HOW TO REGISTER A COMPLAINT The Better Business Bureau is a non profit organization whose mission is to foster an ethical marketplace and to educate and encourage consumers to use business conforming to acceptable professional standards of conduct. The Bureau is not an enforcement agency nor can it "punish" anyone. The Bureau's role in dispute resolution is that of a third party neutral. Our job is to help both parties to communicate so that a solution to the problem can be found. HOW TO RECEIVE A COMPLAINT FORM Send a self-addressed, stamped envelope to the Better Business Bureau office nearest you. Victoria: Nanaimo: 201 - 1005 Langley Street 108A - 55 Victoria Road Victoria BC V8W 1V7 Nanaimo BC V8R 5N9 Tel: (604) 386-6348 Tel: (604) 755-7843 Fax: (604) 386-2367 Fax: (604) 755-7863 WHEN YOU SEND A COMPLAINT IN TO THE BB WHAT CAN YOU EXPECT ? Upon receipt of your Customer Experience Form, the BBB forwards a copy to the company concerned. We allow twenty working days for a response; five days for mail service to deliver, ten days for the company to respond and another 5 days for us to receive a mailed written response. Occasionally the company will call the Bureau to request that verbal communication begin in an effort to resolve the complaint as quickly as possible. The Bureau may request that certain written statements and/or documentation be forwarded to us from either the customer or the company. When a written response is received from the company the BBB will either contact the customer or mail the company response to the customer. We will then attempt to resolve any outstanding issues and if unable to do so, may recommend Arbitration (members only). As a neutral third party, the Bureau, after consulting with each party, may determine if the matter can or cannot be resolved. In order for the Bureau to proceed with a complaint you must have already attempted to resolve the problem with the company. Please be advised that the BBB will not become involved if there is any legal action in progress.