NJ Division of Consumer Affairs ADR Unit - Newark, NJ

About Alternative Dispute Resolution

Resolving Consumer Complaints

The Alternative Dispute Resolution (ADR) Unit, located at 153 Halsey Street, is a vital service provided by the New Jersey Division of Consumer Affairs. This unit offers a voluntary, free, and informal mediation process designed to resolve disputes between consumers and businesses without the need for costly and time-consuming litigation. When a consumer files a formal complaint with the Division regarding a business practice—such as defective home improvements, auto repair issues, or retail disputes—the ADR Unit reviews the case to determine if it is suitable for mediation. The goal is to facilitate a mutually agreeable solution that satisfies both the consumer's grievances and the business's interests.

The Mediation Process

Unlike a courtroom setting, the ADR process is non-adversarial. Neutral mediators facilitate communication between the parties, helping them clarify issues and explore settlement options. This service is particularly valuable for resolving everyday consumer conflicts that do not involve fraud but rather misunderstandings or contractual disagreements. If a settlement is reached, it is binding. If mediation fails, the consumer retains the right to pursue other legal remedies, including filing a lawsuit in Small Claims or Superior Court. The unit also handles Lemon Law disputes, providing a structured arbitration forum for consumers who have purchased defective motor vehicles.

Access and Location

The ADR Unit is housed within the Division of Consumer Affairs headquarters in downtown Newark. While most of the mediation process is conducted via telephone, mail, or email to maximize convenience for all parties, the physical office serves as the administrative hub. The building at 153 Halsey Street is a secure state facility; visitors must present identification and undergo security screening. Consumers wishing to utilize this service must first file a consumer complaint form with the Division to initiate the process.

• Service: Consumer Mediation
• Method: Voluntary Negotiation
• Agency: NJ Division of Consumer Affairs