BBB Begins Publishing Complaint Details

March 06, 2014

Toronto, Kitchener, Hamilton ON – March 4, 2014 – BBB Serving Central Ontario has joined the list of BBBs throughout Canada and the US that offer complaint details in their free Business Reviews.


Previously, complaints were classified into categories and only the type of each complaint was reported, along with basic information on how that complaint was closed. Starting March 4, 2014, the actual text from consumer complaints will be included, as well as the initial business response, and any subsequent business/consumer correspondence in reportable complaints.


BBB is making this change in response to feedback solicited from consumers.  Research showed consumers were looking for more detailed information on the types of complaints companies receive and how those complaints were ultimately resolved. This change also gives companies more of a voice in the complaint process, allowing consumers to directly observe their response to customer issues.


Because complaint detail will now be viewed by others, BBB wants consumers and businesses to understand it is important that they include no personally identifiable information or derogatory statements in the text of their complaints and responses/rebuttals. Personally identifiable information includes names, phone numbers, names of competitor businesses and order, invoice or contract numbers. The information on complaints BBB will provide boils down to the actual complaints from the consumers and the corresponding responses from the company.


The mission of BBB is to be the leader in building marketplace trust by promoting, through self-regulation, the highest standards of business ethics and conduct, and to instill confidence in responsible businesses through programs of education and action that inform, assist and protect the general public.


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