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Quarterly Case Data

CISAS is required by Ofcom to publish data in relation to communications providers which have a market share of at least 1.5% in relation to:

  1. the types of complaint that are referred to us by customers; and
  2. the outcomes reached by CISAS in the cases we have dealt with.

Two communications providers which subscribe to CISAS fall within this requirement: Plusnet and Virgin Media.

Data will be displayed on this page on a quarterly basis, detailing the types of complaint that CISAS has received and the outcomes of cases in each quarter for these communications providers.

Complaint Type Data

1 April – 30 June 2017 (Q2)

Complaint Type Plusnet Virgin
Billing 10% 26%
Contract issues 17% 22%
Customer service 14% 11%
Service quality 37% 17%
Equipment 2% 6%
Mis-selling 9% 10%
Security 2% 1%
Other 9% 7%

 

1 January – 31 March 2017 (Q1)

Complaint Type Plusnet Virgin
Billing 16% 23%
Contract issues 14% 25%
Customer service 14% 11%
Service quality 35% 18%
Equipment 0% 4%
Mis-selling 8% 12%
Security 6% 1%
Other 8% 6%

 

1 October – 31 December 2016

Complaint Type Plusnet Virgin
Billing 11% 19%
Contract issues 17% 28%
Customer service 12% 14%
Service quality 39% 19%
Equipment 4% 8%
Mis-selling 16% 7%
Security 0% 1%
Other 1% 4%

 

Case Outcome Data

1 April – 30 June 2017 (Q2)

Case outcome Plusnet Virgin
Settled (by mutual agreement of the parties) 34% 43%
Upheld (fully or partly in favour of the customer) 38% 35%
Not upheld (in favour of the communications provider) 28% 22%

 

NB. CISAS is one of the dispute resolution schemes that communications providers can subscribe to, the other being Ombudsman Services (OS). OS publish the same data for the communications providers that subscribe to them, which can be found at this link: www.ombudsman-services.org/for-consumers/complaints-data/communications-complaints-data-2017.

CISAS: Independence, Integrity, Impartiality
Certified
by Ofcom
Operated
by CEDR

CISAS
Centre for Effective Dispute Resolution
70 Fleet Street
London
EC4Y 1EU

T: 020 7520 3827
F: 0845 1308 117
E: cisas@cedr.com