barriers to consumer satisfaction
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Barriers to Consumer Satisfaction. Richard Steinecke Steinecke Maciura LeBlanc. Thoughts on Satisfaction. This life is not for complaint, but for satisfaction- Henry David Thoreau I can't get no, I can't get no, I can't get no satisfaction- Mick Jagger and Keith Richards - PowerPoint PPT PresentationTRANSCRIPT
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Consumer Protection through Professional Regulation
Looking Ahead:
Council on Licensure,
Enforcement and Regulation
Toronto Symposium
June 15, 2010© CLEAR 2010
Barriers to Consumer
SatisfactionRichard Steinecke
Steinecke Maciura LeBlanc
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Council on Licensure,
Enforcement and Regulation
Toronto Symposium
June 15, 2010
Thoughts on Satisfaction
• This life is not for complaint, but for satisfaction- Henry David Thoreau
• I can't get no, I can't get no,I can't get no satisfaction- Mick Jagger and Keith Richards
• I should think that being my old lady would be all the satisfaction or career any woman needs. Mick Jagger
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Council on Licensure,
Enforcement and Regulation
Toronto Symposium
June 15, 2010
Essence of Consumer Protection
• Empowerment of consumer by– Disclosure– Mandatory contract with mandatory
terms– Rules for providers– Remedies (e.g., cooling off period,
rescission, warranties, etc.)
• Levels the playing field– Evens power differential
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Council on Licensure,
Enforcement and Regulation
Toronto Symposium
June 15, 2010
Essence of Professional Regulation
• Ensuring high level of skill and ethics by– Qualifications for entry into profession– Professional values (ethics, misconduct)– Enhancing skills (quality assurance)
• Focus on profession– Consumer protection a by-product
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Council on Licensure,
Enforcement and Regulation
Toronto Symposium
June 15, 2010
Examples of Differences
• Discipline focuses on professional’s error– Judged by expectations of peers, not public
• Davidson v. RCDSO (1925)
– Nature of error > impact on consumer– Some misconduct is all about the profession
• E.g., unseemly advertising• E.g., criticism of colleagues• E.g., cooperation with professional body
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Council on Licensure,
Enforcement and Regulation
Toronto Symposium
June 15, 2010
Examples of Differences
• Standing of consumer– Source of information, not a party
• Pieters v. Ontario College of Teachers
– Even CRC / LAT / HPARB is a watchdog of regulator and process• Not a consumer remedy
– No standing at discipline (rare intervener), fitness, quality assurance, registration
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Council on Licensure,
Enforcement and Regulation
Toronto Symposium
June 15, 2010
Examples of Differences
• No remedy for consumer– Board of Funeral Services v. Schmolinski
• Sanctions re-direct / rehabilitate member– Suspension, TCL’s, reprimand– Ultimate sanction is removal
• Goals– Protect the public – Preserving the reputation of the profession
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Council on Licensure,
Enforcement and Regulation
Toronto Symposium
June 15, 2010
Why the Differences
• Values better than rules• Excellence better than “achieving”
the bare minimum• Specialized knowledge problems
– Difficult for consumer to protect self– Some paternalism is right (e.g., sexual
abuse)
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Council on Licensure,
Enforcement and Regulation
Toronto Symposium
June 15, 2010
Why the Differences
• The “self” in self-regulation has a benefit– The power of peers– Desire to conform to the community– The benefits of belonging
• Severity of sanction requires fairness– Termination of livelihood
• Redress lie with the courts
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Council on Licensure,
Enforcement and Regulation
Toronto Symposium
June 15, 2010
There is Overlap
• Complaints, reviews, interveners• Client relations / client centred initiatives• Open processes• Website content requirements• Enhanced public register• Liability insurance requirements• Compensation schemes
– E.g., trust funds, sexual abuse counselling
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Council on Licensure,
Enforcement and Regulation
Toronto Symposium
June 15, 2010
There is Overlap
• Some misconduct rules– Informed consent– Right of access to records– Advertising– Billing disclosure– False or misleading statements– Conflict of interest
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Council on Licensure,
Enforcement and Regulation
Toronto Symposium
June 15, 2010
Practical Future Developments
• What more can be done without compromising professional self-regulation?
• Mandatory contracts with mandatory terms– Extension of informed consent principles
• Client relations programs– Proactive measures
• Transparency about members– Fostering consumer choice
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Council on Licensure,
Enforcement and Regulation
Toronto Symposium
June 15, 2010
Radical Future Developments
• May compromise self-regulation values
• Increase consumer standing– Party in discipline, fitness hearings– Seats at policy / rule making table
• Remedies– Enhanced compensation schemes– Consumer remedy powers (e.g., refunds,
rescission, apologies)
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Council on Licensure,
Enforcement and Regulation
Toronto Symposium
June 15, 2010
Concluding Thoughts
• Show me a thoroughly satisfied man, and I will show you a failure. ~ Thomas Edison
• I have the simplest tastes. I am always satisfied with the best. ~ Oscar Wilde
• If I have a thousand ideas and only one turns out to be good I am satisfied. ~ Alfred Nobel
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Council on Licensure,
Enforcement and Regulation
Toronto Symposium
June 15, 2010
Speaker Contact Information
• Richard Steinecke• Steinecke Maciura LeBlanc• Barristers and Solicitors • [email protected]