Arbitration Process , Rules and Eligibility

The Better Business Bureau offers two (2) types of arbitration, binding arbitration and informal dispute settlement (IDS).

  • Binding arbitration involves the consumer, the company and an arbitrator.  The parties present their case to the arbitrator and the arbitrator makes a binding decision on the case.  The arbitrator’s decision will be binding on you as the consumer, which is often enforceable in the courts. 

  • Informal dispute resolution involves the consumer, the company and hearing officer.  The parties present their case to the hearing officer and the hearing officer makes a decision on the case.  The decision is not binding on either party, but business members of the BBB have agreed to act in good faith in determining whether, and to what extent, they will comply with the decision.

Administrative Fee

If the consumer elects Binding Arbitration or IDS, the consumer must pay an administrative fee to the BBB in the amount of $150.  The hearing will not be scheduled until this fee has been paid.  The $150 administrative fee will not be waived for any case.  Payments can be made via credit card or check. 

  • To pay by credit card, please contact Deanna Gonsalves Vice President of Operations at 508-652-4866 or dgonsalves@bosbbb.org. 

  • To pay by check, please make the check payable to the Better Business Bureau
    and mail to:
    Deanna Gonsalves
    Vice President of Operations
    Better Business Bureau, Inc. Serving Eastern Massachusetts, Maine & Vermont
    235 West Central Street, Suite 1
    Natick, MA 01760-3767

If you would like to continue the arbitration process, please indicate if you would like to schedule Binding arbitration or IDS, and respond directly to the BBB within 10 days.

Outline of the hearing process

  1. If case is eligible for a hearing then arbitration is offered
  2. Within 10 days the consumer indicates to the BBB that they wish to move to arbitration to resolve the case
  3. The BBB contacts the consumer and verifies that they want to participate, answers any questions and collects the $150 fee
  4. The BBB drafts and sends an Agreement to both parties
  5. Both parties will review the document and contact the BBB to amend the document or sign and return the document within 10 days. You will also indicate on this document how you plan to participate in the hearing and provide your availability (in person, teleconference, in writing)
  6. The BBB will select an arbitrator to hear the case
  7. A date will be selected to hear the case
  8. Notice of hearings will be mailed to both parties indicating when and where the hearing will take place, and how each party will participate. Additional requests for information may be sent out at this time based on each party's participation method
  9. The hearing may be held at the arbitrator’s office, BBB Offices in Natick MA or Portland ME.
  10. The BBB keeps the arbitration on file for 1 calendar year

Rules

Eligibility