Ofcom opens review into telecoms disputes handling

Ofcom has opened a review into the processes and schemes that consumers and small businesses can use to resolve disputes with their telecoms providers.

The review will look at the current Alternative Dispute Resolution (ADR) procedure, which enables customers to escalate complaints that remain unresolved after eight weeks.

All telecoms providers offering services to consumers and small businesses must choose one to be a member of one of the two ADR schemes currently approved by Ofcom

These are the Communications Ombudsman and the Communications and Internet Services Adjudication Scheme (CISAS).

The review will consider if this process is giving accessible, fair and consistent outcomes and measure if any changes should be made to the scheme.

Ofcom is inviting comments on the scope of this review by 5pm 10 January 2024.

Share this story