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CAPP Questions & Answers

Q & A about the CAPP…

    Through our work we frequently hear comments like….

From the consumer….How do I know I can trust the company I am about to do business with?

From the business ….How can we attract consumers to do business locally instead of going out-of-town?

1.                  What is the CAPP?

The CAPP stands for Clinic Assistance to Promote and Protect. These three elements are the focus of this program. Promoting business while protecting consumers is the central focus. When this process experiences difficulties, providing assistance is offered through an alternate and feasible resolution process.

2.                  Who is involved in the CAPP?

The CAPP is for all individuals or businesses, regardless of size,  

In addition to businesses, the CAPP will also register information on consumers, specifically those with a history or pattern of problems when dealing with businesses.

3.                  What is the purpose of the CAPP?

The CAPP is intended to create a registry of all individuals who

provide and carry on commerce within the Municipality. In so doing, consumers and businesses will have a resource where they can access information about a client or business prior to engaging their services or products.

4.         How does it work?

Each business will be required to register with the CAPP office.

5.         What happens if they don’t register?

Businesses who fail to register may experience a negative response from consumers since they have failed to register with the CAPP.

6.         How does it work?

Consumers or businesses can contact the CAPP by telephone and inquire about the complaint history and resolution history as it exists.

-         consumers or businesses will be questioned to determine if commerce has been conducted directly with the individual or company they are reporting.

-         must have done business with them within the last two years from the date of their inquiry. This will coincide with the standards and requirements under the Ontario Limitations Act.

7.         What happens if I have a complaint?

Complainants will be asked a series of questions and information will be filed in the registry.

Complainants will be asked if they would like assistance to try and resolve the matter. If so, trained mediators will make contact with the parties with a view to resolving the matter.

8.         What if mediation doesn’t work?

Failure at mediation will not prevent any party from proceeding with a court action.

The aim of the mediation process is to try and resolve the matter while avoiding the high cost of a legal process.

9.          How much is this going to cost?

Accessing information through the CAPP office with reference to any business or consumer – will generate no cost.

In addition, mediation will be offered without charge through the Legal Clinic. Successes at mediation will be entered into the database as well as complaints that remain outstanding.

10.       How confidential is this process?

Information provided by any complainant will be held confidential and provided to those who inquire and who are eligible to receive it.

No individual will be able to access the database directly, nor will they be allowed to make inquiries “out of interest”. Anecdotal complaints will not be accepted by third parties.

11.       Where will the CAPP office be located?

The CAPP office will be housed in the Legal Clinic and be subject to all measures now implemented for confidentiality and security.