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BBB Accreditation Standards

BBB Accreditation Standards represent standards for business accreditation by BBBs in North America.

These standards are based on BBB's determination of the attributes of a better business. They incorporate not only lawful business practices, but also BBB's experience with ethical advertising, selling and customer experiences. For a business to qualify for BBB Accreditation, it must continually meet these standards. Not all businesses will qualify for BBB Accreditation.

BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust. BBB accreditation fees are based on several factors, including the size of business.

To be accredited by BBB, a business or organization affirms that it meets and will abide by the following standards:
 

1. Build Trust

   Establish and maintain a positive track record in the marketplace.

   1. Be actively selling products or services for at least six months prior to application or have previously operated a similar business with an eligible business performance track record.

   2. Fulfill all competency and trade licensing requirements.

   3. Be free from government action that demonstrates a significant failure to support BBB ethical principles. BBB evaluates the action and makes a determination on adherence to this standard based on the nature of the violation and the extent of harm it caused or is alleged to have caused, whether it was caused or condoned by management, and actions taken to resolve underlying issues that led to the government action.

   4. Maintain at least a B rating in all company-owned locations and its headquarters.
       

2. Advertise Honestly

   Follow established legal and ethical advertising and selling practices, including, but not limited to, the BBB Code of Advertising.

    

   1. Work with BBB and agree to modify, substantiate or discontinue advertising and selling practices when recommended.

   2. Use the BBB trademark and BBB affiliation statements under license and as outlined in usage policies then in effect.
       

3. Tell the Truth

   Honestly represent products and services, including clear and prominent disclosures of all material terms.

   • Be clear in all written and verbal representations and include all relevant facts in all transactions.
      

4. Be Transparent

   Openly identify the nature, location, and ownership of the business, and clearly and prominently disclose all material facts that bear on a customer's decision to buy.

   1. Upon request, promptly provide BBB with all information requested to ensure adherence to BBB standards.

   2. Clearly and prominently provide to customers:

      • direct and effective means to contact the business

      • the business' return/refund policy

      • any recurring commitment into which the customer may be entering, including automatic renewals, payments or other financial commitments.

      • total cost of the transaction, including tax, shipping and handling, and other related charges prior to completion of the transaction

      • any known delays or shortages of stock

      • a receipt summarizing the transaction after the purchase
         

5. Honor Promises

   Fulfill all contracts, commitments and representations.
    

6. Be Responsive

   Address disputes forwarded by BBB quickly and in good faith.

   1. Provide a response to each complaint that:

      • Is professional,

      • addresses all significant issues raised by the complainant,

      • includes appropriate evidence and documents supporting the business' position, and

      • explains why any relief sought by the complainant cannot or should not be granted.

   2. Participate in mediation, arbitration or other dispute resolution services as requested by BBB.

   3. Honor any settlements, agreements or decisions reached as an outcome of a dispute resolution process.

   4. Cooperate with BBB in efforts to eliminate the underlying cause of patterns of customer complaints that are identified by BBB.
       

7. Safeguard Privacy

   Protect any data collected against unauthorized disclosure and fraud, collect personal information only as needed, and respect the preferences of customers regarding the use of their information.

   1. Disclose handling practices for personal information, including but not limited to:

      • what information is collected;

      • how it is used;

      • with whom it is shared;

      • how it can be corrected;

      • how it is secured;

      • how policy changes will be communicated; and

      • how to address concerns over misuse of personal data.

   2. Ensure sensitive data (credit card, bank account numbers, Social Security/Social Insurance number, salary or other personal financial or health information) is collected and transmitted via secure means. Businesses will comply with applicable legal requirements and industry standards for the protection and proper disposal of all sensitive data, both online and offline.

   3. Respect customer preferences regarding contact by telephone and e-mail, and remedy the underlying cause of any failure to do so.
       

8. Embody Integrity

   Approach all business dealings, marketplace transactions and commitments with integrity, good faith and intent to do what is reasonably expected.

   • Avoid involvement, by the business or its principals, in activities that reflect unfavorably on, or otherwise adversely affect the public image of, BBB or its accredited businesses.

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Source: BBB Accreditation Standards