiquidCrystalTV,donatedbyJohnsonInc.RoseHenry,fromCorusEntertainment,wasthewinner.6

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Report of theNOmiNATiNG COmmiTTEE

Chairperson: Paul Wielens

1. Board of Director Status

Directors eligible for an additional 2 year term (expires 2011) BobCampbell (servedsince2008) JohnCaputo (servedsince2004) WayneDosman (servedsince2008) RobertHebert (servedsince2006) DavidOsbaldeston (servedsince2006) PaulWielens (servedsince2003)

Retired/Resigned Directors

CollinHerbers (servedsince2003) ShawnBrown (servedsince2004)

New Nominees

SherryGalan,HomeReuseablesLtd

Sherry Galan is co-owner of Home Reuseables Ltd. which buys and retails“experienced” building products. The business has been in operation for threeyears.

SherryworkedfortheRoyalBankfor25years,inavarietyofpositions,endinghercareerasamanagerinfavourofentrepreneurship.Sherry’seducationalbackgroundincludesHumanResourceManagement,AdultandContinuingEducationandSelfEmploymentTraining.

ShehasheldnumerousvolunteerpositionswithintheEdmontonarea,includingtenyearswiththeStolleryChildrenshospital,communityleagueboards,UnitedWay,BigSistersandScouts.

2. Nominations

ThefollowingarenominatedasaDirectoroftheBetterBusinessBureauofCentralandNorthernAlbertafortheperiodstartingMay7,2010andcontinuingtotheAnnualGeneralMeetingin2011: BobCampbell JohnCaputo WayneDosman SherryGalan RobertHebert DavidOsbaldeston PaulWielens

3. Executive Committee

TheNominatingCommitteewillberecommendingthefollowingmemberstothenewBoardforelectiontotheExecutiveCommitteeforatermofoneyear.

Chair PaulWielens ViceChair SeanMelrose Treasurer JohnCaputo FinanceCommitteeChair WayneDosman

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2009annua l REPORT

ourmiSSiON

ourViSiON

Tobetheleaderinadvancingmarketplacetrust

Anethicalmarketplacewherebuyersandsellerscantrusteachother

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Whatayear!

In2009,theentireBBBsystemheraldedinaratingsystem,movingawayfromthesatisfactory/unsatisfactoryprotocols,toamorerobustA+throughFanalysis.Aswell,theBBBsystemraisedthebaronourstandardsforaccreditation,combingthreeprevioussetsofstandards intoone,which is inclusiveoftheBBBOnlineCodeofBusinessStandards.

Our local BBB also initiated a Search Engine Optimization process to supportAccreditedBusinessesbeingfoundontheinternet.Asaby-productofthis,theBBBofficealsosawanincreaseinvisitorstoourwebsites,inquiresandcomplaintsfiled.

OurBBBandourAccreditedBusinesseswerenotexemptfromtherepercussionsoftheglobaleconomy.Aswescrambledwithexistingstafftomeetthedemandsof almost double the number of complaints and inquiries coming ourway,westill were able to exceed the financial objectives established by our Board ofDirectors.

ThankstoatalentedBoardofDirectors,adedicatedstaffandagrowingrosterof AccreditedBusinesses, theBetter Business Bureau of Central andNorthernAlbertaisinagreatpositionforourfuture.IthasbeenaprofoundpleasuretobeassociatedwithourBBB,andIlookforwardtoourgrowingopportunitiesforyearstocome.

CEO’smESSAGE

ChrisLawrencePresidentandCEO

Respectfullysubmitted,

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StartWithTrustEstablishandmaintainapositivetrackrecordinthemarketplace

AdvertiseHonestlyAdheretoestablishedstandardsofadvertisingandselling

TelltheTruthRevealall relatedconditionsorexceptions regardingproductsorservicesoffered

BeTransparentOpenlyidentifythenature,locationandownershipofthebusiness;clearlydiscloseallpolicies,guaranteesandproceduresthatbearonacustomer’sdecisiontobuy

HonourPromisesAbidebyallwrittenandverbalagreements

BeResponsiveAddressmarketplacedisputesquickly,respectfullyandreasonably

EmbodyIntegrityApproach all business dealings, marketplace transactions andcommitmentswithintegrity

SafeguardPrivacyProtect any data collected against mishandling and fraud, andrespect the preferences of customers regarding the use of theirinformation

BBB Accredited Businesses arecommittedtothefollowingprinciples:

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principles FOR TRuST

20082009

20082009

27192775

234,939 89,976Visitors

AsofDecember31,2008

998,208 943,691Hits

20082009

3,4176,042Received(Opened)

5,638 3,505

1,120 1,090

1,118 1,111AccreditedBusiness(Closed)

AccreditedBusiness(Opened)

Answered(Closed)

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complaintSTATiSTiCS

websiteSTATiSTiCS

accreditationSTATiSTiCS

Complaints

2,6603,654

3,5053,417

0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

Opened Closed

20092008

20082009

20082009

99.40%98.52%

224,947 149,366

67.68% 69.20%

72.84% 69.20%

AccreditedBusiness

Non-AccreditedBusiness

Total

AccreditedBusiness

323,431 275,388Total

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satisfactioniNdEx

inquirySTATiSTiCS

Inquiries

323,431

224,947275,388

149,366

0

50,000

100,000

150,000

200,000

250,000

300,000

350,000

Accredited Businesses All

20092008

2009

$1,288,074$1,142,091

$ 145,983

$ 667,320

$ 20,000$ 77,559

$ 764,879

$ 77,201$ 17,320$ 94,521

$ 670,358

$ 764,879

Financials

RevenuesExpenses

ExcessRevenue(Expenses)

Balance Sheet

CashandSundryAssestsRestrictedCash:RicWrobelMemorialAwardFundCapitalAssets

PayablesandAccrualsLeaseInducementTotalLiabilities

NetAssetsAvailable

2008

$1,145,408$1,127,674

$ 17,734

$ 526,880

-$ 90,637

$ 617,517

$ 62,162$ 25,980$ 88,142

$ 529,375

$ 617,517

2007

$1,064,358$1,047,038

$ 17,320

$ 516,092

-$ 98,706

$ 614,798

$ 68,517$ 34,640$103,157

$ 511,641

$ 614,798

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statementOF OPERATiONS

Revenues vs. Expenses

0

200,000

400,000

600,000

800,000

1,000,000

1,200,000

1,400,000

2009 2008 2007

RevenuesExpenses

Better Business BureauServingCentral&NorthernAlberta

888-9707110StreetEdmonton,ABT5K2L9

Phone:780.482.2341Fax:780.482.1150www.edmonton.bbb.org