KamKel Mission Statement
To continue to thrive as a business over the next decade and beyond we must look to the future. Understanding the trends and needs that will shape our business in the future and moving quickly will prepare us for what's is ahead
These are the declarations of our overall mission and goals, and the values that we are guided by as a company
The KamKel Moving Storage & Delivery Mission
Our mission is:
- To be On Time Every time
- To inspire moments of optimism - through our services and actions
- To create trust and be the difference everywhere we operate
- Guaranteeing customer care and satisfaction while working in professional partnership with customers at all stages of expertly and carefully planned and executed removal operations, regardless of size or distance or location
The KamKel Moving Storage & Delivery Vision
To achieve our mission, we have developed a set of goals, which we will work with our customers to deliver:
Progress: To move ahead expand and change with the times
Profit: Maximizing return to shareholders while being mindful of our overall responsibilities
People: Being a great place to work, where people are happy in their job and inspired to be the best they can be
Portfolio: Bringing to Western Canada a portfolio of moving storage & delivery services that satisfy people's desires and needs
Partners: Nurturing a winning network of partners and building mutual loyalty
Planet: Being a responsible global citizen that makes a difference
Productivity: Be a highly effective fast-moving organization
The KamKel Moving Storage & Delivery Values
Our shared values that we are guided by are:
- Leadership
- Responsibility
- Integrity
- Accountability
- Communication
- Innovation
- Quality
Good Practice Guidelines for Canadian Movers
KamKel Moving Storage & Delivery will strive to follow the guideline set out below
· Provide customers with a pamphlet that outlines customer and mover rights and responsibilities, mover liability for loss or damage, optional programs available, limitations on liability and additional costs associated with each level of liability. The pamphlet should be written in plain language and be easy to understand. Where local move customers request an estimate by telephone, movers should offer to provide the pamphlet by mail, fax, or e-mail.
· Provide written estimates of costs that describe the shipment and the cost of all services requested by the customer. The estimate should be on company letterhead, and state the name, telephone number and address of the company, a full estimate of the number of boxes to be moved, the size and value of items, the cost per hour or flat rate, terms of payment, and timing of services to be provided. The estimate should be signed by both the company representative and the customer.
· Abide by the terms of the estimate as provided to the customer, in compliance with all applicable laws.
· For long distance moves, tag all goods and prepare, prior to the shipment leaving the residence, a descriptive inventory of the goods to be moved that should be signed by the customer or the authorized representative who is present at origin for loading and again at destination as the goods are unloaded. A copy of this descriptive inventory should be provided to the customer prior to shipment. Any existing damage to goods should be noted in the inventory.
· Provide customers with a bill of lading at the time of pickup which clearly delineates critical customer service details such as the terms and amount of payment and the date of delivery.
· When charges are based on weight, determine the weight of each shipment by the use of a certified scale at origin and if requested, provide evidence of that weight to the customer. When the actual weight exceeds the estimated weight by more than 10 percent, the mover upon request will perform a "re-weigh" of the shipment and provide evidence of the re-weigh to the customer.
· Make reasonable efforts to fulfill the arrangements made for servicing a shipment, including the performance of pickup and delivery as agreed upon. Keep customers advised of any service delays and provide them with information as to when service may be expected to be performed. This should include providing the customer with the company contact name and telephone number.
· Ensure the customer receives a copy of the bill of lading or invoice on delivery, with a clear description of charges and services provided.
· Acknowledge, in writing, within 30 days of the receipt of a written loss or damage claim or delay claim, to pay, decline, make a firm compromise offer or advise the claimant of the status of the claim. Movers should also provide any reason for a delay in making a final disposition within 120 days of receipt of any documented claim for loss or damage, or for any documented claim for delay in delivery beyond the dates shown on the bill of lading, when the claim is filed by the customer within 60 days (long distance moves) or 30 days (local moves) after delivery.
· Promptly and fairly attempt to resolve disputes concerning loss or damage claims to household goods, through in-housecomplaints-handling and external dispute resolution processes as appropriate and available. In terms of guidance on what constitutes a fair dispute resolution process, movers should draw on the federal-provincial-territorialConsumer Complaints Management: A Guide for Canadian Business (PDF, 349 KB).
· Communicate with the public through fair and accurate advertisements, estimates and sales literature regarding the services that may be performed.
· If working in conjunction with other agents, ensure that these agents also comply with the above commitments.
· Maintain and regularly clean facilities and equipment in accordance with good industry practices
The Consumer Checklist for Choosing a Moving Company
The Consumer Checklist for Choosing a Moving Company (hereafter the "Consumer Checklist") and the associated Good Practice Guidelines for Canadian Movers were prepared by a multi-stakeholder working group consisting of government, business, and consumer group representatives and academics, under the leadership of the Office of Consumer Affairs, Industry Canada.
The Good Practice Guidelines for Canadian Movers and the Consumer Checklist were developed to complement legal protections already in place. It is hoped that the existence of the guidelines and the checklist will assist movers in identifying and adhering to high standards and will aid consumers in selecting reputable, ethical and professional movers. The guidelines can also be used as part of moving industry certification programs.
Start with these questions
· Does the company know about and agree to abide by the terms of the Good Practice Guidelines for Canadian Movers? Does the company provide you with a pamphlet that outlines customer and mover rights and responsibilities, as well as written material regarding mover liability for loss or damage, optional programs available, limitations on liability and additional costs associated with each level of liability?
· Is the company insured? Ask them to provide you with the insurance company's name and policy number.
· Does the company have their own equipment, or will a sub-contractor or another company be providing the service? Which company? What is their record like? Get references.
· Who will be providing services at the end of the move, such as unpacking, claims settlement, and storage? Is it the same as the original company, an affiliated van line, or someone else?
· If your belongings will be left overnight in a moving van, will the van be kept in a secure facility? Be sure to use a company that uses vehicles designed for household goods moving and storage.
· Whose storage facilities will be used – the company's or a third party's? It's a good idea to visit and check out the company's offices, storage facilities and vehicles before you move.
· Does the mover have a Workers' Compensation Board certificate? If not, you may end up paying for any employee injuries during the move.
Ask for an estimate
· For a long distance move, a reputable mover will want to inspect your belongings to help prepare a comprehensive quote. If a company says the inspection isn't necessary or wants to provide a quote over the telephone, you're probably better off dealing with someone else. Make sure that everything that needs to be moved is shown to the movers during the estimate, and find out how much it will cost if you need to add any items on the day of the move.
· When asking for an estimate, be sure to give the mover precise information about the location of your old and new residence. Notify the movers of obstacles such as stairs or escalators that will require special navigation. To avoid being charged more later on, give the movers as much information as possible.
· It is helpful to make an inventory of everything you want moved, from the basement to the attic, and ensure that special arrangements are made for goods requiring special attention (e.g. electronics, appliances, pianos).
· Be sure to get estimates and all other assurances in writing, including the delivery date, as well as the full name of the person you spoke with.
· The estimate should be on company letterhead and state the name, telephone number and address of the company, as well as a full estimate of the number of boxes to be moved, the size and value of items, the cost per hour or flat rate and terms of payment, and timing of services to be provided. If items are being moved out of the country, be sure to obtain the name and address of the moving agents who will be handling your move at the destination.
· For a local move, the estimate should provide the number of hours the move will take to complete. Make sure the estimate is dated and includes the date of the move. Don't sign a contract unless these options are spelled out in writing.
· Don't be afraid to negotiate. Beware of a price that is much lower than others. This could be an indicator of sub-standard service or higher charges to come later.
· Beware of movers who offer to forego the Goods and Services Tax (GST) or who only accept cash payments. These are often indicators of an unscrupulous mover and one who is unlikely to pay claims or even deliver your goods.
Get the details
· Who is responsible for packing? Ask about liability if you pack the items yourself.
· Can boxes from other places like a grocery store be used?
· Should all owner-packed boxes be sealed and labeled?
· Are any licenses or customs documents required, e.g., at border crossings? Who will prepare them?
· Are there special seasonal rates or any other factors that may affect the cost of the move? It can be less expensive to move between October and June, or at mid-month.
· If a deposit is required, will the money be put in trust, as is required in some provinces and territories? Is it refundable? Clarify methods of payment at the outset.
· What are the terms and conditions of protecting your goods under the mover's Replacement Value Protection policy, including coverage for those goods you packed yourself? Is there a deductible, and if so, how much is it?
What is replacement value protection?
Even with the best mover, you need to know how you can protect yourself:
· First check with your insurance agent/broker to find out if your existing household policy provides coverage during the move, and if so, what is the deductible. Make sure that your policy provides you with no less than "All Risks" coverage, because any less coverage leaves you exposed.
· Then check with the moving company for the cost of Replacement Value Protection. This means that the moving company agrees to be legally liable up to an amount that represents your estimate of the value of your property being moved. Often that amount is arrived at by multiplying each pound of weight of your shipment by $10.00 – but that is just a rule of thumb. Make sure that the total amount of declared valuation is enough to replace all of your furniture and personal effects. Make sure that you get Replacement Value Protection and NOT depreciated value only.
· Ask the moving company for written material that explains how the Replacement Value Protection works.
· Ask the moving company for information on how to make a claim, and what the time limit is for making a claim.
· Identify the difference of liability between owner-packed versus mover-packed cartons and special care items (i.e. glass, marble, and other "at owner's risk" items that are not packed professionally).
· If you don't buy Replacement Value Protection, the moving company is usually liable only up to 60 cents per pound of any article that may be destroyed or lost. (For a typical television set, that's about $30.)
· Be sure you have adequate protection either through your own insurance policy or through the moving company's Replacement Value Protection.
Making the best of your moving day
· Be ready when the movers arrive. Have everything ready to go, as you will be charged an hourly rate for the time the movers wait.
· Make sure both your origin and destination locations are ready. If you are moving to an apartment, book the elevator in the apartment building and notify your landlord or building manager of the arrival time of your movers. Arrange for street parking if needed.
· For long distance moves, the Good Practice Guidelines for Canadian Movers stipulate that all items must be tagged and listed by the mover and a copy of the inventory supplied to you for your records. Be sure to keep a copy of this inventory. When you arrive at your new destination, check off each piece, and note any changes to the inventory prior to signing it. Otherwise, your mover may decline your claim for lost or damaged items.
· For a local move, you should make an inventory of goods to be moved and supervise the loading and unloading or arrange for someone else to supervise. If goods are damaged or lost, make sure it's noted on the inventory, and notify the mover quickly. Normally, claims must be made within 30 days for local moves and within 60 days for long distance moves.
· When the loading has been completed, do a walk-through of your premises to ensure that everything has been loaded and nothing is left in closets, behind doors, in attics or garages.
· Take any personal, important documents with you. Back up your computer data and take the data and the computer with you.
· Take all of your valuables (e.g. jeweler, prescriptions, and artwork) with you, and make special arrangements for perishables (e.g. food, plants) that may be affected by heat or cold. Make appropriate arrangements for your pets.
· When the unloading has been completed, do a walk-through of your premises and all hallways and pathways into your premises as well as the moving vehicle to ensure that everything has been unloaded.
· Enjoy your new home
Permission to Reproduce
Except as otherwise specifically noted, the information in this publication may be reproduced, in part or in whole and by any means, without charge or further permission from Industry Canada, provided that due diligence is exercised in ensuring the accuracy of the information reproduced; that Industry Canada is identified as the source institution; and that the reproduction is not represented as an official version of the information reproduced, nor as having been made in affiliation with, or with the endorsement of, Industry Canada.