NEW: Complaint Detail Publishing

March 03, 2014

On March 4, the Better Business Bureau of Mainland British Columbia (BBB) will join a growing list of BBBs throughout North America that offer complaint details in their free Business Reviews.

Previously, complaints were classified into twelve categories and only the type of each complaint was reported, along with basic information on how that complaint was closed.

Starting March 4, 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.

We’re excited about this change and feel it only enhances the transparency and openness of our complaint handling process. We’ve consulted other BBBs that have made this change and they’ve reported widespread consumer and business acceptance.

The BBB is making this change in response to feedback solicited from consumers over the last several months. 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, the BBB wants consumers and businesses to understand it is important that they include no personally identifiable information in 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 the BBB will provide boils down to the actual complaints from the consumers and the corresponding responses from the company.

The information we offer is verified information from both parties which means it based on fact and not created to either help or harm a company's reputation. It shows how companies respond to their customer complaints, providing both sides of the story.

Another benefit is that it will encourage both consumers and businesses to put their best foot forward and continue to work in tandem to resolve disputes amicably.