Good Practices and Innovations in Public Governance 2003-2011

Good Practices and InnovATIONS in Public Governance
Europe and North America
Canada
2005 Category 3 Winner
The Canadian Consumer Affairs Gateway (CCIG)
Industry Canada, Office of Consumer Affairs, Canada
Description
Providing consumers with information about services, tools and resources related
to fraud, telephone scams, debt problems, product and food recalls, antenna
structures, satellite broadcasting, among others, by creating a comprehensive
online portal.
The Problem
Canadian consumers expected better access to high-quality services, as well as information
and tools to protect themselves against fraud and other related issues. Thus,
the challenge facing the Canadian Government was to make information available to
consumers regarding standards and regulations, as well as providing advisory services.
With more than 14 organisations involved in consumer protection, it was very
hard and confusing for citizens to know where to turn to.
The Solution
Globalization is not only causing rapid change and innovations in technology, but it
is also bringing about unfamiliar marketing and contractual practices. The dizzying
array of new complex products and services and unfamiliar suppliers is making it
difficult for the consumers to make informed decisions. It is also difficult to validate
the reputation of the suppliers entailing a higher financial risk. Moreover, the risk of
identity theft and other types of fraud multiplies as more commerce moves online.
The Government in Canada has been trying to restore balance to the marketplace, but
the results were not bearing much fruit as the efforts were hampered by the maze of
jurisdictions and organisational barriers that the consumers faced.
The Canadian Consumer Information Gateway was developed to deliver essential
information to the consumer via the internet. It is Canada’s most extensive online
source of inter-jurisdictional information for consumers with information from
more than 450 government and non-government organisational partners. Due to a
pioneering approach to multi-jurisdictional partnerships, consumers can cut across
federal/provincial/territorial boundaries to access services through a single window.
Equally important in the world’s second largest country, which spans six time
zones, is that service to consumers is offered 24 hours a day, 365 days a year, regardless
of location.
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