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If you have done business with an Internet Consumer Guard (ICG) member company, and need help resolving an issue with the service or product you received from this company, you can log a complaint.
* You can file a complaint by clicking on "File a Complaint" button at the top of this website page.
The Internet Consumer Guard offers a free Dispute Resolution program to help you resolve complaints against a member company.
(** Before you can begin the following process, you must first attempt to resolve your problem by addressing your complaint directly with the Internet Consumer Guard Member Company. You do this by first calling, or emailing, the website business directly to seek a resolution.)
If the above step does not resolve the issue - prodeed as follows:
The first step will involve completing the registration and validation process. Once your personal account has been opened, and you have verified your identity by responding to an email that we will send you, you will be able to start the process of registering and filing your official complaint.
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First you will fill out the complaint form, indicating the type of service you received from the ICG Member Company.
You will describe the specific complaint that you have against the ICG Member Company.
You will state the resolution to the complaint that you propose to the ICG Member Company.
Your complaint will be sent to the ICG Member Company for response.
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Internet Consumer Guard has a process which allows you to register a complaint against a website company for which you have a “Consumer – Business” relationship with. This means that you have purchased a product or service with this ICG Member website business.
Our complaint process utilizes the latest technology to assist you in coming to a resolution to your dispute, when direct contact with the website company has failed to produce reasonable results.
The basic Internet Consumer Guard consumer complaint process is as follows:
1. You file a complaint with an ICG Member Company.
If you have made a diligent effort to resolve your issue with an ICG Member Company, and are dissatisfied with the progress of the complaint, you can file a complaint through ICG to attain the help of a 3rd party to assist in resolving the complaint.
The Information you submit when you register a complaint must include a description of the product or service that you received from an ICG member web company, a brief description of what attempts you have made to resolve this issue directly with the company, and the resolution you are desiring from the ICG Member Company.
2. ICG will review the complaint to make sure it includes required information and will then forward the complaint to our member company.
ICG will inform the member company that they have 14 days to respond to your complaint. The member company must respond to your complaint and acknowledge whether they will accept your proposed resolution - or whether they propose a different resolution.
3. The Dispute Resolution process goes forward
- ·After the initial complaint has been processed, reviewed and sent to the ICG Member Company, ICG will monitor the time frame that each side has to respond, and will remind each side of any approaching deadlines. ICG member sites are obligated to respond in a reasonable length of time to all complaints.
- ·During the complaint process, you and the ICG Member Company may go back and forth several times before coming to reasonable resolution to your disagreement. Please be patient in the process.
- ·During the complaint process, each side will have 14 days to respond during the complaint process. If the person who initiated the complaint fails to respond to any complaint correspondence, the complaint will be closed.
- ·Internet Consumer Guard may, in its sole discretion, extend any of the time periods for either side to respond during a complaint process.
- ·Once a complaint is closed, it can be reopened one time upon request to ICG - with an automatic granting of your request to reopen the complaint. A second request to reopen a matter will only be granted after a formal request is given to ICG. ICG will make the final determination whether to grant a parties request to reopen the complaint for a second (and final) time.
4. If an ICG Member Company fails to reply to a complaint, or fails to abide by an agreed upon resolution, the following will occur:
- The ICG Member Company will receive notice that their failure to abide by the ICG membership agreement and promptly adhere to the terms of the resolution that had been agreed to between the Complainant and the ICG Member Company will lead to the immediate revocation of any “Recommended” status on their seal - and that within 24 hours, their seal will show a “Negative Rating”.
- In addition, repeated violations of a ICG Member Company to adhere will result in the immediate cancellation of their membership with ICG, and the immediate revocation of their member seal.
Our goal is to work with companies and encourage them to comply with any agreed upon resolution. This helps the person who registered the complaint to realize the benefits of the resolution - and allows the ICG Member Company to continue in good standing. Any ICG Member Company who does not adhere to the strict policies for complaint resolution are immediately removed as an active member.
Who can file a complaint?
Any individual who has a consumer-business relationship with an ICG Member Company - and who has made a diligent effort to resolve any disputes directly with that company - yet to no avail, may file a complaint through the Internet Consumer Guard.
Who is involved when I file a complaint through Internet Consumer Guard?
The parties involved are you, designated at the "Complainant", and the company for whom you are wishing to file the complaint, designated as the "Vendor".
What constitutes an eligible complaint?
Any time you have made a good-faith attempt to resolve an issue directly with a Member ICG Company, and all your attempts have failed to bring about a reasonable resolution to your issue, you are eligible to file a complaint through the Internet Consumer Guard Complaint Engine.
What remedies are available to me as a Complainant?
A complaint through Internet Consumer Guard will work to bring about a reasonable resolution to any issue you may have with an ICG Member Company. These resolutions can be anything that is agreed upon between you and the ICG Member Company, including but not limited to, resending a product, redoing a service, refunding money, etc.
Internet Consumer Guard will also take action against the ICG Member Company if any member company fails to abide by any agreed upon resolution.
Internet Consumer Guard will not be involved in taking any legal actions, filing for any legal sanctions, or any other similar type of action.