Home » 

UK ISP News Archives

 » 
Sponsored Links

Ofcom UK Opens Review of Broadband ISP Complaints Handler ADR Schemes

Posted: 20th Oct, 2010 By: MarkJ
ofcom uk ADR isp complaint rulesCommunications regulator Ofcom has today launched a new consultation into the performance of its official Alternative Dispute Resolution (ADR) schemes, which are provided to consumers by Otelo and CISAS. ADR's are designed to help UK customers of broadband ISPs or phone providers get their complaints resolved.

The two schemes are fundamentally different in their approach to dispute resolution: Otelo is an Ombudsman scheme, whereas CISAS offers a consumer adjudication service. All UK ISPs are required to be a member of an ADR.

In 2009, 87% of all CISAS cases were fully completed within 6 weeks, while 52% of consumers received a Provisional Conclusion from Otelo within the same period (the first of two stages in the Otelo adjudication process).

According to independent research commissioned by the schemes, 72% of those who made complaints to Otelo in 2009 were satisfied with their service, compared to 71% of those who made complaints to CISAS (complainant satisfaction with Otelo has fallen from 72% in 2009 to 48% in 2010).

Ofcom Statement

Ofcom is also obliged to keep its approval of ADR schemes under review and we have started a review of the performance of both Otelo and CISAS (including the operations, structure and rules of both organisations). This Call for Inputs provides stakeholders with the opportunity to bring to Ofcoms attention any issues that should be considered as part of this review.

In July 2010 Ofcom also announced new measures that sought to force UK broadband ISPs into making their customers more aware of the official complaint handling processes (full details). Those changes are due to become effective from 22nd January 2011.

ADR's are typically free to use and can order your provider to either fix a problem or pay compensation (up to £5000). However they are notoriously slow to reach a resolution. Likewise, consumers can usually only lodge an ADR complaint after 8 long weeks of attempting to get the problem resolved with their provider first (or less if the provider agrees to it).

More details on how to use an ADR scheme can be found in our 'ISP Complaints and Advice' section. The review itself is open for feedback until 24th November 2010.
Ofcom Review of Alternative Dispute Resolution Schemes
http://stakeholders.ofcom.org.uk/binaries/consultations/alternative-dispute-resolution/summary/adr.pdf
Search ISP News
Search ISP Listings
Search ISP Reviews
 Latest UK ISP News
 Cheap BIG ISPs for 100Mbps+
Community Fibre UK ISP Logo
150Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £26.00
132Mbps
Gift: None
Shell Energy UK ISP Logo
Shell Energy £26.99
109Mbps
Gift: None
Plusnet UK ISP Logo
Plusnet £27.99
145Mbps
Gift: None
Zen Internet UK ISP Logo
Zen Internet £28.00 - 35.00
100Mbps
Gift: None
150,000+ Customers | View More ISPs
 Cheapest ISPs for 100Mbps+
Gigaclear UK ISP Logo
Gigaclear £17.00
200Mbps
Gift: None
YouFibre UK ISP Logo
YouFibre £19.99
150Mbps
Gift: None
Community Fibre UK ISP Logo
150Mbps
Gift: None
BeFibre UK ISP Logo
BeFibre £21.00
150Mbps
Gift: £25 Love2Shop Card
Hey! Broadband UK ISP Logo
150Mbps
Gift: None
Modest Availability | View More ISPs
Cheap BIG ISPs for 100Mbps+
Community Fibre UK ISP Logo
150Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £26.00
132Mbps
Gift: None
Shell Energy UK ISP Logo
Shell Energy £26.99
109Mbps
Gift: None
Plusnet UK ISP Logo
Plusnet £27.99
145Mbps
Gift: None
Zen Internet UK ISP Logo
Zen Internet £28.00 - 35.00
100Mbps
Gift: None
Large Availability | View All
Cheapest ISPs for 100Mbps+
Gigaclear UK ISP Logo
Gigaclear £17.00
200Mbps
Gift: None
YouFibre UK ISP Logo
YouFibre £19.99
150Mbps
Gift: None
Community Fibre UK ISP Logo
150Mbps
Gift: None
BeFibre UK ISP Logo
BeFibre £21.00
150Mbps
Gift: £25 Love2Shop Card
Hey! Broadband UK ISP Logo
150Mbps
Gift: None
Large Availability | View All

Helpful ISP Guides and Tips

Sponsored Links
The Top 15 Category Tags
  1. FTTP (5516)
  2. BT (3515)
  3. Politics (2538)
  4. Openreach (2297)
  5. Business (2262)
  6. Building Digital UK (2245)
  7. FTTC (2044)
  8. Mobile Broadband (1973)
  9. Statistics (1788)
  10. 4G (1664)
  11. Virgin Media (1619)
  12. Ofcom Regulation (1461)
  13. Fibre Optic (1395)
  14. Wireless Internet (1389)
  15. FTTH (1381)
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms  ,  Privacy and Cookie Policy  ,  Links  ,  Website Rules