Guidelines for doing business in Canada july 2016

ACCEPTED SOCIAL NORMS

Canadians are generally down-to-earth, tolerant, friendly and polite. Communication, in general, is fairly direct. Their communication style is essentially pragmatic and relies on common sense.

Canadians like their space and prefer to be at an arm’s length when speaking with someone.
In Canada, a person’s authority is related to his or her position and responsibility. Women occupy the same range of positions as men and enjoy the same levels of authority. People have authority regardless of their name, status, social class or gender.
Canadian women are respected by their male colleagues and peers, and expect the same from foreigners.
People stand in line when waiting for the bus, to buy tickets, at the store check-out counters, or bank, etc. It is considered rude to jump the line or go ahead of someone who was there before you.
Smoking is not allowed in offices, most restaurants, and even bars (with the exception of Quebec). Make sure to smoke only in designated areas. When out in a public space, it is common courtesy to ask your companions’ permission before lighting a cigarette.

LANGUAGE

Canada’s official languages are French and English. English is spoken in almost all of Canada. While the concentration of French-speaking Canadians is in Quebec, French is also spoken in some areas of Nova Scotia and New Brunswick. Most French Canadians speak and understand English, but may prefer to speak in French. Check ahead of time to find out if an interpreter will be necessary.
It is considered rude to speak in a foreign language in the presence of other person(s) who do not understand what is being said.

BUSINESS PRACTICE

Business communication is quite direct and to the point in Canada; there will be no need for you to decipher and read into messages. All forms of communications such as emails, telephone calls, and letters should always be direct and concise.
Meetings and visits are always arranged in advance. It is not common to just show up without an appointment.
Always arrive on time for meetings and appointments. Promptness is valued and greatly appreciated. Every effort should be made to provide notice for any anticipated delays.
Business cards are commonly exchanged in Canada.
Canadians get down to business quickly. Meetings are conducted in accordance with a set agenda, and irrelevant discussion is kept to a minimum. A premium is always placed on time.
Business meetings are generally well-organized and adhere to time schedules. They tend to be casual and relaxed in manner even if the subjects being discussed are serious. Depending on the subject, attendees may represent a variety of levels and experiences; all are expected to express opinions.
Canadians are well prepared for negotiations. They appreciate and value thoroughness and directness from business partners. Evasive responses are not viewed positively by Canadians.
It is important to avoid exaggerating the strengths of your company and the benefits of your product(s).
The business dress code is more conservative, in contrast to the American neighbours, who are generally more formal. Be more well-dressed in cities, and be casual in mountain towns and resorts.
In Quebec, friends or acquaintances will kiss on both cheeks when meeting and leaving. This happens between female friends, and between men and women, but not between males.

GIFT GIVING & MEALS

It is an accepted custom for Canadians to give gifts for birthdays and Christmas.
Gifts are not routinely given at business meetings. If you do give a gift when you arrive or when you are leaving, make it a modest one. Gifts are usually unwrapped immediately and shown to everyone. The best choice is a present from your home country or an invitation to a meal/other form of entertainment.
Feel free to say “No, thank you” to particular foods or drink without offering an explanation.

RECEPTIVE TOUR OPERATOR’S ROLES & RESPONSIBILITIES

Canadian Receptive Tour Operators (RTO) are based in Canada and work with overseas wholesale companies.

RTO’s Roles:

An RTO is commonly called a land operator or Destination Marketing Company (DMC). They source, package, market, distribute and deliver the services of Canadian tourism partners to provide a world class Canadian experience to international visitors.
An RTO arranges hotels, transportation, guides, airport meet & greet, meals, attractions and other pertinent components that make up a tour package.

As RTOs, they:

produce a confidential tariff using net, non-commissionable rates provided by suppliers & distribute the tariff to their international wholesalers/tour operators,
combine all of supplier products and services, and package them in a desired format for the benefit of wholesalers and visitors,
are the call to action for fulfillment of Canadian itineraries,
will be a first link to the overseas markets for suppliers,
will initiate and/or execute Familiarization Tours to promote suppliers,
are part of your sales force to the international market, in this case Canadian market.
provide essential information and market intelligence to suppliers to assist and enable them to create the plan,
can target multiple customers, multiple segments, and multiple geographic sources and assume risks by operating your tours,
will represent the interests of your target market,
must always have Canada’s best interest at heart,
always have to be competitive in the global market,
must always strive to propose fresh new products, ideas, itineraries, areas and routing to your primary market,
always offer the highest quality hospitality services with reasonable pricing to overseas clients/visitors,
are the layer between the agent and the supplierbut at the same time, RTOs have to continuously educate Canadian partners of the overseas tour operators and clients’ needs & wishes,
make sure to communicate openly with their suppliers/vendors and ensure they understand the cultural characteristics and requirements of the overseas clients market, and
always make an effort to also promote the shoulder and off-season in Canada.

In most cases working together with the RTO is the preferred method of selling Canada to an overseas Customer and in many cases are the only way you can get this business. RTOs are the preferred avenue for overseas customers to obtain inroads into doing business in Canada.

RTO’s Responsibilities:

to conduct business according to Canadian rules, regulations and proper licences,
settlement of accounts with our Canadian suppliers/partners once services have been rendered and completed,
to ensure strict compliance with its partners’ requests and/or policies,
to abide by payment policies and credit terms as stipulated in negotiated contract with its Canadian partners.
to minimize supplier’s financial risks, and
to be incorporated and in good standing under the Canadian Business Corporation Act (CBCA) and any provincial statute in Canada (eg. Consumer Protection BC).

CONTRACT

Travel Service Contract refers to the agreement on rights and obligations of both tour operators and tourists in the process of travel. The contract includes but not limited to information pertaining to transportation, meals, accommodations, guided tours and other related services.

In China, to regulate the tourism market in good order, the rights and obligations of both tour operators and tourists are stated in the fifth chapter of the tourism law of China “service contract.” Under the provisions of this law, travel service contracts will define travel services that the travel agency provided and the terms and conditions for tourists to pay the travel costs.

The travel service contract should be in writing and include the following:

Travel agent’s / tour operator’s basic information including its legal name and contact information
Travel arrangements; services provided such as transportation, meals, accommodations, guided tours and other related services.
The minimum number of tour groups
Service Standards
Specific contents and time of travel, entertainment and other items
Organization of free time
Travel expenses
Breach of contract and settlement of disputes
The laws, regulations and other matters as agreed upon between the parties

TRANSPORTION SAFETY MANAGEMENT

For everyone’s Safety:

A driver’s hours of service are strictly regulated by Federal and Provincial laws. These laws limit the number of hours a driver can drive in a day, the length of a work shift, and the number of work hours a driver can accumulate over the course of 7 or 14 days.

Canada’s Driver Hours of Service Regulations

Maximum Driving Time*:
• Per day: 13 hours
• Per week: 70 hours

Remarks

Most of commercial vehicle operators set Maximum Shift Hours less than the above regulation hours.
If a bus driver acts as a tour guide or on duty work, the time spent on guiding is considered as on-duty time

Minimum Daily Off-duty Time:

• Per day: 10 hours every 24 hours *8 hours to next work shift

Limits:

• 70 hours on duty in a 7 day period or 120 hours on duty withina 14 day period

Mandatory Day off:

• 24 consecutive hours per 14 days

If these limits are exceeded:

The bus driver and the bus company can be charged and fined, jeopardizing the bus company’s operating privileges.
The driver will not be able to continue to drive and the bus will be placed “out of service” at a roadside inspection.
Additionally, the law makes the user – in this case the RTO and/or tour operator of the transportation service – responsible for compliance and subject to prosecution in cases in which the driver is requested, required, or allowed to exceed the allowable limit.

Reminder to Tour Operators and Tour Directors

Please do not ask your driver to break the law by exceeding these limits. After all, the safety of your group is your No.1 priority! In addition, you can be charged under the law for a driver’s hours of service violations.