About Us
About ACP
The Arbitration Certification Program (ACP) certifies and monitors third-party arbitration programs of participating automobile manufacturers to ensure compliance with CA laws and regulations related to new vehicle warranties and manufacturer sponsored arbitration programs.
The Arbitration Certification Program's Mandates
The Department of Consumer Affairs' Arbitration Certification Program (ACP) certifies and monitors third-party arbitration programs and the manufacturers they sponsor to ensure compliance with California laws and program regulations on resolving warranty disputes for new vehicles bought with the manufacturer’s new-car warranty. The ACP also ensures that certified programs conduct resolution disputes in a fair and expeditious manner. One goal of the program’s goals is to promote alternative dispute resolution instead of court litigation to reduce costs and strain on consumers and the court system.
The ACP is mandated by California Business and Professions Code Sections 472 - 472.5 to perform the following:
- Create a process and forms to be used to apply for certification
- Set minimum standards to determine if the third-party dispute resolution process meets certification requirements.
- Set a timeline and specify information the certified programs must send to the ACP. This allows the ACP to monitor and determine substantial compliance with state laws and regulations.
- Set procedures and investigate complaints from owners or lessees of new motor vehicles regarding the operations of the certified programs.
- Conduct a satisfaction survey of customers of the certified program’s arbitration process to measure customer satisfaction and identify violations.
- Submit a biennial report to the Legislature on the effectiveness of certified arbitration programs.
- Adopt regulations as necessary and appropriate to implement applicable California laws.
When a manufacturer’s arbitration program is certified, the ACP ensures substantial compliance with California's laws and program regulations by gathering and evaluating information through:
- Monitoring of arbitration hearings and arbitrator training
- Review of dispute files
- Investigation of consumer complaints
- Biannual on-site inspections of the program's operations
- The ACP investigates complaints alleging that a certified program failed to follow its written operating procedures.
- ACP tracks violations, trends, and provides this information to each certified program and manufacturer regarding their performance annually.
- ACP informs consumers about other available resources.
- ACP evaluates feedback and suggestions on the arbitration process.
- ACP must notify the Department of Motor Vehicles if a manufacturer does not fulfill an arbitrator's decision within 30 days of the consumer's acceptance.
ACP's Mission, Vision, and Values
Mission:
Provide effective oversight of participating automobile arbitration programs to ensure warranty disputes
between manufacturers and consumers are resolved in a timely manner and in compliance with California laws and
regulations.
Vision:
Expand certification of automobile manufacturers to reach more California consumers.
Values:
Accountability
Collaboration
Consistency
Consumer Protection
Diversity and Equity
Integrity
Transparency
Trust
