Unparalleled Expertise and Transparency: The AAA is a trusted leader in consumer dispute resolution, administering thousands of cases each year. Its Consumer Panel of Arbitrators is the largest and most geographically diverse in the industry, able to deliver fair, effective, and neutral outcomes.
Commitment to Due Process: For both its Consumer Clause Registry and the arbitration cases filed with it, the AAA reviews dispute resolution clauses for compliance with its Consumer Due Process Protocol. To promote fairness to the parties and the process, the AAA may decline to administer arbitrations where the clauses at issue violate the Protocol or the AAA’s Consumer Arbitration Rules.
Accessible Tools and Resources: From the Consumer Clause Registry to quarterly Consumer Arbitration Statistics Reports, the AAA provides unmatched transparency and tools to support consumers and businesses.
awarded to consumers in 2024
resolved with no fees paid by the consumer
were filed in 2024
The AAA administers a wide range of consumer disputes involving products or services for personal or household use. Common types of disputes include:
Issues related to warranties, defects, or misrepresentation of goods and services.
Claims related to credit cards, banking, loans, and other financial products.
Conflicts involving phone, internet, cable services, or energy providers.
Issues with vacation packages, airline services, hotel accommodations, or rental agreements.
Disputes related to online purchases, returns, and refund policies.
Mass arbitration
The AAA Offers Comprehensive Support for Consumer Mass Arbitrations,
- Volume: 25 or more similar arbitration demands or a global mediation request.
- Representation: Consistent or coordinated representation across cases.
- Applicable Fee Schedule: Employment/Workplace or Consumer Fee Schedule applies.
The Mass Arbitration Supplementary Rules aim to streamline the process of resolving these cases efficiently, saving time and cost for all parties.
The AAA Consumer Clause Registry provides transparency into businesses that use consumer arbitration clauses. It lists companies whose clauses have been submitted to the AAA and found to substantially comply with the Consumer Due Process Protocol.
Use the Registry to:
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Search for a business by name
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View the arbitration clause approved by the AAA
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Confirm whether the AAA will administer a specific consumer case
If a business has not registered its clause before a consumer case is filed, the AAA requires clause submission at that time.
For more information, refer to Rule R-12 of the Consumer Arbitration Rules.
Statistics
Consumer and Employment Arbitration Statistics
The AAA provides quarterly updated Consumer and Employment Arbitration Statistics Reports detailing case outcomes, costs, and timelines. These reports comply with state statutes, including the California Code of Civil Procedure §1281.96.
The AAA’s Consumer Panel consists of highly qualified professionals, many with extensive experience in Mediation & Arbitration Law for Consumers. The AAA carefully vets its Consumer Panel arbitrators and mediators to uphold neutrality, integrity, and efficiency.
Panelists bring expertise in areas such as retail, product warranties, telecommunications, personal finance, and other consumer-related fields, offering informed perspectives on everyday disputes.
The AAA’s panelists uphold the highest standards of impartiality to provide a fair and balanced resolution process.
The AAA is committed to maintaining a diverse roster of arbitrators and mediators, reflecting a broad range of backgrounds and perspectives to meet the needs of every business.
Many consumer panelists have years of experience in law, consumer advocacy, or relevant industries, equipping them to handle disputes with empathy, efficiency, and expertise.
Self-representation
Are You Self-Represented?
In arbitration, you don’t have to have a lawyer represent you (unless state law requires it), but it’s important to know that arbitration is a final and binding process that can affect your rights. So, if you are considering representing yourself, it’s a good idea to talk to a lawyer. If you do decide to go through arbitration without a lawyer, the AAA has resources to help you.