Ofcom note
Ofcom recently closed an investigation into two providers for breaching their obligations under General Condition (GC) C7 of the General Conditions of Entitlement, which sets out Ofcom’s regulations in relation to switching, including slamming, an extreme form of mis-selling. It is essential that providers within the scope of GC C7 are aware of and understand the full requirements set out in the regulations, seeking legal advice where necessary. In light of this investigation, Ofcom has published an open letter reminding providers of some of the key switching requirements. We encourage providers to read the letter, which can be found on Ofcom’s website – Compliance with switching regulations: an open letter to communications providers (ofcom.org.uk).
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 (Communications & Internet Services Adjudication Scheme) is an Ofcom approved alternative dispute resolution provider. CISAS is designed to adjudicate disputes that have not been resolved through the communication provider’s own internal complaints procedure. The service is free, independent and impartial.
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.
As per Ofcom’s requirements, more than 90% of cases need to have a decision issued within six weeks of being accepted.
When it comes to the evidence, you will need to provide things like:
- Dates you first became aware of the issue or issues
- Confirmation of the date that you first raised the issue with the company
- Any copies of correspondence between you and the company. This can include emails, letters, webchat and SMS.
- Any details of telephone calls you have had with the company. This can include, the names, dates and time of the people you spoke to
- Any other relevant information that you consider will assist in your complaint.
Please note that it is the customer’s responsibility to provide as much information as possible to assist with their claim. Please note that if you are waiting on information from the company, to hold off registering a complaint until you have received that information. If you have only had verbal discussions with the company, please ensure a summary of those calls is provided with your application.
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.
To register a case with CISAS please use the Complain Now button. This will take you to our case management system where you can start the process. This is the fastest way to register a new complaint.
Alternatively, you may wish to complete and submit an application via our web form, that is accessible here
You can also register a new case by printing and posting the completed Application Form found in the Downloads section.
If you require a reasonable adjustment, you can contact the Enquiries & Administration Team on Monday to Friday 9am to 5pm and you can ask for an over the phone application to occur.
The data below is taken from our CEDR Customer Satisfaction Survey for Consumer Adjudication and Arbitration, specifically in relation to our CISAS Scheme. These figures are updated monthly.
To view the survey results please click here
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.
Ofcom
If you wish to contact the regulator for communication services their website is https://www.ofcom.org.uk/
Equality Advisory Support Service (EASS)
If you seek advice regarding a discrimination complaint, the EASS may be able to assist you. They can be contacted on 0808 800 0082 and their website is accessible at www.equalityadvisoryservice.com.
Samaritans
If you are having a difficult time or experiencing stressful situations, you may wish to contact the Samaritans. They be contacted on free call 116 123 Their website is https://www.samaritans.org/
Equality and Human Rights Commission
0808 800 0082
https://equalityhumanrights.com/en
Ombudsman Services
If the company is not a member of CISAS, they may be a member of Ombudsman Services: Communication. They can be contacted 0330 440 1614 on and their website is accessible at
https://www.ombudsman-services.org/
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
- Damage to property
- 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
- Fraud or other criminal matters
- Data protection issues
- Personal injury claims
- Discrimination