Alternative Dispute Resolution Services
OVERVIEW
In 1975 the BBB started offering alternative dispute resolution services (ADR) to Minnesota and North Dakota businesses. In 2006 we established the Community Mediation Center. ADR services place a premium on the customer-business relationship and provide for an amicable resolution.
In today’s competitive marketplace, hundreds of thousands of dollars are spent to combat customer lawsuits. These lawsuits erode the public’s confidence in even the best businesses. When businesses resort to the court system to resolve disputes of customer satisfaction, no one comes out a winner. Even if the business wins the lawsuit, the customer relationship is violated. Additionally, the public record of court action further erodes customer confidence in the business and its industry.
PROGRAMS FOR CONSUMERS
Conciliation
Conciliation is an informal process where a trained staff member acts as a facilitator by identifying common positives to bring the disputing parties to an agreement. Conciliation improves communication, lowers tension, identifies issues and potential solutions, and is performed in writing or via the telephone.
Mediation
Mediation is an informal and voluntary process facilitated by a staff member or volunteer which has extensive training and certification. It preserves the ongoing relations of the business and customer, focuses on common positives, identifies underlying issues and is more expedient and less costly than litigation.
Binding Arbitration
Arbitration is a process in which a dispute is submitted to a neutral, trained and certified volunteer. This volunteer listens to testimony and examines evidence and renders a decision. Hearings are informal, held at convenient times and places and are scheduled and managed by our staff. Arbitration is less costly than litigation, does not require an attorney, the decision is legally binding, provides an opportunity for both parties to speak and be heard, and is confidential and private.
LOCAL PROGRAMS
Volunteer Arbitrator Training
The goal of arbitration is to resolve business/customer disputes quickly and economically as an alternative to the court system. Accordingly, arbitration is a professional activity requiring high levels of specific skills, including excellent written, verbal, listening, fact-finding and logical reasoning skills.
Our dispute resolution training programs are developed and conducted by staff trainers. All trainers have extensive experience in dispute resolution and are active in the field.
Volunteer Mediator
If you are already a trained mediator and are looking to volunteer for your BBB, please contact us directly to determine whether there are openings, and to get more information.
NATIONAL PROGRAMS
BBB AUTO LINE ®
We offer the largest and most effective auto warranty dispute resolution program in the US to help build trust and confidence in the automotive marketplace. Most auto companies offer BBB AUTO LINE to their customers as a consumer help resource.
Telecommunications
We provide a dispute resolution program to assist Verizon Wireless customers. To begin the process, file a complaint with the BBB of New Jersey at www.newjersey.bbb.org.
MORE INFORMATION
Maureen Slater, CMC Manager
mslater@thefirstbbb.org
220 S. River Ridge Cir
Burnsville, MN 55337
651-695-2427
