The customer takes complaint to the business, if they are unable to resolve it, the customer or business can go to the BBB. The BBB tries to resolve the problem using the following procedures:
Conciliation is an informal process designed to create an environment where negotiations can take place. The BBB facilitates the process and assists businesses and consumers to resolve the complaint. If the parties fail to reach an agreement, the case is referred to mediation.
Mediation is a voluntary and confidential process where a neutral third party assists negotiation. The parties are responsible for reaching an agreement and the mediator can not impose a settlement. The mediator's role is to facilitate communication, promote understanding and use problem solving techniques with the goal of assisting the parties to reach their own agreement. Should the mediation fail to reach agreement, the case is referred to arbitration.
Arbitration is a form of private adjudication where a mutually acceptable third party hears arguments from either side in a dispute, and renders a judgement. The judgement, known as an award, is confidential and binding.
ADVANTAGES OF THE BBB DISPUTE RESOLUTION CENTRE:
» Parties create their own solutions
» Parties retain ownership of the dispute
» BBB is experienced in resolving business-consumer disputes.
CONSUMERS AND BUSINESSES PAY EQUAL FEES TO COVER ADMINISTRATIVE COSTS. The Fees apply only to mediation or arbitration services. There is no cost for filing a complaint with the BBB.