{"id":36444,"date":"2023-11-29T11:14:14","date_gmt":"2023-11-29T11:14:14","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=36444"},"modified":"2023-11-30T14:35:05","modified_gmt":"2023-11-30T14:35:05","slug":"ofcom-begins-review-of-uk-telecoms-complaints-handlers","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/11\/ofcom-begins-review-of-uk-telecoms-complaints-handlers.html","title":{"rendered":"Ofcom Begins Review of UK Telecoms Complaints Handlers"},"content":{"rendered":"

The UK telecoms regulator, Ofcom<\/a>, has today began a review to examine whether the Alternative Dispute Resolution (ADR) providers, which are third-party ombudsman schemes that help consumers to resolve complaints with their phone providers, broadband ISPs and mobile operators, is working effectively.<\/p>\n

The regulator requires that all such service providers – those offering services to consumers and small businesses – must be members of an approved ADR scheme (there are two of these \u2013 CISAS<\/strong> and Communications Ombudsman<\/strong> [formerly Ombudsman Services]). The schemes are free for consumers to access and designed to supplement (not replace) your provider’s own internal complaint procedure(s), although ISPs often have to pay sizeable costs regardless of whether they win or lose a case.<\/p>\n

The ADR process is usually seen as a last line of defence for consumers and thus such schemes are generally only used after a dispute has gone unresolved for 6-8 weeks, or earlier with the agreement of their provider (i.e. the \u201cDeadlock Letter<\/em>\u201d stage). See our ISP Complaints and Advice<\/a><\/strong> section for more information.<\/p>\n

However, the new review<\/a> will consider whether consumers and small businesses are receiving accessible, fair and consistent outcomes from the ADR procedures established under the Communications Act 2003<\/strong>. To help assess this, Ofcom<\/a> plan to look comprehensively at the consumer journey through ADR, including how consumers first access ADR and their experience of engaging with the scheme.<\/p>\n

Scope of Ofcom<\/a>’s ADR Review<\/strong><\/span><\/p>\n

We plan to focus on three main areas:<\/p>\n

Consumer access to ADR<\/strong><\/p>\n

Under our current rules, consumers and small businesses (both referred to as consumers in this document) can take their complaint to ADR eight weeks after they have complained or, before that, when their complaint has reached deadlock. We plan to look at whether these rules are working effectively for consumers.<\/p>\n

Consumer experience of ADR schemes<\/strong><\/p>\n

Under the Act, we are required to keep our approvals of the two ADR schemes under review. We will consider whether the schemes still satisfy the relevant criteria. As part of this, we will consider whether consumers are receiving an accessible and fair service at different stages of engagement with the schemes, from submitting a case to receiving a decision. This will help us to assess whether or not to keep approving the schemes and\/or require changes to their operations.<\/p>\n

Ofcom\u2019s oversight of ADR schemes<\/strong><\/p>\n

Ofcom monitors the performance of the ADR schemes on an ongoing basis, including by tracking their performance against Key Performance Indicators (\u2018KPIs\u2019) set by Ofcom. We plan to look at whether we should make any changes to our oversight of the schemes, including the KPIs, to incentivise better outcomes for consumers.<\/p>\n

Evidence gathering<\/strong><\/p>\n

To inform our assessment of the above areas, we are planning several pieces of evidence gathering including:<\/p>\n

\u2022 a qualitative research study looking at the consumer experience of using the two ADR schemes.<\/p>\n

\u2022 a review of a sample of cases from both schemes to assess the effectiveness, fairness and consistency of decision-making within and between schemes.<\/p>\n

\u2022 information requests (to providers and the ADR schemes) to further inform our understanding of how providers are currently facilitating access to ADR and how the ADR schemes are operating in practice.<\/p><\/blockquote>\n

On the whole, ADR schemes are a useful tool for consumers, although ISPs sometimes grumble about how they are occasionally said to accept \u201cvexatious<\/em>\u201d consumer complaints. But a previous review found that there was a \u201chigh level of decision making accuracy across both Schemes with regard to case acceptance or rejection<\/em>\u201d and \u201cno evidence … to suggest that acceptance of cases was financially motivated, or that [they] were accepting vexatious cases<\/em>\u201d (here<\/a>).<\/p>\n

Ofcom’s review will remain open for feedback until 5pm on 10th January 2024 and, after that, they intend to publish their preliminary findings and proposals by Autumn 2024.<\/p>\n","protected":false},"excerpt":{"rendered":"

The UK telecoms regulator, Ofcom, has today began a review to examine whether the Alternative Dispute Resolution (ADR) providers, which are third-party ombudsman schemes that help consumers to resolve complaints with their phone providers, broadband ISPs and mobile operators, is working effectively.<\/p>\n","protected":false},"author":1,"featured_media":27793,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1,1645],"tags":[107,36],"class_list":["post-36444","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","category-key_uk_isp_industry_developments","tag-adr","tag-ofcom-regulation"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/111493549706429704","error":""},"yoast_head":"\nOfcom Begins Review of UK Telecoms Complaints Handlers - ISPreview UK<\/title>\n<meta name=\"description\" content=\"The UK telecoms regulator, Ofcom, has today began a review to examine whether the Alternative Dispute Resolution (ADR) providers, which are third-party\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2023\/11\/ofcom-begins-review-of-uk-telecoms-complaints-handlers.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ofcom Begins Review of UK Telecoms Complaints Handlers - 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