BBB to Begin Publishing Complaint Details

March 04, 2014

On March 4, the Better Business Bureau of Eastern Ontario and the Outaouais (BBB) will join a growing list of BBBs that offer complaint details in their free Business Reviews. Previously, complaints were classified into twelve categories and only the type of 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.

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 details 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, quotes, invoices or contract numbers. BBB also edits out profanity and threatening language. The information on complaints the BBB will provide boils down to the actual complaints from the consumers and the corresponding responses from the company.

BBB wants to help businesses succeed when interacting with consumers and responding to complaints, and to share proof of positive customer service in BBB Business Reviews.