Articles for Category Tag - Alternative Dispute Resolution

The UK communications regulator has today published a new GFK study into the performance of their Alternative Dispute Resolution (ADR) consumer complaint handler schemes, which found that only 25% of fixed broadband ISP customers that were considered eligible to use an ADR were actually aware of it.

Communications provider Entanet, which supplies broadband services to a number of ISPs in the UK, has controversially suggested that Ofcom’s official consumer complaint schemes should force customers to “pay for the costs” if their complaint against an internet provider is rejected.

The boss of Charter UK, which is itself a provider of complaints management software, has today criticised the communications regulator (Ofcom) for being unable to handle individual complaints about landline, mobile phone and broadband providers and instead using two separate ADR schemes.

The boss of broadband provider AAISP (Andrews & Arnold) has warned that Ofcom’s new “decision making principles“, which are designed help the Alternative Dispute Resolution consumer complaint handlers reach a “fair and reasonable outcome” for both ISPs and customers alike, might not have much of an impact.

The UK communications regulator, Ofcom, has today introduced new “decision making principles” to help its two Alternative Dispute Resolution (ADR) consumer complaint handler schemes reach “better outcomes” and award “fair” compensation for customers affected by poor broadband or phone services.

The UK communications regulator, Ofcom, has launched a new review into its two Alternative Dispute Resolution (ADR) consumer complaint handlers – Ombudsman Services (OS) and the Communications and Internet Services Adjudication Scheme (CISAS) – after it was revealed that the system could sometimes impose unfair financial penalties against broadband ISPs.

The UK Internet Services Providers Association (ISPA) reports that members (ISPs) of the industry group will now gain expanded benefits if they also join up with the CISAS Alternative Dispute Resolution (ADR) scheme, which is designed to supplement a providers own internal consumer complaints procedures.