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Quarterly Dispute Resolution Statistics
July 1, 2005 - September 30, 2005

Public Inquires

Received: 1860
Nature of inquiries: How to remove an email address from a marketing list, fraud and scam questions, opt-out maintenance questions, access requests, identity theft, product and service concerns, employment issues, and credit information and protection.
Action taken: Referral to online government resources or other non-profit organization, referral to the BBB and BBBOnLine Web sites, referral to local BBBs, or processed by PPRS.

Complaints

Ineligible Complaints: 1840
These complaints were deemed ineligible for failing to meet the BBBOnLine Privacy Policy Review Service eligibility criteria. In most cases, the complaints did not involve personally identifiable information collected online about an individual or the company in question did not have a posted privacy policy. In some cases, the complainant had not yet made an attempt to work directly with the organization to resolve their complaint or the personally identifiable information was not misused according to a company's published privacy notice. Where applicable, complaints were referred to the local Better Business Bureau where the company is located, government agencies (such as the Federal Trade Commission) for additional assistance, or the Direct Marketing Association (name removal service).

Complaints Pending: 13
Requests for additional information were sent to complainants to determine their eligibility to proceed through the BBBOnLine Privacy Program Dispute Resolution Process.

Eligible Complaints: 7
(This figure includes complaints that PPRS deemed eligible as well as complaints that may have been eligible but were resolved by company prior to final determination.)

Complainant alleged:

  • Company refused to timely process request to have personally identifiable removed from mailing list or to have it deleted from company's database. (4)
  • Company refused to respond, in a timely manner, to concerns about the security of transmission of an individual's personally identifiable information. (1)
  • Company refused to respond, in a timely manner, to concerns raised about the sharing of an individual's personally identifiable information. (1)
  • Company refused to respond, in a timely manner, to concerns raised about the use of an individual's personally identifiable information. (1)

Eligible Complaints Resolved Prior to Decision: 4

Eligible Complaints Decided/Referred: 0

Active Complaints Pending: 3

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