In this section you will find the most recent edition of the RIBO Bulletin along with archived copies from the spring edition 1999 onwards. Feel free to contact us with any questions or comments.

WINTER 1999 - Volume 19 - No.82

President's Message

Qualification and Registration Committee Report

Examiner's Corner

Elected to RIBO Council

Re-elected to RIBO Council

Results of the November 1, 1999 Election

1999 - 2000 Directors

Annual Meeting 1999 - November 4, 1999

Notice: Prepaid Legal Service Products

Decisions of the Discipline Committee

Keeping Records

Notice to Brokers Licensed to Do Business in Quebec

Additions & Deletions From the RIBO Register (Sep. 3 - Nov. 19)

Members of Council - Registered Insurance Brokers of Ontario

Member Assistance Directory

President's Message

Art Despard

During my five years on Council I've written a number of columns for the Bulletin. I am now honoured to give my first message to you as RIBO President. I welcome the opportunity to work with Council and represent your interests in the year ahead. Once again we will be faced with many challenges as our industry enters a new millennium. As always, our goal will be to strengthen our profession and continue to protect the public.

The November 4th Annual Meeting, chaired by Lorie Guthrie Phair, seems like a good place to begin. In addition to the usual matters brought before an annual meeting such as approvals of the annual report and appointment of the auditor, Lorie presented the report of the nominating committee. Although this hasn't been done in the past, there were no other nominations brought forward this year and there seemed to be a consensus. Your 1999-2000 RIBO Council executive will be:

  • President-Art Despard
  • Past Present-Lorie Guthrie Phair
  • Vice - President-Brian Hitchlock
  • Secretary-Darren Hamilton
  • Treasurer-Andrew Osbourne

    These positions will be formalized in a vote at our December Council meeting.

    General Manager Jeff Bear was also called upon to read the results of this year's election. As Jeff announced, Jack Baizana, is the only new member elected to Council this year. Please join me in congratulating Jack on his election. I'm sure his 35 years of industry experience will be a great asset to us. I'd also like to extend a warm welcome back to Lorie Guthrie Phair and thank her for her strong leadership over the last year. At the same time, I'd like to thank retiring Director Kip Van Kempen and wish him well in his new endeavours.

    For those of you who were unable to attend the meeting, Lorie's address and the results of the election are included in this edition of the Bulletin.

    In January, Council and staff will meet for our annual strategic planning session. We will be focusing on some of the items from the FSCO discussion paper, for example, the elimination of sole occupation and ownership. I would be happy to receive any of your comments and will include them in our discussions.

    I am really looking forward to working with you and let me assure you that RIBO will continue to offer brokers guidance and assistance. Please do not hesitate to contact me with your suggestions or questions.

    On behalf of Council and staff, I wish you a happy holiday season and success in 2000.

    Art Despard

  • Qualification and Registration Committee Report

    Brian Hitchlock
    Chairperson

    It is with great pleasure that I assume the role as your Qualification and Registration Committee Chair.

    It has been a busy few months in the Qualification and Registration Department as we conclude the 1999/2000-renewal cycle. Once again we were faced with a tremendous amount of work following up on continuing education compliance. I cannot emphasize enough the importance of getting your hours done early in order to be prepared for the renewal application that usually arrives on your desk in early July.

    During the follow up process, staff received a number of comments from individuals who commented that they should just answer "yes" to the compliance question - whether they have completed their hours or not. I would caution anyone against taking this action, as it would be falsification of the renewal application, which may result in disciplinary proceedings.

    I would like to say, on behalf of Council, thank you and a fond farewell to Anna Rouse, our Qualification Registration Clerk. Anna has decided to return to her native New Brunswick to be close to her family. We will miss her. I am pleased to report that we have a replacement for Anna. Laurie Reynolds will join us December 1 to assume the position.

    As winter comes upon us and the snowbirds begin to go south, we get more requests for Travel Insurance. Anyone who is not already licensed to sell this product can apply to RIBO to write the travel exam. Contact Laurie Reynolds for the application.

    It is also time to think about RRSPs. To that end, I'd like to remind everyone that you can apply for a secondary business exemption to sell mutual funds. Please contact Sonia Lyew Garcia for the application. Please note that mutual fund licensing is administered by the Ontario Securities Commission.

    Over the last three months the Qualification and Registration Committee reviewed the following: forty requests for secondary business exemptions, of which, twenty-four were for the sale of mutual funds. The remainder were granted mainly to provide supplemental income to the individuals. Sixteen requests to waive the level one examination were also reviewed. With the exception of one, all were granted as these individuals satisfied the committee that they had the appropriate education and insurance experience to warrant granting an acting-under-supervision license.

    I look forward to working with you over the next year and would be pleased to hear from you at any time. I wish you and yours happy holidays and all the very best for the new millennium.

    Examiner's Corner

    Proper Binder Billing Procedures
    by Diana Campoli, Michael Buck and Winston Koo

    We have recently received several questions on proper binder billing procedures. Brokers who wish to invoice their clients on a binder basis must ensure the following:

  • Correct invoicing - No adjustment should be made to the total premiums receivable balance. If the insured is not properly invoiced, the policy in question must be properly invoiced to be considered as a binder bill receivable.

  • A reversing mechanism is in place - It is very important that an appropriate reversing method be in place to reverse the binder bill once the actual policy (new business, renewal or endorsement) has been received from the insurance company and processed. This prevents the double counting of trust asset and liability balances that could result in the over-statement of the trust position by the corresponding commission amount.

  • Consistency in the aging of accounts receivable - Like all agency billed premiums, binder billed premiums should be consistently aged separating the current premiums from those that are over 90 days. The aging process should commence with the latter of the effective dates of the policy or the invoice date. A system should always be in place so that the aging process can easily be reviewed.

    If you have any more questions on proper binder billing procedures, please contact the RIBO office.

  • Elected to RIBO Council

    Jack Baizana

    Please join us in congratulating Jack Baizana as our new addition to Council. His 35 years of insurance industry experience, proven commitment to the community, and to the brokerage system, makes Jack a great asset to RIBO Council.

    President of his own brokerage firm, Jack joins RIBO Council after completing a three year term as Territory Director for the Insurance Brokers Association of Ontario (IBAO) where he represented Carleton and the Ottawa Valley. He is also Past President of the Ottawa-Carleton Insurance Brokers Association and has been a member of the Insurance Community Action Network for the past ten years.

    Actively involved in both federal and provincial politics, Jack spends a great deal of time lobbying politicians on behalf of the insurance industry. In his community, Jack has served three years as School Trustee, he is Past President of the Minto Skating Club and was Vice-Chairperson of the World Figure Skating Championship.

    Please join us in welcoming Jack to RIBO.

    Re-elected to RIBO Council

    Lorie Guthrie Phair and Art Despard

    Congratulations also go out to Lorie Guthrie Phair and Art Despard on their re-election to the board. Their experience and knowledge will be an asset to future Council meetings.

    Results of the November 1, 1999 Election

    Total Number of Votes Cast:8854
    Total Number of Ballots Received: 3386
    Total Number of Ballots Valid: 3326
    Total Number of Ballots Spoiled: 60

    1999-2000 Directors

    Seated (left to right): Beverly Lannon, Brian Hitchlock, Art Despard, Lorie Guthrie Phair, Andrew Osbourne, Darren Hamilton.

    Standing (left to right): Michael Teixeira, James Chestnutt, Barry Downs, Al Hawco, Jeff Bear (General Manager), Jack Baizana, Hassan Jaffer.

    Annual Meeting 1999 - November 4, 1999

    President's Address
    Lorie Guthrie Phair

    I'd like to begin by saying thank you for giving me the opportunity to serve as your RIBO President for the past year. It certainly has been an exciting and eventful year, filled with interesting challenges, information sharing and reflection as we continue to reevaluate the roles and responsibilities of the independent insurance broker.

    In keeping with our mandate, of enhancing the professionalism of the insurance broker in Ontario, while at the same time ensuring that the public is adequately protected, it's essential that we stay on top of industry issues on both a provincial and national level.

    At the provincial level RIBO continues to meet regularly with representatives of the Financial Services Commission (FSCO) to discuss issues dealing with market practices. FSCO is presently putting together a discussion paper on inducements - a topic all stakeholders will soon get the opportunity to comment on.

    Currently, FSCO has decided to fast-track proposals for two main issues: sole occupation and ownership and working groups will be established to look at other issues. On sole occupation, the general consensus from our members' forums was that insurance brokers should be able to sell financial products. However, if the sole occupation requirement is removed altogether, there was concern raised that there could be a conflict of interest and undue influence placed on the consumer.

    On the topic of removing current ownership requirements, the general feeling among brokers was that current requirements should be removed - provided that the principal broker is responsible for all RIBO requirements. We'll keep you updated as the process moves along.

    At the national level RIBO is working with other provincial regulators and IBAC to establish common standards for broker skills and that project is on-going. We're also starting to look at common standards for errors and omissions insurance - most western provinces don't have mandatory E & O requirements yet, so Ontario will likely be looked at as a model.

    As far as internal issues at RIBO are concerned, it has been a really good year. Financially, there weren't any unusual regulatory issues, or unforeseen situations that created more that the usual demand on our resources. This was reflected in our operating statements, which once again shows a surplus. Combined with efficient operations, we were able to lower broker firm fees for the 1999-2000 year. Also, as a result of our surplus, we were able to offer a substantial one-time-only reduction of $50 to firms and individuals that made early payments by August 31.

    As part of our communications initiative, I am happy to report that the redesign of our Website is now complete. It's now much more user friendly. Broker registration can easily be checked on the online database. Please visit the site and let us know what you think.

    At this time in our constantly changing technical environment, I would be remiss in not mentioning the Y2K issue. I am happy to report that we have been working with the E & O Insurers and virtually all brokerages have taken the appropriate steps, and those who haven't are working on it.

    Now on behalf of all RIBO Council and staff members, I'd like to welcome Hassan Jaffer as a new public member to Council. Appointed in May of this year by the Lieutenant Governor, we look forward to his involvement over the next few years. At the same time, I'd like to say a special thank you to Marguerite Jackson for her six years of dedication and service on RIBO Council. Her wisdom and guidance will be greatly missed.

    Thank you for taking the time to attend today. I would like to thank Jeff Bear, RIBO staff and my fellow council members for their support over the last year. I am confident that RIBO will continue to be successful in meeting the regulatory challenges of the years to come.

    Sincerely,

    Lorie Guthrie Phair

    Notice: Prepaid Legal Service Products

    As of this printing, the latest information that RIBO has received from the Financial Services Commission regarding contracts for prepaid legal services is that these products are insurance contracts. Accordingly, these products may only be distributed by licensed agents or registered brokers.

    However, developments that may change this status are occurring but were not finalized at press time. RIBO will update this item in the "Hot Issues" section of our web site as developments occur , or alternatively you can contact Sharon Bentley by phone(416)365-1900 or by e-mail sharon@ribo.com or Lilian Croucher by phone(416)365-1900 or by e-mail lilian@ribo.com for the latest information.

    Decisions of the Discipline Committee

    Caution: While the information contained below is public, members should take caution that inappropriate use of this information may be considered to be misconduct.

    Robert Cerkownyk
    Registration Number: D01849
    Mississauga, Ontario

    PARTICULARS OF THE COMPLAINT:
    - MISAPPROPRIATION OF TRUST FUNDS
    MISCONDUCT: Ont. Reg. 991 s.14 - (1), s.16 - (5)

  • Accepted premium monies from clients, which he failed to deposit into a trust account.

  • Failed to remit monies to insurance company resulting in clients being cancelled for non-payment.

    DISCIPLINE COMMITTEE'S DISPOSITION (09/09/99)

  • No one appearing on behalf of Robert Cerkownyk.

  • Robert Cerkownyk found guilty of allegations of misconduct.

  • Robert Cerkownyk's Certificate of Registration revoked effective September 9, 1999.

    Meen - McVicar Insurance Brokers
    O/B Meen & Associates Inc.
    Registration Number: A02399
    John Robert Meen
    Registration Number: R07985
    Hamilton, Ontario

    PARTICULARS OF THE COMPLAINT:
    - TRUST DEFICITS, BOOKS & RECORDS

    - EQUITY NON-COMPLIANCE
    MISCONDUCT: Ont. Reg. 991 s.16 - (5,6); s.17 - (1,2); s.19; s.15 - (1)(13)

  • Mr. Meen as Principal Broker of Meen & Associates Inc., knowingly concurred in the misconduct of the corporation.

  • Meen & Associates Inc. did not at all times maintain trust account money sufficient together with its trust funds receivable, excluding premiums that have been receivable for more than 90 days, to meet all its trust obligations.

  • Meen & Associates Inc. did not maintain books, records and accounts in compliance with Ont. Reg. 991 s.17 - (1,2).

  • Meen & Associates Inc. did not maintain an equity capitalization in compliance with Ont. Reg. 991 s.19.

    DISCIPLINE COMMITTEE'S DISPOSITION (10/28/99)

  • The Discipline Committee accepted a plea of guilty by Mr. Meen personally and on behalf of Meen & Associates Inc. to the alleged misconduct.

  • The Discipline Committee was satisfied that all the problems had been corrected and accepted the following terms of a joint submission from RIBO and Mr. Meen, and ordered:

      (i)that Meen & Associates Inc. shall file with RIBO written confirmation from the corporate broker's Chartered Accountant that the broker is in full compliance with Ont. Reg. 991 s.17 - (1,2).

      (ii) that Meen & Associates Inc. shall file with RIBO monthly position reports in Form-1 for a period of two years, all of which position reports must reflect that the brokerage is maintaining its net trust position in compliance with Ont. Reg. 991 s.16 - (5,6) and is maintaining its net equity position in compliance with Ont. Reg. 991 s.19.

      (iii) that Meen & Associates Inc. shall file with RIBO copies of its financial statements for its fiscal year end for the next two years.

    CONSENTS

    Overseas Insurance Brokers Corporation
    Registration Number: A001677
    Stephen Lau
    Registration Number: R06486
    Richmond Hill, Ontario

    PARTICULARS OF THE COMPLAINT:
    - TRUST DEFICIT
    MISCONDUCT: Ont. Reg. 991 s.16 - (5,6); s.15 - (1)(13)

  • Mr. Lau, as Principal Broker of Overseas Insurance Brokers Corporation, knowingly concurred in the misconduct of the corporation.

  • Overseas Insurance Brokers Corporation did not maintain at all times trust account moneys sufficient, together with its trust funds receivable, excluding premiums that have been receivable for more than 90 days, to meet all its trust obligations.

    DISCIPLINE COMMITTEE'S DISPOSITION (10/28/99)

  • The Discipline Committee was satisfied that the problem had been corrected, and approved a consent agreement between the member and RIBO, and ordered:

      (i) That Overseas Insurance Brokers Corporation shall file with RIBO, monthly position reports in Form - 1 for a period of one year, all of which position reports must reflect that the brokerage is maintaining its net trust position in compliance with Ont. Reg. 991 s.16 - (5,6).

      (ii) Overseas Insurance Brokers Corporation shall file with RIBO a copy of its financial statements for its current fiscal year end.

    Geoffrey R. Cox Insurance Brokers Limited
    Registration Number: A00478
    Geoffrey R. Cox
    Registration Number: R02415
    Lakefield, Ontario

    PARTICULARS OF THE COMPLAINT:
    - TRUST DEFICIT

    - EQUITY NON-COMPLIANCE
    MISCONDUCT: Ont. Reg. 991 s.16 - (5,6); s.19; s.15 - (1)(13)

  • Mr. Cox as Principal Broker of Geoffrey Cox Insurance Brokers Limited, knowingly concurred in the misconduct of the corporation.

  • Geoffrey R. Cox Insurance Brokers Limited did not maintain at all times trust account moneys sufficient together with its trust funds receivable, excluding premiums that have been receivable for more than 90 days, to meet all its trust obligations.

  • Geoffrey R. Cox Insurance Brokers Limited did not maintain an equity capitalization in compliance with Ont. Reg. 991 s.19.

    DISCIPLINE COMMITTEE'S DISPOSITION (10/28/99)

  • The Discipline Committee was satisfied that all the problems had been corrected, and approved a Consent agreement between the member and RIBO, and ordered:

      (i) that Geoffrey R. Cox Insurance Brokers Limited shall file with RIBO, monthly position reports in Form -1 for a period of one year, all of which position reports must reflect that the brokerage is maintaining its net trust position in compliance with Ont. Reg. 991 s.16 - (5, 6), and is maintaining its net equity position in compliance with Ont. Reg. 991 s.19.

      (ii) that Geoffrey R. Cox Insurance Brokers Limited shall subsequently file with RIBO, quarterly position reports in Form -1 for a further period of one year.

      (iii) that Geoffrey R. Cox Insurance Brokers Limited shall file with RIBO copies of its financial statements for its fiscal year end for the next two years.

  • Keeping Records

    We receive many calls over the year requesting advice on how long to keep records.

    Regulation 991, section 17(9) states, "Where this Regulation requires a record to be kept by a member, it shall be preserved for at least the six-year period previous to the most recent fiscal year-end of the member." This section relates to financial records. Please note that there are no regulatory requirements with respect to policy/client records.

    Our best advice, however, is to keep these records for the prescribed period mentioned above and in cases of commercial liability it may be wise to consider keeping them for ten years-particularly because of the possibility of a future negligence action. Your errors and omissions carrier may also have additional advice for you.

    Notice to Brokers Licencsed to Do Business in Quebec

    November 1 brought into force Bill 188, the new act regarding the distribution of financial products and services in the province of Quebec. By now, brokers should have made an application to do business under the new act. If you have any questions, please contact:

      Bureau Des Services Financiers
      Information Officers

      Within Quebec:
      1-877-323-6656

      From Ontario:
      (514) 849-4844
      (418) 525-6273

      Website: www.bsf-qc.com

    Additions & Deletions from the RIBO Register (Sep. 3 - Nov. 19)

    Additions
    2950   INSURANCE CENTRAL O/B KNEALE JOHNSON FOWLER DERBYSHIRE INS BRANTFORD
    2951   THE POWER GROUP INSURANCE BROKERS INC. KANATA
    2952   D.P.L.M. ONTARIO INC. OTTAWA
    2953   PHOENIX-EASTERN INSURANCE BROKERS INC. AJAX
    2954   ANCASTER INSURANCE BROKERS LTD HAMILTON
    2955   PROGRAM BROKERS INC. ETOBICOKE
    2956   HMS INSURANCE & FINANCIAL SERVICES INC AILSA CRAIG
    2957   MIKE SINGH 1375156 ONTARIO LTD MARKHAM
     
    Deletions
    7   ABRAHAMS & DAVIDSON INSURANCE BROKERS LIMITED NORTH YORK
    97   STAN AUGUSTINE REAL ESTATE & INSURANCE BROKER LTD TILLSONBURG
    118   LORNE BANKS INSURANCE BROKERS (1981) LIMITED WEST HILL
    182   A.E.BETCKE INSURANCE LTD MARKHAM
    229   ASSURANCES BOURGEOIS INC. MONTEBELLO
    249   RICHARD BRETZLAFF /45221 ONTARIO INC. SUDBURY
    350   CANNON INSURANCE BROKERS LIMITED TORONTO
    395   CANNON INSURANCE BROKERS LIMITED HANOVER
    429   PAUL CLEGG INSURANCE BROKER LIMITED TORONTO
    595   DIMENSION INSURANCE BROKERS INC. CONCORD
    709   FELAN INSURANCE & BONDING LTD. VAUGHAN
    782   ANDRE GAUTHIER & ASSOCIES INC. MONTREAL
    819   GOLDEN INSURANCE BROKERS LTD. TORONTO
    847   GRCS INSURANCE BROKERS INC. MISSISSAUGA
    904   WARNOCK & REIMANN INSURANCE BROKERS INC. CAMBRIDGE
    1038   THE INSURANCE EXCHANGE INSURANCE BROKERS LTD. CHATHAM
    1060   JARVIS INSURANCE LIMITED TORONTO
    1203   LANDFAIR INSURANCE LIMITED THUNDER BAY
    1358   JIM MARSHALL INSURANCE LTD. LONDON
    1464   W.T. MCMULLEN INSURANCE CONSULTANTS LIMITED WILLOWDALE
    1575   MURDOCH CREVIER INSURANCE INC. DOLLARD DES ORMEAUX
    1592   WM. J. NAYLER INSURANCE BROKERS LIMITED MADOC
    1774   PRANKARD & WHALEN INSURANCE BROKERS LTD. TORONTO
    1868   J.R. RODIN INSURANCE BROKERS INC. MISSISSAUGA
    2148   IRA. B. THAYER & COMPANY LIMITED AURORA
    2346   J. WRAY INSURANCE BROKERS LIMITED TORONTO
    2426   PULFORD INSURANCE BROKERS LIMITED KINGSTON
    2461   MILNER PARK INSURANCE BROKERS INC. SCARBOROUGH
    2646   TOBIN, SPRONG & ASSOCIATES INSURANCE BROKERS LTD. OTTAWA
    2657   MCGILL INSURANCE BROKERS LIMITED MARKHAM
    2717   LIFELONG FINANCIAL & INSURANCE SERVICES INC. PORT MCNICOLL
    2753   CAPRI INSURANCE BROKERS (1996) LIMITED VAUGHAN
    2840   POWELL BROWN & TRACY INSURANCE BROKERS LIMITED TORONTO
    2894   CORNERSTONE OFFICE SERVICES BOLTON
    2930   DAVEY & BENN INSURANCE BROKERS LTD. OTTAWA

    Members of Council - Registered Insurance Brokers of Ontario

    PRESIDENT
    Art Despard
    Aon Reed Stenhouse Inc.
    20 Bay St., Ste. 2400
    Toronto, Ontario M2J 2N9
    Tel: (416) 868-5500
    Fax: (416) 868-5580
    PAST PRESIDENT
    Lorie J. Guthrie Phair
    Guthrie Insurance Brokers
    3080 Yonge Street, Ste. 4070
    Toronto, Ontario M4N 3N1
    Tel: (416) 487-5200
    Fax: (416) 487-4614
     
    VICE PRESIDENT
    Brian Hitchlock
    Marsh Insurance Ltd.
    Box 75, 199 Coleman Street
    Belleville, Ontario K8N 4Z9
    Tel: (613) 969-7007
    Fax: (613) 969-6578
    e-mail: brian@insurance-broker.net
    SECRETARY
    Darren Hamilton
    Hamilton & Hamilton
    Insurance Brokers Ltd.
    1701 Woodward Drive
    Ottawa, Ontario K2L 0R4
    Tel: (613) 224-3200
    Fax: (613) 224-5544
     
    TREASURER
    Andrew Osbourne
    Firstbrook, Cassie & Anderson Ltd.
    1867 Yonge Street, Ste. 300
    Toronto, Ontario M4S 1Y5
    Tel: (416) 486-1421
    Fax: (416) 486-7035
     
    MEMBERS
    * Public members are appointed by the Lieutenant Governor-in-Council to represent the public interest.
     
    Jack Baizana
    Jack Baizana Insurance Brokers Ltd.
    1390 Prince of Wales Dr.
    Ottawa, ON K2C 6N6
    Tel: (613) 225-7722
    Fax: (613) 226-2781
    * James Chestnutt
    4076 Deer Run Court
    Mississauga, Ontario L5C 3P2
    Tel: (905) 277-2990
    Fax: (905) 277-0639
     
    Barry Downs
    Partners Indemnity Insurance Brokers Ltd.
    44 Victoria St., Ste. 1610
    Toronto, Ontario M5C 1Y2
    Tel: (416) 366-5243
    Fax: (416) 862-2416
    * Al Hawco
    3311 Warner Way
    Osgoode, Ontario K0A 2W0
    Tel: (613) 826-2804

     
    * Hassan A. Jaffer
    70 Baronial Court
    West Hill, Ontario M1C 3J7
    Tel: (416) 283-7468
    Fax: (416) 724-8001
    Beverly Lannon
    Capital Insurance Brokers Ltd.
    715 Hewitson St., Ste. 1000
    Thunder Bay, Ontario P7B 6B5
    Tel: (807) 626-1770
    Fax: (807) 626-9624
     
    Michael A. Teixeira
    Axion Insurance Services Inc.
    95 Mural St., Ste. 104
    Richmond Hill, Ontario L4B 3G2
    Tel: (905) 731-3118
    Fax: (905) 731-4446
    e-mail: mteixeira@axioninsurance.ca

    Member Assistance Directory

    RIBO Office: (416) 365-1900 or 1-800-265-3097 Fax: (416) 365-7664
    P.O. Box 45, 401 Bay Street, Suite 1200, Simpson Tower, Toronto, ON M5H 2Y4

    Receptionist - Madeline Ross
    General Manager - Jeff Bear (
    jeff@ribo.com)
    Secretary - Lise Clements (lise@ribo.com)

    ADMINISTRATION & FINANCE
    Manager - George Martin (george@ribo.com)
    Accounting & Data Supervisor - Mary Yan (mary@ribo.com)
    Registration/Data Entry - Valrie Bailey (valrie@ribo.com), Irene Chung (irene@ribo.com), Erica Lo (erica@ribo.com), Karla Poirier (karla@ribo.com)

    COMPLAINTS & INVESTIGATIONS
    Manager - Tim Goff (tim@ribo.com)
    Complaints Officer - Sharon Bentley (sharon@ribo.com)
    Senior Investigators - Nadine Austin (nadine@ribo.com), Crystal Skyvington (crystal@ribo.com)
    Secretary - Angela Daley (angela@ribo.com)
    Co-ordinator - Diana Campoli (diana@ribo.com)
    Financial Investigators - Michael Buck (michael@ribo.com),
    Winston Koo (winston@ribo.com)

    CORPORATION LEGAL SERVICES
    In-house Legal Counsel - Bradley Nairn (bradley@ribo.com)
    Secretary - Angela Daley (angela@ribo.com)

    MARKETING & COMMUNICATIONS
    Communications Co-ordinator - Susan MacKenzie (susan@ribo.com)

    QUALIFICATION & REGISTRATION
    Manager - Lilian Croucher (lilian@ribo.com)
    Assistant - Vivian Lee (vivian@ribo.com)
    Secretary - Sonia Lyew (sonia@ribo.com)
    Clerk - Laurie Reynolds (laurie@ribo.com)