A new online self-help tool offered by Consumer Protection BC will offer British Columbia consumers a modern and alternative way to resolve disputes with businesses focused on making it easier and cheaper to resolve differences.

Currently in the pilot stage, Consumer Protection BC developed the platform for Online Dispute Resolution (ODR) in consultation with the Ministry of Justice, which is leading and supporting dispute resolution innovations as part of its justice reform initiative.

In the past month, Rogers Communications Partnership (Rogers), Robbins Parking and SHAW have committed to using the ODR platform with their B.C. consumers to continue to improve the customer experience, resolve issues fairly, and complement other complaint-handling processes.

As an alternative dispute resolution option, the ODR platform can be accessed online at any time. During the pilot period, ODR is free for consumers and businesses to use.

During the ODR process, consumers and businesses work together to reach mutually agreed-upon resolutions. In specific situations, Consumer Protection BC, acting as a neutral third-party, can be called upon to lend assistance and mediation.

Through the justice reform initiative, the government is working to create a transparent, timely and balanced justice system for British Columbians.

Businesses serving B.C. consumers who are interested in participating in the ODR pilot are invited to contact Consumer Protection BC.

Quotes:

Attorney General and Minister of Justice Suzanne Anton -

"This new approach to dispute resolution is both innovative and cost-effective for citizens and business owners alike. With three major companies agreeing to use the service, we are hopeful that ODR will be recognized by B.C.'s business community to be a progressive and valuable tool for resolving consumer disputes quickly and fairly."

"Online dispute resolution also constitutes an important piece of the B.C. government's action plan for transforming B.C.'s justice system. The proposed Civil Resolution Tribunal will handle small claims and strata disputes as an alternative to going to court."

Manjit Bains, vice president, corporate relations, Consumer Protection BC -

"Time and time again, consumers came to us asking us for alternative and efficient options to resolve disputes with businesses. ODR was the answer to this need - we believe this form of alternative dispute resolution is truly the way of the future and I'm delighted by the response we've had so far from businesses that are committed to excellence and customer service."

Dan Sawchuk, president, Robbins Parking Ltd. -

"Robbins is committed to customer service. In the parking business, disputes are not uncommon, but it's how they are resolved that determines your standing in the community. We want our customers to feel they've been heard and that they've been fairly treated."

"This pilot project from Consumer Protection BC will help businesses get even better at resolving customer service issues. We support it and are very pleased to be a part of it."

Quick Facts:

• Online Dispute Resolution (ODR) is an innovative project being managed by Consumer Protection BC, the body established by the province of British Columbia to promote a fair marketplace for B.C. consumers and businesses.

• ODR helps further Consumer Protection BC's vision of "confident consumers and trusted businesses in a thriving marketplace."

• Businesses that participate in ODR show their commitment to business excellence and dedication to customer service. ODR can be complementary to other complaint-handling processes that businesses may already have in place.

• Consumer Protection BC is a not-for-profit corporation that was created to strengthen consumer protection in B.C. and enforce consumer protection laws.

• In 2012, the B.C. government passed legislation to allow the creation of the Civil Resolution Tribunal. Once operational, it will also use online dispute resolution as an alternative option for citizens dealing with strata property and small claim disputes.

Learn More:

For more information about the Online Dispute Resolution program, go to: www.resolveyourdispute.ca

If you have questions about your rights and responsibilities as a consumer in British Columbia, please contact Consumer Protection BC toll-free at 1 888 564-9963 or visit: www.consumerprotectionbc.ca

For more information about the B.C. government's Civil Resolution Tribunal initiative, go to: www.ag.gov.bc.ca/legislation/civil-resolution-tribunal-act/

Media Contacts:

Ministry of Justice
Government Communications and Public Engagement
250 953-3196

Consumer Protection BC
250 920-7112 ext. 2824
media@consumerprotectionbc.ca

ODR Contacts:
Consumer contact:
Consumer Protection BC
1 888 564-9963
odr@consumerprotectionbc.ca

Business contact:
604 296-2852
manjit.bains@consumerprotectionbc.ca