BBB Dispute Resolution
Dispute Resolution (DRD) Division
The Council of Better Business Bureaus, Inc, handles consumer disputes
through its Dispute Resolution (DRD) Division, which:
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Provides national DR services to large corporations
and their customers.
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With the BBB system, develops and promotes local BBB dispute resolution
programs. More than 58,000 companies across the U.S. now participate in
BBB
CARE and related dispute resolution programs.
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Operates BBB AUTO LINE, one of the
largest consumer/business out-of-court dispute resolution programs in the
country.
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Offers specialized training in conciliation,
mediation, arbitration, and related conflict resolution techniques.
Additional Publications:
DR: The Commonsense Alternative
BBB Solutions Online
DR: Arbitration (Binding)
DR: Arbitration (Conditionally Binding)
DR: How BBB AUTO LINE Works
DR: Mediation
What is Dispute Resolution?
Dispute Resolution (DR) is a term used to encompass many different
techniques for resolving conflicts. Better Business Bureau DR is informal,
low cost, and user-friendly.
In conciliation, the BBB collects information from both
parties to a dispute and works to encourage open communication between
them. BBB staff can effectively present the customer's views to the business
and offer the business' viewpoint to the customer in a neutral way. Many
disputes can be ended simply and quickly this way.
In mediation, a professionally trained mediator helps the
parties to work out their own mutually agreeable solution to the dispute.
Mediation is confidential, effective, and can offer win/win solutions to
difficult problems.
In arbitration, parties state their views, offer evidence
at an arbitration hearing, and agree to let an impartial, professionally-trained
arbitrator make a decision that will end the dispute.
Individual BBBs operate dispute resolution programs for companies
and customers in their service areas. Over 100 Bureaus participate in BBB
CARE, a standardized dispute settlement program coordinated by
the CBBB. The CBBB also operates national level programs for large corporations.
National DR Programs
While some corporations commit in advance to use Better Business Bureau
DR for all customer disputes of a particular nature (see BBB
CARE and BBB AUTO LINE),
some companies retain the Better Business Bureau to help resolve applicable
customer concerns on a case-by-case basis. These services work best for
the occasional problems that are not settled by a company's own customer
assistance facilities, or to provide a quick and easy substitute for litigation.
The BBB provides conciliation, mediation, or arbitration when a company
decides to offer such assistance and the customer wishes to participate
in DR.
Companies or organizations seeking additional information about BBB
dispute resolution services may call Rod Davis, Vice President of DR Services,
at 703-276-0100.
Consumers seeking information about BBB dispute resolution services
should contact their nearest local BBB office. To reach the nearest
local BBB office, use our
"Locate a BBB"
service.
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