Dispute Resolution Guide

This guide applies to all events and engagements managed by the Speakers Bureau of Canada (SBC). It outlines the procedures that speakers and clients must follow when a concern or dispute occurs. SBC serves as the neutral intermediary responsible for managing all communications, assessments, and resolutions. The objective is to ensure fair, transparent, and timely outcomes for all parties involved.

Reporting & Communications
- The reporting party must contact SBC by phone followed by written notice, and SBC notifies the other party upon receipt
- The notice must include event date, speaker, reason, context, and parties involved
- SBC collects facts from each party and identifies relevant agreement terms and impact
- Do not contact the other party directly after a report is filed
- SBC notifies the other party upon receipt of the dispute
- All communications must flow directly to SBC until closure
- All communications must be prioritized and directed through SBC until resolution and closure
- Report issues related to content, delivery, logistics, conduct, timing, technology, payment, or cancellations
Roles and Responsibilities
- All parties to provide detailed written notice of situation to SBC
- Notice to contain event date, speaker, reason, context and parties involved SBC to collect all facts from each party, highlight agreement clauses in breach and the impact of the breach
- SBC manages all communication, assessment, and coordination with each party
- All parties must participate in telephone or virtual meetings with SBC if requested
- The host must involve one manager or leader if requested by SBC
- All parties must act professionally and work toward resolution
- All parties must consider relationships and reputational impact

Resolution and Authority
- SBC assesses the situation based on agreements, facts, and event impact
- SBC determines available resolution options, including clarification, corrective action, credit, rescheduling, replacement, or refund
- All decisions, changes, and commitments require approval from SBC
- SBC confirms the selected resolution and defines execution steps, responsibilities, and timelines
- No party may make direct agreements, changes, or commitments outside of SBC
- SBC coordinates all resolution activity between parties until completion
- If a resolution cannot be reached, the dispute will be escalated to binding arbitration in accordance with the terms of the agreement

Timelines
- Live event issues are addressed the same day when possible
- All parties must acknowledge receipt within one business day
- Information is gathered within one to three business days
- Resolution options are provided within five to seven business days from the initial report
- Final confirmation is issued within one business day after resolution is agreed upon by all parties
Finalization and Closure
- SBC obtains confirmations and confirms all decisions in writing
- SBC issues an official letter to each party outlining the situation, position, resolution, and areas for improvement
- All written communications, notices, and outcomes are recorded by SBC
- Records are maintained for accountability and future reference
- SBC reviews each case to assess process improvements
- Feedback may be requested from the speaker and host