Better Business Council Procedures

1. The BBC works with the Ministry of Commerce, the Department of Tourism and other necessary agencies to settle complaints.

2. Concerning telephone inquiries that come to the Chamber, the Chamber provides the following information:

1. Inform the caller whether the company they are inquiring is or is not a member of the Chamber.

2. Inform the caller if there are outstanding complaints. (This is done by the Manager of the Chamber or an assistant).

3. Concerning complaints, it is recommended that the following procedure be used:

1. All complaints must be submitted in writing. When a consumer calls with a complaint, the Chamber takes the name and address and mails out a standardized complaint form the same day. Walk-in complaints will be given a form to complete. Letters of complaint that reach the Chamber office will be handled accordingly.

2. After the Chamber receives the written complaint, we will mail out, within 3 days, a copy of the complaint with a form letter which explains our procedure and asks the business to make a written response within 10 business days.

3. If no response is received, a second letter will be mailed, by registered mail, return receipt requested, allowing an additional 5 business days from receipt for a response.

4. If no response is received to the second letter, the Chamber will make a telephone call to the business.

5. If there is no response to the first three of the complaint will be forwarded to the BBC for discussion. The chairman of the BBC will decide with the Manager of the Chamber whether to have a select committee from within the BBC or the whole Council review the complaint and determine the appropriate course of action.

6. If the business refuses to respond, the Council will decide whether to place the name of the business on a list showing it as a business with one or more “outstanding” complaints. This list is not to be construed as a list that contains “unresolved complaints”. An unresolved complaint list will not be kept.

7. A copy of the business’ response will be sent to the consumer within 3 working days. If, within the next 10 business days, the Chamber has not heard from the complainant, then it will be assumed that the complaint has been resolved and filed. The files will be kept for a period of one year.

8. A business that has tried to resolve the complaint with no success may, at their discretion, select to go to arbitration.

9. In cases of suspected or obvious fraud on the part of a business, the complaint will be turned over to the BBC for further investigation and possible notification of authorities.

10. It is recommended that businesses that have two or more outstanding complaints (within a one year period) be removed from the membership of the Chamber.