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Consumer Services

Issuing Reports
Dispute Resolution/Conciliation (complaints), Mediation & Arbitration
Automobile Complaints
Non-Profit Group Information
Educating the Consumer
Investigations

1. Issuing Reports

The Bureau receives thousands of inquiries each year from consumers requesting information BEFORE doing business with a particular firm. Anyone can contact the Bureau for a company reliability report. Information given to inquirers is based upon the Bureau's record on a company, whether they are members or non members, number of disputes involving the company, what the nature of the complaints were, and how the company responded to them. See Company Reports or contact us.

The report is a summary of the performance of the company as evidenced in the Bureau files, supplemented by special Bureau investigations, if needed. In addition, the Bureau can draw upon information compiled by the international BBB network.

2. Dispute Resolution

Before a consumer files a formal complaint with the Bureau, we urge the consumer to attempt to resolve the problem directly with the company with whom they have the complaint. In many cases the matter can be quickly settled by giving the company an opportunity to work the problem out. If the consumer is still dissatisfied, he or she may complete a complaint form in English.

When a written complaint is received, the Bureau sends it to the company concerned for its review and reply. In most instances, the matter is satisfactorily settled through conciliation. If this is impossible, the Bureau's Mediation/Arbitration Program is offered.

File an Online Complaint with the Better Business Bureau.

Dispute Resolution: 3 steps to resolving a complaint through the BBB

Conciliation (Complaint): Upon receipt of a complaint form, the Better Business Bureau will forward a copy to the company concerned for its review and reply. The company is provided a deadline of 20 days to respond to the BBB. When a written response is received, the BBB forwards a copy to the complainant to determine if the complaint has been resolved or if further assistance is required. If the complainant is seeking more information or is dissatisfied with the company’s response, the company may be contacted for a further response. If the complaint cannot be resolved through this process, the counselor may propose mediation or arbitration to both parties as an alternative to resolve the complaint.

Mediation: Mediation is an informal process in which a qualified third party, the mediator, helps the parties to resolve their differences. The mediator offers guidance in order to facilitate a mutually acceptable resolution. This type of agreement works because the parties in dispute make the final resolution themselves. The cost* for this service is: BBB members and their consumers $75 + GST/party and non-members $100 + GST and expenses/ party.

Arbitration: Arbitration is an informal process where both parties must agree to an arbitrator making a legally, binding decision. The arbitrator will allow each party to present their respective sides and introduce relevant evidence. The procedure is fast, fair and an economical alternative to court. Both the process and outcome are confidential. The cost* for this service is as follows:

Amount disputed less than 25,000:
Members companies and their consumers: $100 + GST/party + expenses
Non-Members: $150 +GST/party + expenses.

Amount disputed greater than $25,000:
Member companies and their complainants: $150 + GST/party + expenses
Non-Members: $200 + GST/party + expenses

*Prices may be subject to change

For information on either Mediation or Arbitration, please email our arbitration administrator at complaints@bbbvan.org

3. Automobile Complaints

Canadian Motor Vehicle Arbitration Plan (CAMVAP)

If you have a dispute with an auto manufacturer and you have not been able to secure a satisfactory resolution from the manufacturer yourself, the BBB as "CAMVAP Administrator" may be able to help.

CAMVAP, The Canadian Motor Vehicle Arbitration Plan, will settle disputes over:

interpretation, application or administration of vehicle warranties.
defects in workmanship or materials on a vehicle as supplied by the manufacturer to an authorized dealer.

The vehicle being disputed must be owned or leased by the consumer before and throughout the arbitration process. It must have been originally purchased from an authorized dealer and be no more than four years old. Used vehicles are also eligible for CAMVAP.

No fee is charged for the program. If a CAMVAP arbitrator rules in favor of the consumer, compensation may be in the form of repairs, reimbursement of out-of-pocket expenses up to $500, buy back by the manufacturer or no liability on the part of the manufacturer.

CAMVAP will not handle disputes concerning:

personal injury or property damage
loss of profits, inconvenience, loss of use, or availability of vehicle
claims strictly related to an authorized dealer
claims which have been previously settled with the manufacturer or is are currently before the courts
a vehicle used primarily for business or commercial purposes
motor homes
a vehicle built to non-Canadian specifications and intended for sale outside of Canada
service contracts or warranties which are not part of the manufacturer's warranty (ie: 3rd party warranty)
tire defects, except where the defect is directly related to some other defect in workmanship or material
options or accessories not authorized by the manufacturer and not ordered and installed by an authorized dealer at the time the vehicle was sold to the customer
rust-proofing
a vehicle currently or has previously been used as an ambulance, taxi, limousine, hearse, snowplow, or used for police, fire or municipal services top

4. About Non-Profit Groups

When a consumer or business asks for a report on a charitable, fraternal or philanthropic group requesting or soliciting funds, the BBB is prepared to supply information. To protect the community's "charity dollars" the Bureau actively engages in developing and distributing information about charitable solicitations.

5. Educating the Consumer

The best way for consumers to protect themselves is to become better informed and to develop sound buying habits. As an aid, the Bureau is engaged in a continuous information program - speaking to business organizations, civic groups and schools; appearing on radio and TV talk shows; and distributing consumer pamphlets. This information helps consumers make wise decisions in the marketplace and reduces consumer complaints. If you are interested in having a BBB representative make a group presentation, please contact us.

6. Investigations

When scams and schemes are uncovered, the BBB will investigate those which occur in our service area. Information discovered is then given to the appropriate enforcement agencies and publicized via the media. If you have information about a scam you would like to share with the BBB, please contact us.