Better Business Bureau

The Better Business Bureau (BBB), founded in 1912, is not a government agency, but a network of local BBB organizations based in the United States and Canada, which work together through the Council of Better Business Bureaus (CBBB). The BBB goal is to foster a fair and effective marketplace, so that buyers and sellers can trust each other ("Start With Trust"). Many BBB services can be accessed online through their website.

Structure

Local BBBs are independently governed by their own boards of directors, but must meet international BBB requirements, which are monitored and enforced by the CBBB on a continuous basis. The CBBB is governed by leaders of local BBBs, as well as by senior executives from major American corporatons, and community leaders such as academics and legal experts.

Each BBB entity is run separately. Businesses that move from one BBB jurisdiction to another may need to apply for BBB Accreditation in the new BBB location unless they have a system wide accreditation.

Core services

BBB core services include:

• * Business Reliability Reports
• * Fraud Prevention
• * Complaints and Dispute Resolution
• * Truth-in-Advertising
• * Consumer and Business Education
• * Wise Giving Charity Reports
• * Charity Accountability and Effectiveness Education

Business Reliability

Companies that are invited to join the BBB as Accredited Businesses must meet the BBB Standards for Trust and maintain all requirements of BBB Accreditation, including payment of annual dues. Businesses that agree to the BBB dispute resolution procedures may identify themselves as Accredited. If Accredited Businesses fail to meet the BBB's Standards, their accreditation will be revoked.

BBB Accredited Businesses make a commitment to conduct their business affairs with reliability and integrity, in accordance with BBB Standards and guidelines.

The Better Business Bureau name and torch logo can be used by accredited businesses. The logo use by accredited business is only allowed on printed material, to use the logo on a website the business needs to join the BBOnline Accredited Business Seal program.

Dispute Resolution Procedures

The organisations dispute resolution procedures are established by the Council of the Better Business Bureaus, and implemented by local BBBs. Usually, disputes can be resolved through mediation; when appropriate, low or no-cost arbitration may also be offered and provided through the BBB. The BBB acts as a neutral party when providing dispute resolution services.

Complaints about the practice of professions like medicine, law and accounting are usually not handled by the BBB and are referred to associations regulating those professions.

Truth in Advertising

The National Advertising Division of the CBBB (NAD) reviews national advertising for truthfulness and accuracy, and fosters public confidence in advertising accuracy. Its policies and procedures are established by the National Advertising Review Council (NARC). The Children's Advertising Review Unit (CARU) of this BBB entity reviews advertising directed to children. Its activities include the Children's Food and Beverage Advertising Initiative, a voluntary self-regulation program undertaken in cooperation with major corporations. The Initiative is designed to shift the mix of advertising messaging to children to encourage healthier dietary choices and healthy lifestyles.

BBBs gather and report information on business reliability, alert the public to frauds against consumers and businesses, provide information on ethical business practices, and act as mutually trusted intermediaries between consumers and businesses to resolve disputes. News media frequently turn to the CBBB and local BBBs as expert sources of news about scams and consumer issues.

BBB Standards for Trust

Build Trust - Establish and maintain a positive track record in the marketplace.

Advertise Honestly - Adhere to established standards of advertising and selling.

Tell the Truth - Honestly represent products and services, including clear and adequate disclosures of all material terms.

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.

Honor Promises - Abide by all written agreements and verbal representations.

Be Responsive - Address marketplace disputes quickly, professionally, and in good faith.

Safeguard Privacy - Protect any data collected against mishandling and fraud, collect personal information only as needed, and respect the preferences of consumers regarding the use of their information.

Embody Integrity - Approach all business dealings, marketplace transactions and commitments with integrity.

Vision, Mission and Values

Vision:
An ethical marketplace where buyers and sellers can trust each other.

Mission:
BBB’s mission is to be the leader in advancing marketplace trust. BBB accomplishes this mission by:

• Creating a community of trustworthy businesses
• Setting standards for marketplace trust
• Encouraging and supporting best practices
• Celebrating marketplace role models, and;
• Denouncing substandard marketplace behavior
  

BBB sees trust as a function of two primary factors – integrity and performance. Integrity includes respect, ethics and intent. Performance speaks to a business’s track record of delivering results in accordance with BBB standards and/or addressing customer concerns in a timely, satisfactory manner.

BBB ensures that high standards for trust are set and maintained. We exist so consumers and businesses alike have an unbiased source to guide them on matters of trust. We provide educational information and expert advice that is free of charge and easily accessible.

BBB Accreditation is an honor – and not every company is eligible. Businesses that meet our high standards are invited to join BBB. Businesses meeting BBB standards are presented to local Boards of Directors (or designees) for review and acceptance as a BBB Accredited Business. To read more about our Accreditation Standards, click here.

All BBB accredited businesses have agreed to live up to our Principles for Trust. Our Principles for Trust are a comprehensive set of policies, procedures and best practices focused on how businesses should treat the public – fairly and honestly in all circumstances. To review our Principles for Trust, click here.

BBB does not compare businesses against each other, but rather evaluates businesses against our standards – and our standards clearly speak to the character and competence of an organization.

BBB is the resource to turn to for objective, unbiased information on businesses. Our network of national and local BBB operations allows us to monitor and take action on thousands of business issues affecting consumers at any given time.

BBB is your key advisor, most reliable evaluator and most objective expert on the topic of trust in the marketplace.

Our Values
To accomplish our mission, we commit to the following values to guide all of our decisions and behavior, with each other and with all those we serve:

Excellence:
Strive to do our very best. Be accountable to the general public, our members, and to each other for everything we do. Commit to providing the highest quality service with excellence and consistency everywhere we operate.

Integrity:
Be honest and ethical in all of our business activities. Treat everyone with integrity, keeping our promises and learning from our mistakes. Have the courage to hold fast to our professional convictions.

Teamwork:
Communicate, cooperate and collaborate freely across organizational and territorial boundaries, and work as one team to fulfill our mission.

Trust:
Trust in our colleagues throughout the BBB system and in ourselves. Say what we mean and mean what we say. Communicate with honesty and candor.

Respect:
Treat everyone with respect and dignity, valuing individual and cultural differences. People are our fundamental asset. We will empower them to develop and use their talents and capabilities to the fullest.