06/29/2023 | News release | Distributed by Public on 06/29/2023 12:29
The Department of Consumer Affairs' Arbitration Certification Program (ACP) certifies and monitors third-party arbitration programs of participating automobile manufacturers to ensure compliance with California laws and regulations governing resolution of warranty disputes involving new/used vehicles purchased with the manufacturer's new-car warranty. ACP also ensures that certified programs conduct dispute resolution in a fair and expeditious manner. One of the program's goals is to promote the use of alternative dispute resolution, in lieu of court action, to reduce the strain and cost on consumers and the court system. ACP is mandated to perform the following:
Establish a program for certifying manufacturer's third-party dispute resolution processes for the arbitration of warranty disputes.
Once a manufacturer's arbitration program is certified, ACP monitors the program to determine whether it remains in substantial compliance with California's laws and regulations. ACP's staff gathers and evaluates information about the program through:
ACP investigates complaints alleging that a certified program has failed to follow its written operating procedures. ACP is required to notify the Department of Motor Vehicles of a manufacturer's failure to honor an arbitrator's decision within 30-days of notification that the consumer has accepted. Additionally, ACP tracks program violations or trends, informs consumers of other legal remedies, and evaluates consumers feedback and suggestions regarding the arbitration process.
Mission: To protect consumers whose vehicles are covered by their manufacturer's original warranty by providing a fair and timely state-certified arbitration program.
Vision: California will have a model arbitration process that encourages manufacturer participation and ensures consumer confidence.