The following are remarks delivered by Sophia Aggelonitis as part of the CEMA Speaker Series on June 3, 2010
She was invited to talk to CEMA members about the importance of the ethnic media and other related topics
The minister is part of the Greek community in Hamilton and Niagara Region
(See brief bio at the end of this speech) Thank you, Madeline [Ziniak – CEMA Chair] for that kind introduction
Ladies and Gentlemen, it is great to be here and to have this opportunity to address the members of CEMA
As print and electronic journalists and as creative writers – you have such influential voices
You educate and inform; engage and involve
As ethnic media, you do so much more … It is through you that people all across this wonderfully diverse province of ours are able to learn what is happening in the world and in their communities ─ in a language they understand
There is no overstating the importance
Like you, I know this well
My parents came to Canada from two small towns in Greece in the early 1960s
That was before OMNI or any other ethnic media began broadcasting
And the main way for them to hear local news or gather information was through their close-knit Greek community
But before they learned English, it was an isolating time
Today, newcomers enjoy a different experience
They can buy a newspaper or listen to TV or pick up information in any number of languages
You are at the heart of it all
And I thank you for that! Ontario’s ethnic media has responded to a simple fact: In this city alone, over 140 languages are spoken
More than 30 per cent of Torontonians speak a language other than English or French at home
[1] We welcome more new Canadians every day
In fact, as Madeline recently said so well: “Ethnicity is the Canadian identity”[2] And ethnic media is considered by many as the new mainstream
It’s an awesome responsibility
Through your growing network, new Canadians and often second and third-generation Canadians – are able to be better informed and aware
You encourage their engagement as citizens
You help them to understand local issues … You profile their rights in this province: their human rights; their civil rights; their legal rights … So tonight, I am here to discuss their consumer rights – so you and I together can help your audiences be smart consumers too
Consumer Protection The Ministry of Consumer Services ─ which I am privileged to lead ─ has two major roles: consumer protection and education; and overseeing the regulatory environment – the rules basically – in a number of industry sectors
Our goal is to provide a fair, safe and informed marketplace
And our work touches Ontarians in their everyday lives, whether buying a car or renovating a house or taking a trip
Or being able to trust that the elevators they ride and the stuffed toys they give to their children are safe
Quite simply: My ministry helps people
And that is my goal to help Ontarians
Let me give you an example
Recently, a consumer complained to my Ministry about a cabinet company that was supposed to install kitchen cabinets
The consumer entered a contract worth nearly $12,000 with the company and paid a deposit of $4,000 for kitchen cabinets to be installed in six weeks
After removing all his existing kitchen cabinetry, the consumer waited for delivery of the new cabinets
After waiting for more than a month for delivery, the consumer finally decided to cancel the contract with the company
He asked for a refund of his deposit
He did receive a refund cheque – but it bounced! So the consumer complained to our Consumer Protection Branch
We investigated and laid charges
And just last month, the contractor pled guilty to all charges and fully paid back the money owed to the consumer
He also received two years probation with the condition that he perform community service
The company itself was fined a total of $17,500
Let me repeat that
Not only did the contractor have to pay a full refund, but he also paid a big fine
We did what we are mandated to do
We helped a consumer, and showed that it doesn’t pay to break the law in Ontario
Our Ministry helps people understand their consumer rights
We provide information and help them determine if their complaint is valid
We mediate between consumers and businesses, and conduct inspections and investigations on consumers’ behalf
Last year, the Consumer Protection Branch received over 55,000 enquiries and complaints from consumers across the province
These ranged from harassment by collection agencies, to being sold a defective appliance, to billing disputes with phone companies
Through our involvement ─ goods were delivered, services were performed and problems were solved in hundreds of cases
In fact, we mediated $83,000 in refunds in the first four months of this year alone
Let me share another recent case with you: Four separate homeowners paid deposits to the same construction company for renovation work
In each instance, the work was started ─ then abandoned
The homeowners turned to us when the company refused to refund their money
We investigated and, again, ultimately laid charges
The owner of the company was found guilty and served jail time
He also was ordered to pay a huge fine in addition to paying back all four victims
Last year, our Ministry undertook 316 compliance inspections and we laid 1,300 charges
This led to over half a million dollars in court-ordered restitution, almost $400,000 in fines, and probation or jail time for several individuals
We protect consumer rights
But we also understand that many Ontarians – including many in your audiences – might not even know these rights exist
Consumer Education That’s where another critical role of our Ministry comes in: consumer education and outreach
Last year, in one key initiative, we distributed over 300,000 Smart Consumer Calendars
These calendars are filled with useful tips about how to protect yourself from identity theft, how to recognize counterfeit money, what to remember when buying or selling a house
Do you need a sample letter to cancel a contract? It’s all right there in the calendar
This is a simple but effective way for people to have a wide range of consumer information at their fingertips
And since the calendars are available in multiple languages including Spanish, Punjabi and Chinese, we reach many new Ontarians
Also, our Ministry delivers about 100 community events each year – again for the purpose of educating consumers
For example, car purchases and repairs are consistently among the top 10 consumer complaints that we receive each year
That’s why, this summer, the Ontario Motor Vehicle Industry Council – one of our ministry’s arm’s-length organizations – will be offering car-buying seminars to ensure people have all the information they need to properly buy or lease a car
There will be free, hour-long seminars held in libraries, community centres, malls and schools across the province
These too will be delivered not just in English and French ─ but also in Italian, Arabic, Ukranian, Greek and several other languages
Our Ministry regularly reaches out to Ontario consumers through the media
And this is the great role that you play
We do many things
Broadly, we distribute articles that focus on consumer protection to newspapers across the province
We also reach out on targeted issues
For example, spring is when homeowners’ thoughts turn to home renovations
So this past April, we proactively approached media across the province to help us help consumers to ensure their projects go smoothly
There was a great response
As Minister, I sat down with several media outlets for interviews that specifically focused on helping consumers avoid such common complaints as poor workmanship or shady business practices by contractors
I am confident the information reached Ontarians
During the interviews, I also made sure to emphasize a point that I make when speaking to any group: Our Ministry has a terrific website
I highly recommend that you go to our website at ontario.ca/consumerservices
Ontarians can find a lot of easy-to-understand information, including helpful videos and brochures
The brochures are available in nine languages
They’ll find a Consumer Protection Toolbox to help them know their rights, determine if they have a legitimate complaint and, if so, how to file
We post consumer alerts
We also host a consumer beware list, where people can check for the names of individuals or businesses with compliance issues before they sign on the dotted line
This is very important and a valuable tool for consumers
It alerts you to companies that we have received complaints about….and that consumers should be aware of
Legislation and Regulation While our Ministry is fully committed to consumer protection and education, this is complemented by a second priority that I mentioned earlier
Through the Ministry of Consumer Services, the government establishes the legislation and regulations that govern a number of industry sectors
We oversee several arms-length organizations which are given responsibility for day to day enforcement in these industries
The technical experts in these organizations carry out critical functions to promote public safety and enforce consumer protection
For example, I mentioned earlier the Ontario Motor Vehicle Industry Council (OMVIC) and their upcoming car-buying seminars
As well, most of you will have heard of the Real Estate Council of Ontario (RECO)
As one of the ministry’s eight arm’s-length organizations, RECO enforces a strict code of ethics for real estate brokers and agents … Then there is the Travel Industry Council of Ontario (TICO)
It has many oversight responsibilities, including getting money back for consumers if they have booked a trip through an Ontario travel agent and the tour operator or airline goes bankrupt
Other agencies make sure that amusement rides are safe, that electrical installations work as they were designed to do, that home builders provide warranties on homes concerning certain quality and environmental standards – even that the integrity of Ontario wines is preserved
Our Ministry also oversees two Regulatory Agencies: one that regulates Ontario’s liquor and gaming industries – the Alcohol and Gaming Commission of Ontario – and the other that you’ll be particularly aware of as members of the media ─The Ontario Film Review Board – which provides the public with the information they need to make informed viewing choices
Day-by-day, organization by organization, these authorities and agencies work in partnership with our Ministry to make sure Ontarians are informed, safe and protected
Working Together So, today, I invite you and ask you to stand with us as well
In order for Ontarians to be smart consumers – they need to have timely information and to understand their consumer rights
CEMA is in a unique position to help
As members, you are immersed in the full mosaic of Ontario’s multiculturalism
In fact, at OMNI, you reach dozens of communities from Albanian to Greek to Vietnamese
There is an opportunity at OMNI ─ as well as through each of your diverse writings or programs ─ to help people who do not speak English as a first language to get the information that they need
Ontarians enjoy some of the strongest consumer protections anywhere
It’s a good message to get out
It’s one that all Ontarians deserve to hear
We can do this best together
Certainly, as Minister, I am available for interviews ─ as are the many experts we have on consumer rights and protection across Ontario’s diverse sectors
And our Ministry itself is a terrific resource
We can provide information to help you report on a number of issues ─ from purchasing gym memberships or to obtaining estimates on car repair, as well as everything we’ve discussed today and more
In fact, I have a CD for you, packed with information
Together, we can make a difference
In closing, I would like to say that I look forward to working with CEMA and the many dedicated members of Ontario’s ethnic media in the future
Together, we can help more consumers be smarter consumers
Thank you
[1] http://www.toronto.ca/toronto_facts/diversity.htm [2] http://www.ejc.net/magazine/article/canada_ethnic_media_fills_in_multilingual_journalism_gaps/ Brief Bio: A successful small business owner, dedicated community volunteer and proud Hamiltonian, Sophia’s career has centred on strengthening community through business
Combining these two passions, Sophia served on the Hamilton Chamber of Commerce for four years before being elected president in 2007
In addition to being an active member of the Hamilton AM Rotary Club, Sophia has been involved in a variety of community organizations, serving on the boards of Theatre Aquarius, Canadian Club of Hamilton, Phoenix Place and the Dr
Bob Kemp Hospice fundraising committee
The daughter of Greek immigrants, Sophia was raised in Welland and has been a proud resident of Hamilton since 1994
