What is the Better Business Bureau process for contractor complaints?

The Better Business Bureau (BBB) provides a free complaint resolution process for Ottawa homeowners having issues with contractors, though it's voluntary for businesses and has limitations compared to official regulatory channels.

How BBB Complaints Work in Ottawa

The BBB of Eastern and Central Ontario (serving Ottawa) operates as a mediator between consumers and businesses. When you file a complaint against a contractor, the BBB forwards it to the business and requests a response within 14 days. The contractor can choose to respond and work toward resolution, but participation is entirely voluntary.

You can file complaints online at bbb.org or by calling their Ottawa-area office. The process is free and typically takes 30 days if the business participates. The BBB will update their business profile to show complaint history and resolution patterns, which can help future consumers make informed decisions.

Limitations of BBB for Contractor Disputes

The BBB has no legal authority to force contractors to respond or comply with resolutions. They cannot compel refunds, require work completion, or enforce any agreements. Many contractors, especially those operating without proper licensing, simply ignore BBB complaints entirely.

For Ottawa construction disputes, the BBB works best for businesses that care about their reputation and are willing to participate in good faith. It's less effective against fly-by-night contractors or those already operating outside proper licensing requirements.

More Effective Options for Ottawa Contractor Issues

Before or alongside BBB complaints, Ottawa homeowners should pursue these stronger remedies:

Licensing Body Complaints: If your contractor holds ESA electrical licensing (check at esasafe.com) or TSSA gas certification (verify at tssa.org), file complaints directly with these authorities. They have actual disciplinary power over licensed contractors.

Tarion Warranty Corporation: For new home construction or major renovations by Tarion-registered builders, this provides actual warranty protection and dispute resolution with teeth.

Small Claims Court: For disputes under $35,000 in Ontario, small claims court offers legally binding resolution. The City of Ottawa has a courthouse at 161 Elgin Street specifically for these matters.

Consumer Protection Ontario: Contact ontario.ca/consumer or call 1-800-889-9768 for guidance on your rights under the Consumer Protection Act, especially for door-to-door sales or high-pressure tactics.

When BBB Makes Sense

The BBB complaint process works well when you're dealing with established Ottawa contractors who value their reputation and are willing to negotiate. It creates a paper trail and public record that can pressure businesses to resolve issues fairly.

It's particularly useful for service-related complaints (poor communication, missed appointments, unprofessional behavior) rather than major construction defects or contractor abandonment, which require stronger legal remedies.

Always verify your contractor's ESA license at esasafe.com and WSIB clearance at wsib.ca before hiring - prevention beats any complaint process.