Using a question and answer format, the booklet defines arbitration and contrasts it to a court trial. Procedures established by the State to ensure a fair and impartial arbitration hearing are described. Other areas discussed include qualifications of volunteer arbitrators, case screening, benefits of arbitration for businesses, the location of the hearing, and the procedures followed. Questions about damages and appeals after the arbitrator's decision emphasize that the arbitration is final and binding. The booklet also covers how technical questions are handled at a hearing, scheduling and time lapsed between a hearing and a decision, and how businesses can participate in the program. Rules of Procedures followed in an arbitration are provided, along with a sample agreement to submit claims to the Arbitration Program.