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13|12|05

Ofcom review of ADR schemes

Ofcom today published the priorities it has identified for approved Alternative Dispute Resolution (ADR) schemes in the telecommunications sector.

Section 52 of the Communications Act 2003 requires Ofcom to ensure that residential or small business customers have access to a prompt, independent and effective resolution when they are in a dispute with their communications provider.

Ofcom has confirmed its approval of two schemes: the Office of the Telecommunications Ombudsman Service (Otelo) and the Communications and Internet Services Adjudication Scheme (CISAS).

Ofcom has considered all the responses to the consultation published in July 2005 and has identified three key priorities:

1. Transparency of ADR performance: Both ADR schemes should publish Key Performance Indicators (KPIs) on how quickly complaints are dealt with and whether customers are satisfied with the handling of complaints. Otelo already publishes KPIs.
2. Customer satisfaction: Both ADR schemes should publish regular consumer satisfaction surveys. Otelo already publishes this type of research.
3. Compliance with ADR rules: Both Schemes should notify Ofcom promptly where there is a serious breach of Scheme rules by a member company. This will enable Ofcom to take action, where appropriate, to ensure compliance with its published guidelines on how companies should handle complaints and resolve disputes with their residential and small business customers.

Separately, Ofcom is investigating ADR membership across the industry and has today issued notifications to four companies. These companies must ensure that their domestic and small business customers are provided with access to an approved ADR Scheme by 14 January 2005.

See Competition Bulletin published today at:

http://www.ofcom.org.uk/bulletins/comp_bull_index/comp_bull_ocases/open_all/cw_851/

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