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Complainant: Ofcom own-initiative
Complaint against: Various Communications Providers
Case opened: 19 March 2008
Issue: Compliance with the requirement to implement and comply with a Dispute Resolution Scheme
Relevant instrument: General Condition 14.7 of the General Conditions of Entitlement (“ GC14.7”)

Ofcom has opened an industry wide investigation into compliance with GC 14.7, which requires Communications Providers to implement and comply with an Ofcom approved independent Dispute Resolution Scheme for their domestic and small business customers, in relation to the provision of public electronic communications services.

Two such Dispute Resolution Schemes have been approved by Ofcom. They are the Office of Telecommunications Ombudsman (Otelo) ( http://www.otelo.org.uk) and the Communication and Internet Services Adjudication Scheme (CISAS)

(http://www.cisas.org.uk/ ).

The investigation will monitor compliance with GC 14.7 across the industry and will target those Communications Providers who are not members of an Ofcom approved Scheme.

Remedial action could also follow any non-compliance with GC 14.7. Under section 94 of the Communications Act 2003 ("the Act"), Ofcom may issue a notification where it has reasonable grounds for believing there has been a contravention of a General Condition.

Further, under Section 96 of the Act, Ofcom may impose a penalty of up to 10 per cent of relevant turnover for failure to comply with such a notification within the time period specified.

Case Leader: Tanya Rofani (020 7783 4342email: Tanya.Rofani@ofcom.org.uk)
Case Reference: CW/00981/03/08

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