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.

Performance Indicator Target Q1 Q2 Q3 Q4
More than 80% of calls to be answered in less than two minutes. >80% 99%
More than 90% of calls to be answered in less than five minutes. >90% 99%
100% of written correspondence to be replied to within ten days. 100% 100%
More than 90% of case decisions to be issued within six weeks of the case being accepted. >90% 82%
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. <1% 3%
Note: KPI 4 was missed for the quarter due to a date calculation error that allowed an extra week in the process – this was identified and resolved in late January 2018. Overall, 121 cases were completed in a time frame of between 6 and 8 weeks. KPI 5 was also missed by a small margin (2%) due to a number of cases that required additional review.

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 July – 30 September 2017 (Q3)
Complaint Type Plusnet Virgin
Billing 6% 23%
Contract issues 18% 24%
Customer service 12% 13%
Service quality 52% 16%
Equipment 0% 5%
Mis-selling 4% 11%
Security 0% 0%
Other 8% 8%

Case Outcome Data

1 July – 30 September 2017 (Q3)
Case outcome Plusnet Virgin
Settled (by mutual agreement of the parties) 56% 40%
Upheld (fully or partly in favour of the customer) 19% 33%
Not upheld (in favour of the communications provider) 25% 27%

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.