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BACK TO MAIN FAQ
What is BBBOnline and how does it work to protect my privacy?
Overview
How can I verify that a site is BBBOnLine accredited?
What should I do if I have reason to believe that my privacy may have been violated by a BBBOnLine accredited website?
What happens next?
What are the next steps BBBOnLine takes?
What remedies are available to me?
How long does this process take?
What if the site does not appropriately address my complaint?
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Overview
BBBOnLine is a wholly owned subsidiary of the Council of Better Business Bureaus. BBBOnLine's privacy seal program requires its participants to exercise responsible privacy practices and currently has over 850 participating Web sites. The BBBOnLine Privacy Program features privacy standard setting, verification, monitoring and review, dispute resolution, compliance "seal", enforcement mechanism and educational components.
Learn More
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How can I verify that a site is BBBOnLine accredited?
There are two ways to determine whether or not a Website is a member of the BBBOnLine privacy seal program. A BBBOnLine privacy seal will usually be placed on a Web site's index (front page) or privacy statement. A valid seal will always link to a validation page at the BBBOnLine web site. BBBOnLine also keeps an updated listing of participating sites at http://www.bbbonline.org/search/Pribrowse.asp. If you can not find the Web site listed there either it is very unlikely that it is an accredited valid participant.
Learn More.
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What should I do if I have reason to believe that my privacy may have been violated by a BBBOnLine accredited Web site?
participating sites. Before filing a complaint with BBBOnLine, users are urged to review the eligibility criteria posted on the BBBOnLine Web site. Users are then asked to make a good faith effort to contact the web site owner before filing a complaint. For more information go to the BBBOnLine Information page: http://www.bbbonline.org/consumer/complaint.asp
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What happens next?
BBBOnLine will review your complaint if a satisfactory resolution is not reached by dealing with the web site directly. Users filing complaints are asked to include the following things: 1) a copy of all correspondence between the user and the organization or company that operates the web site; 2) information for identification purposes; and 3) information about any which included materials are confidential and which are not.
Eligibility Criteria: http://www.bbbonline.com/consumer/criteria.asp
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What are the next steps BBBOnLine takes?
BBBOnLine's Privacy Policy Review Service (PPRS) is responsible for determining the eligibility of a complaint and evaluating, investigating, analyzing, and making a decision about how to resolve it. PPRS will forward the complaint to Web site in question for its answer. PPRS will then contact the user making the complaint if any additional information is needed. The user has 10 business days to submit any requested information.
The site under investigation has 15 business days to respond to the complaint. PPRS may also request additional information from the Web site operator if the information is lacking in any way. Once a sufficient answer is received the user is forwarded the reply. The user then has 10 days to submit any additional information. If the user fails to supply the information in that time PPRS will proceed to decide the case at that point. However if the reply is received, the reply will be forwarded to the Web site who will have an additional 10 days to reply. On response or upon expiration of the time limit PPRS will decide the case. If any additional information is required from either party a request will be sent out and there will be a 6 day period for reply.
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What remedies are available to me?
By filing a complaint with BBBOnLine, you can ask to have information corrected, modified, or deleted as appropriate. BBBOnLine will decide the appropriate action based upon the facts of the situation. Based on your complaint, BBBOnLine may require that the company change its stated privacy policy or privacy practices. BBBOnLine may also require that the company hire a third party auditing firm to review the company's practices to ensure that a working solution has been put in place. A company that refuses to comply with a BBBOnLine's decision may be referred to the appropriate government agency, removed from the BBBOnLine's program, and be subject to legal action with BBBOnLine.
BBBOnLine does not award monetary damages or provide relief that would require the site to violate law or legal obligations. However its decisions are non-binding and consumers can go to court for monetary damages.
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How long does this process take?
BBBOnLine attempts to expedite each eligible complaint as quickly as possible. There is a minimum of five steps that must be completed in order to complete the investigational and ruling aspects of any complaint. Each step has a predetermined allotment of time. If all necessary information is given when the complaint is initially submitted, then the user can expect to receive an answer in about 15 business days. The user will then be given 10 additional business days to reply, and the additional information will be forwarded to the individual or organization being investigated, who will have 10 days to respond. If no additional information is required from either party this process could ideally be completed in about 15-30 days.
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What if the site does not appropriately address my complaint?
BBBOnLine also provides an appeals process for matters involving substantial questions or interpretations of BBBOnLine privacy standards or in situations in which there is a significant possiblity that the matter might be decided differently.
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