CISAS Complaints Data

The following graphs show the Case Outcomes for Broadband, Landline and Mobile from all major telecommunications providers. The Tables indicate Mobile, Landline and Broadband Case Categories from all major telecommunications providers for the years 2018, '19 and '20.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

CISAS Case Category data

The following table shows Mobile, Landline and Broadband Case Category data 
for all major telecommunications providers.

2020 Q2 Case Category data - Broadband

Provider Billing Contract Issues Customer Service Service quality Equipment Mis-selling Security Other
Sky 30% 15% 14% 27% 5% 9% 0% 0%
TalkTalk 25% 17% 11% 42% 1% 3% 0.5% 0%
Virgin Media 29% 18% 16% 25% 3% 8% 1% 0%
BT 17% 10% 11% 44% 10% 6% 1% 0%
EE 9% 18% 7% 52% 2% 9% 2% 0%
Plusnet 23% 7% 8% 50% 6% 3% 1% 1%
Vodafone 28% 19% 13% 24% 0% 14% 2% 0%

2020 Q2 Case Category data - Landline

Provider Billing Contract Issues Customer Service Service quality Equipment Mis-selling Security Other
Sky 26% 21% 16% 25% 4% 9% 0% 0%
TalkTalk 27% 20% 11% 35% 2% 6% 0% 0%
Virgin Media 32% 20% 16% 18% 3% 9% 1% 0%
BT 22% 13% 12% 35% 10% 3% 6% 0%
EE 0% 18% 12% 59% 0% 12% 0% 0%
Plusnet 29% 6% 12% 41% 6% 2% 2% 2%
Post Office 32% 5% 0% 47% 11% 0% 5% 0%
Vodafone 21% 24% 17% 24% 1% 14% 0% 0%

2020 Q2 Case Category data - Mobile

Provider Billing Contract Issues Customer Service Service quality Equipment Mis-selling Security Other
BT 47% 8% 20% 14% 8% 2% 0% 0%
Vodafone 39% 22% 12% 12% 3% 10% 1% 0%
TalkTalk 20% 0% 40% 20% 20% 0% 0% 0%
Virgin Media 24% 19% 14% 16% 13% 12% 2% 0%
BT 27% 17% 20% 12% 10% 7% 7% 0%
EE 36% 13% 9% 16% 7% 12% 7% 0%
O2 29% 8% 11% 26% 7% 10% 8% 0%
Tesco 28% 13% 13% 25% 3% 13% 8% 0%
Three 40% 13% 7% 21% 4% 8% 6% 0%

Broadband

Landline

Mobile

Broadband

Landline

Mobile

 

ADR Entity & Independent Reviewer Reports

Please find below the ADR Entity reports for the CISAS scheme.
These include Annual reports and Biennial reports.

ADR Entity Reporting AR 2018-19

ADR Entity Reporting AR 2017-18

ADR Entity Reporting AR 2016-17

Biennial Report 2017-19

Biennial Report 2015-17

The Independent Reviewer is not based at CEDR, nor are they part of that organisation. There are two aspects to the Independent Reviewer’s role.

  • They can consider individual complaints about certain aspects of the level of service provided by CISAS.
  • They conduct overall reviews of service complaints and produce an interim and an annual report which will be published on this page.

CISAS Interim Review Jan - Jun 2020

CISAS Review 2019

CISAS Interim Review Jan - June 2019 

CISAS Review for 2018

CISAS Interim Review 2018 

Key Performance Indicators

Performance Reports

Throughout the year we publish reports on a quarterly basis showing our performance against Key Performance Indicators (KPIs) which have been agreed between CISAS and Ofcom.

2020

Performance Indicator Target Q1 Q2 Q3 Q4
More than 80% of calls to be answered in less than two minutes. >80% 97% 94% 96% N/A
More than 90% of calls to be answered in less than five minutes. <10% 0% 0% 0% N/A
Percentage of written correspondence to be replied to within ten days. 100% 100% 100% 100% N/A
More than 90% of case decisions to be issued within six weeks of the case being accepted. >90% 97% 95% 90.6% N/A
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. <1% 0.5% 0.78% 0.96% N/A

2019

Performance Indicator Target Q1 Q2 Q3 Q4
More than 80% of calls to be answered in less than two minutes. >80% 100% 100% 100% 100%
More than 90% of calls to be answered in less than five minutes. <10% 0% 0% 0% 0%
Percentage of written correspondence to be replied to within ten days. 100% 100% 100% 100% 100%
More than 90% of case decisions to be issued within six weeks of the case being accepted. >90% 96.4% 97.7% 98% 97%
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. <1% 1% 0.2% 0.2% 0.5%

CEDR Customer Satisfaction Survey for Consumer Adjudication and Arbitration

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

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