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Ofcom Publish a Full List of ADR Complaint Handlers for UK ISPs

Posted: 02nd Feb, 2010 By: MarkJ
ofcomOfcom and the ISPA require that all UK Internet Service Providers (ISP) be members of an approved ADR complaints handling scheme (CISAS or OTELO). However, far too many broadband providers do not clearly publicise this information and, as a result of many requests, the regulator has put a full list on its website.
ADR Schemes:
OTELO - http://www.otelo.org.uk
CISAS - http://www.cisas.org.uk

Ofcom's ADR ISP Member List:
http://www.ofcom.org.uk/consumer/2009/12/adr-schemes/
ADR schemes are meant to supplement, not replace, a providers own internal complaints procedures. The advantage they have is that an ADR is free and can order your ISP to either fix the problem or pay compensation. ISPs are allowed 8 weeks to resolve a dispute before an ADR can be involved.

It’s worth pointing out that this data has always been available from the respective ADR websites. Though we do note that some ISPs like Vispa Internet still appear to be missing from the list (this will be corrected soon because Vispa are currently joining CISAS).

UPDATE 11:30am

Some additional information from the ISPA.

A spokesman for the ISPA said:

"Customers of ISPA members can contact ISPA through our website http://www.ispa.org.uk/complaints/page_40.html if they feel that their ISP has not responded satisfactorily to their complaint. ISPA then works with the member through our website to try to mediate and help the consumer and member to reach a satisfactory resolution to the complaint.

To help ensure that smaller ISPs meet their obligation under the Communications Act to be a member of a complaints resolution service, free membership of CISAS is available to all ISPA members."
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