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BTO Tops Oftels Complaints List
By: MarkJ - 20 November, 2003 (9:07 AM)

Oftel has published its latest 'summary of consumer complaints', which shows BTOpenworld at the top of the list for ISP complaints. The regulator also approved, in principle, a new independent consumer complaints service proposed by Orange, Telewest, T-Mobile and the ISPA:

The scheme called the Communications and Internet Services Adjudication Scheme (CISAS) will be launched on 9 December and is administered by the Chartered Institute of Arbitrators.

CISAS has met a rigorous set of criteria set out by Oftel to provide a free, independent and effective service to consumers who are unable to resolve complaints directly with their telephone company.

In short, in the event of problems, ISPs will be required to offer their users access to an external dispute resolution scheme.

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