BBB Begins Publishing Complaint Details

August 01, 2013
On August 1, 2013, the Better Business Bureau of Southern Colorado (BBBSC) joins all BBB’s across the country in publishing complaint details in their free BBB Business Reviews. Complaint details posted online will include all those received since October 20, 2012.

Previously, complaints were classified into categories and only the type of each complaint was reported, along with basic information about how the complaint was closed. Beginning August 1, 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 believe that this change will enhance the transparency of our complaint handling process,” said Matt Barrett, CEO of the BBB. “We also believe that including the text of the complaints will provide better service for both our businesses and consumers as the public will have the opportunity to observe how our businesses interact with customers to resolve concerns.”

Because complaint detail is now able to be viewed by others, the BBB stresses that no personally identifiable information should be included in complaints and responses or rebuttals. Personally identifiable information includes names, phone numbers, addresses, names of competitor businesses and order, invoice or contract numbers.

“We are committed to protecting the privacy of individuals,” added Barrett. “We will remove any personally identifiable information that is inadvertently included in complaints before we publish.”