Consumer
Setting the Standard in Consumer Dispute Resolution
Benefits
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.
Expertise You Can Rely On
Why AAA
$17 million+
awarded to consumers in 2024
4,457 Consumer cases
resolved with no fees paid by the consumer
8,459 Consumer cases
were filed in 2024
Types of Consumer Disputes We Handle
Dispute types
The AAA administers a wide range of consumer disputes involving products or services for personal or household use. Common types of disputes include:
Product and Service Disputes
Issues related to warranties, defects, or misrepresentation of goods and services.
Financial Services
Claims related to credit cards, banking, loans, and other financial products.
Telecommunications and Utilities
Conflicts involving phone, internet, cable services, or energy providers.
Travel and Hospitality
Issues with vacation packages, airline services, hotel accommodations, or rental agreements.
Retail and E-commerce Transactions
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.
AAA Consumer Clause Registry
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:
- Search for a business by name
- View the arbitration clause approved by the AAA
- 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.
Consumer Clause Registry
Register a Consumer Clause
Clause Registration Guide
Statistics
Consumer Case Information and Employment Case Information
The AAA maintains an online Consumer and Employment Arbitration Statistics report based on AAA consumer cases closed within the last five years. This report is made available pursuant to state statutes such as the California Code of Civil Procedure §1281.96, Maryland Commercial Law §§ 14-3901 to 3905 and New Jersey Statutes § 2A:23B-1 et seq. and updated quarterly, as required by law.
The AAA’s Consumer Panel of Arbitrators and Mediators
Panel
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.
Industry-specific Knowledge
Panelists bring expertise in areas such as retail, product warranties, telecommunications, personal finance, and other consumer-related fields, offering informed perspectives on everyday disputes.
Commitment to Neutrality
The AAA’s panelists uphold the highest standards of impartiality to provide a fair and balanced resolution process.
Diverse Perspectives
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.
Extensive Experience
Many consumer panelists have years of experience in law, consumer advocacy, or relevant industries, equipping them to handle disputes with empathy, efficiency, and expertise.
Online Settlement Tool
Negotiate Your Case Online
Resolve your case faster with the AAA Online Settlement Tool. Parties can make and respond to settlement offers, add terms, upload documents, and track progress—all in one place. The arbitrator and AAA don’t see the negotiations. If a deal is reached, we’ll be notified automatically. Available for two-party consumer cases via AAA WebFile®.
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.