Learn about arbitration
Get detailed info on how to arbitrate a dispute with Cricket.
Our dispute resolution program is designed to help if you're having a problem with Cricket and you’re not satisfied after contacting Customer Care. Review details on how you can use Cricket’s dispute resolution process, including by bringing a claim in arbitration.
Frequently Asked Questions
How does Cricket’s dispute resolution process work?
If you’re having a dispute with us, we encourage you to contact Customer Care first. A phone call or chat session is usually the quickest way to resolve an issue. Find contact info at cricketwireless.com/contactus. If we still haven’t found the answer you’re looking for, submit a Notice of Dispute to our escalations team. Then a Cricket representative will be able to investigate further and contact you to try to work out a solution.
What is a Notice of Dispute?
A Notice of Dispute is part of the Cricket Informal Dispute Resolution Process. It’s more than just calling customer care. It’s how you escalate your issue and tell a specialized Cricket representative what happened and what you want Cricket to do for you (such as refunding a particular charge). Download the Notice of Dispute form at www.cricketwireless.com/legal-info/notice-of-dispute, fill it out, and mail us a signed copy. If you have an attorney, you’ll need to sign a form giving Cricket permission to share your account information with them.
The escalation team has at least 60 days after receiving the required information to try to resolve your claim. If we can't, either you or Cricket can file a small claims lawsuit or begin arbitration.
What is arbitration?
Arbitration is a way to settle disagreements outside of court. Think of it as a simpler, faster alternative to a lawsuit. Instead of a judge or jury, a neutral person called an arbitrator listens to both sides and makes a decision. You can handle your own arbitration or hire a lawyer to represent you if you’d like. Once the arbitrator makes a decision, it’s legally binding. This means both sides have to follow it. Courts will rarely overturn an arbitrator’s decision.
Cricket arbitrations will take place on an individual basis. The arbitrator can't hear class-wide or representative claims. But arbitrators can award the same individualized damages and relief that a court can award.
Who manages the arbitration?
An organization called JAMS runs the arbitration process for Cricket Wireless. Think of them as the organizers—they handle the paperwork, schedule hearings, and help the parties choose a neutral arbitrator to decide your case. JAMS works with a group of experienced arbitrators, including many former judges.
What rules and procedures apply in arbitration?
To help keep the process affordable and efficient, Cricket arbitrations follow the JAMS Streamlined Arbitration Rules, with some changes we've agreed to. JAMS may update these rules, so you can always find the latest version at www.jamsadr.com/rules-streamlined-arbitration. If 25 or more customers with the same or coordinated lawyers file similar claims against Cricket, special mass arbitration procedures apply. These are set out in the JAMS Mass Arbitration Procedures and Guidelines, as modified by our agreement.
Are there any fees for filing an arbitration?
Please check JAMS Arbitration Schedule of Fees and Costs at jamsadr.com/arbitration-fees to see their fees for consumers. They may ask you to pay a filing fee that’s about the same as current court filing fees. If you’re the one who initiated an arbitration and you’re not seeking more than $75,000, Cricket will pay your portion of the filing fees at your request, so long as there is no dispute that you have fully complied with the Informal Dispute Resolution Process. If you’re seeking more than $75,000 (or if the arbitrator finds that your claim is frivolous), your share of the costs of arbitration will be determined by the JAMS Streamlined Rules.
Can I skip the Notice of Dispute step before arbitration?
No. Your agreement requires that you first submit a completed Notice of Dispute form to Cricket’s escalations team and give them 60 days to work out a resolution. While you may have called customer care already, the escalations team would like an opportunity to address your claim before you begin a legal proceeding. It’s important that you fill out the Notice of Dispute form completely, including your account number, so that we can consider your claim without delay. Go here for help finding your account or phone number.
What kinds of disputes are covered by the Cricket Arbitration Program?
Part 1.3.2 of our agreement explains what kinds of disputes are covered. Generally, any claim can be brought in arbitration—except for certain types of claims arising from bodily injury or death—so long as it seeks relief for you individually, not on behalf of anyone else. In addition, issues about whether a claim can or must be arbitrated are for a court to decide. If you don’t want to arbitrate a dispute, you’re always free to bring claims in small claims court.
How do I start an arbitration?
To start an arbitration, you will need to download the Cricket Demand for Arbitration before JAMS form, which is available here: Demand for Arbitration Form (PDF). Follow the instructions and send printed copies to JAMS and Cricket at the addresses listed on the form.
