CISAS
Communication & Internet Services Adjudication Scheme
Managed independently by Centre for Effective Dispute Resolution
Duration: Approx 6-8 Weeks
Cost: Free to use
Get in contact
Before making a complaint you should read our Guidance Notes. You can then make and submit your complaint online. If you have any questions, just get in touch.
What is CISAS?
CISAS is managed independently by The Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution Provider, approved by Ofcom, to resolve disputes related to communication and internet services. The service is free of charge to customers as required by the Communications Act 2003.
CISAS is designed to adjudicate disputes that have not been resolved through the communication provider’s own complaints procedure.
Please refer to our Guidance Notes in our Downloads section (to the left) for information on how we help resolve your dispute.
We accept our application form in other languages, however, please note that the process and final decision is all in English.
Cases must be completed within 90 days of the application being accepted as required by UK legislation but the average time taken to complete the process is considerably less at approximately 40 -50 days.
CISAS is managed independently by Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution Provider, approved by Ofcom, to resolve disputes related to communication and internet services. The service is free of charge to customers as required by the Communications Act 2003.
No. You must give your communications provider the opportunity to address your concerns first. In many cases they will be able to resolve your complaint to your satisfaction.
No, CISAS is a free service as per the Communications Act 2003.
You may wish to contact the following organisations:
Citizens Advice Bureau (CAB):
If you need assistance with any legal aspects of the service/complaint. Their website is https://www.citizensadvice.org.uk/ and their advice line is 03444 111 444.
European ODR Platform
You may wish to send your complaint through the European ODR Platform. Their website is accessible at https://ec.europa.eu/consumers/odr/main/?event=main.home2.show
Ofcom
If you wish to contact the regulator for communication services their website is https://www.ofcom.org.uk/.
CISAS Downloads
Companies covered
The steps you must take before submitting a claim
Step 1.
Raise your complaint with the company in the first instance
Step 2.
If the company is not able to resolve your dispute to your satisfaction within 8 weeks or is the dispute has reached ‘deadlock’ you can come to CISAS.
Step 3.
CISAS will adjudicate the dispute and an adjudicator will issue a final decision. You are free to either accept or reject this decision.
Things we cannot assist with
- The location of telegraph poles/mobile phone masts
- Cable and wiring inside your property
- The creative content and messaging of websites, advertisements, calls, emails, SMS or messages
- Employment and staff issues in communications companies
- Commercial decisions made by companies about whether to provide a product or service