Call for inputs: review of ADR in the telecoms sector

Ofcom has launched a review of the processes and schemes that people can use to resolve disputes with their telecoms providers.

If a customer has raised a complaint with their provider and is unhappy with the outcome, or it remains unresolved after eight weeks, they can escalate their complaint to an alternative dispute resolution (ADR) scheme for free, who will make an independent judgment on the case.

Ofcom currently approves two ADR schemes: the Communications Ombudsman and the Communications and Internet Services Adjudication Scheme (CISAS). All telecoms providers offering services to consumers and small businesses must be a member of one of these schemes.

Our review will consider whether consumers and small businesses are receiving accessible, fair and consistent outcomes from this ADR process. We plan to consider:

• whether the current process for how consumers can access ADR is working effectively for consumers;
• whether consumers are getting an accessible and fair service at each stage of the ADR process, from submitting a case to receiving a decision; and
• whether we should make any changes to the way we monitor the performance of the ADR schemes.

We are inviting comments on the scope of this review – including any additional issues we should take into account – by 5pm 10 January 2024.

Responding to this call for input

Please submit responses using the response form (ODT, 98.3 KB).