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Code of ethics

Code of ethics

The Code of ethics is the set of principles that the Federation imposes to each outfitter member. The objective is to operationalise its values by defining what is acceptable or not. In the actual Code, the word outfitter designs an enterprise holding a valid outfitter permit. As to the term member, it includes an outfitter member of the Federation, its owners, shareholders or employees.

A. OBLIGATIONS TO SOCIETY

1. Member collaborates with public authorities to ensure compliance with laws and regulations relating to the practice of the activities offered by his enterprise.
2. Member runs his establishment in accordance with professional standards.
3. Member collaborates with the authorities concerned (Ministry responsible for the management of wildlife, Quebec Outfitters Federation, etc.) for the application of proper wildlife resources conservation and development practices.
4. Member also collaborates with wildlife territory managers and other stakeholders to ensure the integrated management of wildlife and forest resources.

B. OBLIGATIONS TO CLIENTS

5. In his publicity, the member will accurately describe the services offered, the infrastructures and the available equipment.
6. At the time of the reservation, the services offered and their prices will always be fully described to the client, as well as the method of payment and the cancellation policy. A document as to be issued confirming the offer. Except for a case of force majeure, if the member must modify a reservation, he has to offer services of equivalent quality or offer a monetary compensation to the client.
7. Member will provide his client with accommodations and facilities that are safe and in good condition.
8. Member will endeavour to have employees that are trained, courteous and sufficient in number.
9. Member will give his clients the necessary information to ensure them a safe and pleasant stay.
10. Member may not guarantee any quantity of fish or game that will be harvested nor allude to any such guarantee.
11. Member agrees that the client will kill his game or catch his fishes himself.
12. Member acts reasonably to obtain the respect of hunting and fishing regulation by his clients.  

C. OBLIGATIONS TO THE FEDERATION AND ITS REPRESENTATIVES

13. Member must uphold the reputation of the Federation and ensure its credibility by his behaviour.
14. Member will protect the Federation against all false representations.
15. Member will assist the development of the Federation through the exchange of his knowledge and experience with other members, and through his participation in the activities of the Federation.
16. Member refuse his support to any member that does not comply with the demands of the Code.
17. Member will respect this Code and will comply with the requests and recommendations of the Ethics Committee within the prescribe time limits. 

D. OBLIGATIONS TO COLLEAGUES

18. Member will be loyal to the other members and will not adversely affect, directly or indirectly, the existing relations with them and their clients or employees.
19. Member must not maliciously attack, either directly or indirectly, the reputation of another member. However, if a member believes that the latter is guilty of an act that does not the Code, he should submit the case in writing to the Ethics committee who will receive it as a complaint.

E. ETHICS COMMITTEE

20. Committee ensures the application and respect of this Code by the members of the Federation; it recommends means of action to raise the awareness of members about the importance of quality in services offered in outfitting establishments.
21. Committee deals any written complaint about any member of the Federation, provided that the complaint is related to this Code and that it is issued within 90 days following the end of the concerned stay or any credible attempt to reach satisfaction for both the plaintiff and the outfitter meanwhile. The complaint can also be transmitted electronically as long as it includes the full mailing address of the plaintiff.
22. The secretary of the Committee can refuse to study a complaint if he judges that it is not enough documented, such as a lack of photos that he considers essential. In such a case, he will inform the plaintiff and will invite him to add more facts to his complaint.
23. Committee will also deal a complaint against a non-member if he also owns another outfitting establishment that is a member. In the same way, a complaint will be receivable against a suspended or excluded member or one that would not have yet renewed his adhesion between the sale of a package and the moment of the trip.
24. The Committee forwards the acceptable complaint to the concerned outfitter and allows him a minimum of 30 days to produce his version of the case.
25. After studying the versions of both the complainant and the outfitter, or the sole version of the complainant if the outfitter does not provide an answer, the Committee communicate his conclusions to the concerned parties. An appeal of these conclusions will only be considered if issued within 30 days. If so, new facts will have to sustain this appeal. The opposite party will then be invited to react.
26. Committee presents an annual report of its activities to the Council and refers to the latter for a final decision on any motion of suspension or exclusion of a member.

 

Ethics Committee

Members

The Ethics Committee of the Quebec Outfitters Federation is composed of 4 members:

  • Secretary of the committee (Mr. Gaétan Hamel)
  • Outfitter representative  (Mr. Robbie Esterson)
  • Consumer representative (Mr. André Boucher)
  • Tourism sector representative (Mr. Théodore Carier)

Mandate

The Committee’s mandate is to ensure that the Code of ethics is applied and respected by all members of the Federation. The Code is voted by the members at general meetings and includes obligations towards the society (respect of laws and regulations related to the industry), towards the customers (quality of lodging and services), towards the Federation (participation in the development of its network) and towards the other members (loyalty towards the latter). The aim is to reinforce the public image of the Quebec’s outfitting industry.

Submit an ethics complaint

There are 2 ways to submit a complaint against an outfitter member of the QOF:

a) By mail: The complaint has to be signed and mailed to :
     Ethic Committee
          Quebec Outfitters Federation
          3137, Laberge Street
          Québec (Québec)  G1X 4B5

b) By email: use the form intended for this purpose Ethics Complaint Form.

To be considered, a complaint has to include the full mailing address of the plaintiff and be received within 90 days following the end of the stay.

Upon receipt of the complaint, the Secretary of the Committee answers back with an acknowledgement receipt to the complainant and sends a copy of the complaint to the outfitter to obtain his version of the facts and to be informed of the actions taken. Further on, the Committee studies the case at the next meeting. Those reunions are held twice a year: one in spring and the other one in fall. If required, recommendations will be produced. Those recommendations will be forwarded to both the outfitter and the complainant.

In order to get to the best possible decision by the Committee, it is important to submit a complaint as detailed as possible and to join pertinent pictures, emails, contracts, etc. In fact, the case study is exclusively made with the documents transmitted by both the complainant and the outfitter. The Secretary may therefore refuse a complaint if he deems that it is insufficiently documented. Neither the complainant nor the outfitter will be present at the time of the case study by the Committee.

Attributions

According to its actual status and considering that membership is optional, the Ethics Committee does not have an interventionist power towards the members, as would have, for instance, a professional corporation. Its role is instead to act as a mediator between a dissatisfied customer and an outfitter to reach, whenever possible, an acceptable agreement by both parties. An appeal of the committee’s conclusions is receivable within 30 days following their transmission if new elements are presented with the appeal to sustain it.