What is the Better Business Bureau process for contractor complaints?

The Better Business Bureau (BBB) provides a free dispute resolution service for contractor complaints in Ottawa, but it's just one tool in your consumer protection toolkit - and not always the most effective for construction issues.

The BBB process works like this: you file a complaint online at bbb.org, providing details about your contractor dispute. The BBB forwards your complaint to the business and attempts to facilitate communication between both parties. The contractor has 14 days to respond, and the BBB works to mediate a resolution. This process is completely free and can sometimes resolve disputes quickly when contractors want to protect their BBB rating.

However, there are important limitations to understand. The BBB is a private organization, not a government agency, so they have no legal authority to force contractors to comply with any resolution. Many contractors in Ottawa simply ignore BBB complaints, especially unlicensed or fly-by-night operators who don't care about their business reputation. The BBB also doesn't verify contractor licenses - they might give an "A+" rating to an unlicensed contractor who simply responds to complaints promptly.

For construction disputes in Ottawa, you often have more powerful options. If your contractor is licensed through the Electrical Safety Authority (ESA) for electrical work or the Technical Standards and Safety Authority (TSSA) for gas work, filing complaints with these regulatory bodies carries real weight. ESA can investigate unsafe electrical work and potentially suspend licenses, while TSSA has similar authority over gas installations.

The Ontario Consumer Protection Act also provides stronger legal protections for home improvement contracts over $50. You can file complaints with the Ministry of Government and Consumer Services at ontario.ca/consumer, and they can investigate unfair business practices with actual legal consequences.

For payment disputes, Ontario's Construction Act (formerly Construction Lien Act) gives you specific rights including the ability to place liens on properties and access to prompt payment legislation. The Tarion Warranty Corporation also provides protection for new home construction in Ontario.

If you're dealing with unlicensed contractors or significant financial losses, contact Ottawa Police's fraud unit or consider small claims court. The City of Ottawa Building Code Services (613-580-2424) can also investigate work done without proper permits.

The BBB complaint process can be worth trying as a first step, especially for customer service issues or minor disputes with established businesses. But for serious construction problems in Ottawa - unsafe work, unlicensed contractors, major financial disputes - focus your energy on regulatory bodies and legal remedies that have real teeth. Document everything, keep all contracts and receipts, and don't let contractors pressure you into quick resolutions that might compromise your rights under Ontario law.