Code of Business Practices (BBB Accreditation Standards)
The BBB Code of Business Practices represents sound advertising, selling and customer service practices that enhance customer trust and confidence in business. The Code is built on the BBB Standards for Trust, eight principles that summarize important elements of creating and maintaining trust in business.
This Code also represents standards for business accreditation by BBB. Businesses based in the United States and Canada that meet these standards and complete application procedures will be accredited by BBB.
1.1 Build Trust - Establish and maintain a positive track record in the marketplace.
An Accredited Business or organization agrees to:
1.1.1 Have been operational (actively selling products or services) in any BBB service area for at least the most recent 12 months, unless the principal(s) previously operated a similar business with an eligible record (one that qualifies for BBB accreditation).
1.1.2 Fulfill all licensing and bonding requirements of applicable jurisdictions; provide all license and bonding information upon application for BBB accreditation; and provide periodic updates upon request of BBB.
1.1.3 Be free from government action that demonstrates a significant failure to support BBB ethical principles in marketplace transactions (this requires a determination by BBB as to the nature of any violation, whether it was caused or condoned by management, and actions taken to resolve underlying issues that led to the government action).
1.1.4 Be free of an unsatisfactory rating and maintain at least a B rating at the accrediting BBB and the BBB where it is headquartered, if different.
1.1.5 In its relationship with BBB:
1.2 Advertise Honestly
Adhere to established standards of advertising and selling.
1.2.1 Follow federal, state/provincial and local advertising laws.
1.2.2 Abide by the BBB Code of Advertising, available at BBB's Web site. Supply, upon request, substantiation for advertising and selling claims. Correct advertising and selling practices, when recommended by BBB.
1.2.3 Adhere to applicable BBB industry codes of advertising.
1.2.4 Cooperate with BBB self-regulatory programs for the resolution of advertising disputes.
1.2.5 Use the BBB name and logos in accordance with BBB policy.
1.2.6 Avoid misleading customers by creating the false impression of sponsorship, endorsement, popularity, trustworthiness, product quality or business size through the misuse of logos, trustmarks, pictures, testimonials, or other means.
Honestly represent products and services, including clear and adequate disclosures of all material terms.
1.3.1 Make known all material facts in both written and verbal representations, remembering that misrepresentation may result not only from direct statements but by omitting or obscuring relevant facts.
1.3.2 Ensure that any written materials are readily available, clear, accurate and complete.
1.4 Be Transparent
Openly identify the nature, location, and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer's decision to buy.
1.4.1 Upon request, provide BBB with all information required to evaluate compliance with BBB standards. This may include, but is not limited to business name, address and contact information; names and background of principals; business and banking references; licensing and/or professional accreditation; and a complete description of the nature of the business.
1.4.2 Clearly disclose to customers:
1.4.3 If selling products or providing services on Web sites or via other electronic means:
Abide by all written agreements and verbal representations.
1.5.1 Fulfill contracts signed and agreements reached.
1.5.2 Honor representations by correcting mistakes as quickly as possible.
Address marketplace disputes quickly, professionally, and in good faith.
1.6.1 Promptly respond to all complaints forwarded by BBB by:
1.6.2 Make a good faith effort to resolve disputes, which includes mediation if requested by BBB. Other dispute resolution options, including arbitration, may be recommended by BBB when other efforts to resolve a dispute have failed. BBB may consider a business's willingness to participate in recommended dispute resolution options in determining compliance with these standards.
1.6.3 Comply with any settlements, agreements or decisions reached as an outcome of a BBB dispute resolution process.
1.6.4 Cooperate with BBB in efforts to eliminate the underlying cause of patterns of customer complaints that are identified by BBB.
Protect any data collected against mishandling and fraud, collect personal information only as needed, and respect the preferences of customers regarding the use of their information.
1.7.1 Respect Privacy
Businesses conducting e-commerce agree to disclose on their Web site the following:
1.7.2 Secure Sensitive Data
Businesses that collect sensitive data online (credit card, bank account numbers, Social Security number, salary or other personal financial information, medical history or records, etc.) will ensure that it is transmitted via secure means.
Businesses will make best efforts to comply with industry standards for the protection and proper disposal of all sensitive data, both online and offline.
1.7.3 Honor Customer Preferences
Businesses agree to respect customer preferences regarding contact by telephone, fax and e-mail, and agree to remedy the underlying cause of any failure to do so.
1.8 Embody Integrity
Approach all business dealings, marketplace transactions and commitments with integrity.
Posted on 12/03/2009
Colorado Springs Office
25 North Wahsatch Avenue
Colorado Springs, CO 80903
Phone: (719) 636-1155 or
Toll Free: (866) 206-1800 (Colorado only)
Fax: (719) 636-5078
503 N Main St Ste 520 Pueblo, CO 81003
Phone: (719) 542-1605
*Customer service representatives are available Monday through Thursday 9:00 a.m. - 2:00 p.m. MST.
**Customer service representatives are available Friday 9:00 a.m - 12:00 p.m. MST.
BBB Business Reviews are available 24 hours a day, seven days a week by calling (719) 636-1155 or (866) 206-1800 and pressing the number 3 when prompted or by using the Check out a Business or Charity link on this website.