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Service Standards

Ofcom (the telecoms regulator) has approved CISAS as an Alternative Dispute Resolution (ADR) service. The service is for Residential and Small Business customers who are in dispute with a Communications Provider (CP) registered with CISAS.  

What we will do

When you use CISAS you can expect us to be polite and professional and that we will adhere to the following service standards:

  • When you call us your call will be answered within 2 minutes
  • Any correspondence will be replied to within 5 working days
  • We will use “simple English” where ever possible and try to avoid the use of jargon
  • We want to ensure that you understand our procedures and will provide assistance whenever that is possible, including completing forms for you if you ask us for such help
  • We aim to be open to everyone and can provide information in different formats and languages.  We can also take your calls in languages other than English, bringing an interpreter in to help straight away
  • We try to complete most cases within six weeks of receiving an application but it sometimes takes longer if the matters are complex or the adjudicator needs to get more information from either you or the CISAS member
  • We will monitor your case to ensure that any decision made by an adjudicator and accepted by the customer is complied with.

In addition to these service standards we are also required by Ofcom to report monthly CISAS performance against a defined set of Key Performance Indicators (KPIs). 

What we cannot do

CISAS is an alternative dispute resolution service and is not the telecoms regulator, so CISAS cannot force a member company to do anything that is not part of a CISAS adjudicator's decision.

CISAS is unable to give individuals advice either about the merits of their claim or on how to construct their claim. The same is true for CPs registered with CISAS.  We must act independently at all times to settle a dispute in a fair and reasonable way.

CISAS does however provide case study bulletins and a compensation summary which can be found on the case study page. These provide a valuable insight on how our adjudicators have decided disputes in the past and can be used by both customers and CPs to shape and realistically value claims and offers of settlement.

CISAS cannot change an adjudicator’s decision once it has been published.


Complaints about our service

If you would like to make a complaint about the quality of the service that you have been provided by CISAS, you can complete our complaint form. Please ensure you read our complaints procedure before doing so.

CISAS: Independence, Integrity, Impartiality
by Ofcom

Centre for Effective Dispute Resolution
70 Fleet Street

T: +44 (0)20 7520 3814
F: 0845 1308 117