Arbitration FAQs

Arbitration is not the only choice we each have for resolving our disputes. You may also contact Customer Service and ask to speak to a Supervisor. If this does not resolve your dispute and you wish to pursue Arbitration, you must first notify Verizon of the dispute in writing at least 60 days in advance of initiating an arbitration. You can do this by accessing and completing a Notice of Dispute form on our website at https://www.verizon.com/about/nod/notice-of-dispute-wireless-form

If we are unable to resolve your dispute within 60 days, you can commence an American Arbitration Association ("AAA") arbitration with Verizon by contacting the AAA for the proper forms. You must then complete the forms and return them directly to the AAA with a courtesy copy to VZW at the above address.

For claims of less than $10,000, either of us can also bring an individual action in any small claims court that has authority to hear the case.

This information has been prepared for the convenience of Verizon customers. It does not modify or replace any of our contracts or advertising, or any arbitration rules of the AAA. It does not constitute legal advice.

Arbitration is an alternative dispute resolution process in which a neutral third person (one or more arbitrators) decides a dispute. Arbitration is often faster and more informal than court proceedings. Your Verizon Customer Agreement contains an arbitration clause. It says that we both have agreed that (except for certain small claims cases) any dispute or claim that arises or has arisen between us will be settled by binding arbitration before the AAA. We have each agreed that the arbitration decision is final and enforceable in court. By agreeing to arbitration, your legal claims are not affected, only the dispute resolution process has changed. If you are covered by an earlier Customer Agreement that says something different, arbitration is still available to you.

The AAA will assign someone to manage your case after you file the proper forms. You will be contacted with instructions for continuing the arbitration process. Be sure to keep a copy of everything you send to the administrator of your arbitration and to us.

Arbitrators can often make a decision based solely on documents (which could be as simple as letters) provided by both sides. Arbitrating this way can avoid an in-person hearing that could be time-consuming and inconvenient. However, if either of us decides an in-person hearing is necessary, one can be scheduled. If everyone agrees, the hearing may even take place by telephone. If you are an individual (not a company), it is up to you whether to have a lawyer represent you in the arbitration.

Our Customer Agreement states that the AAA's Consumer Arbitration Rules will apply. You should read the relevant rules if you want more information about them. You can obtain rules, procedures and fee information from the AAA or from us.

American Arbitration Association - Customer Service Center
335 Madison Avenue, 10th Floor
New York, New York 10017-4605
Phone: (212) 716-5870
Fax: (212) 716-5907
Phone Toll Free: (800) 778-7879
AAA Website

Download the Attorney Authorization form (PDF*).