Latest complaints data also published

Ref: 61/03
Date: 19 November 2003

Oftel has approved in principle a new dispute procedure scheme proposed by Orange, Telewest, T-Mobile and the Internet Service Providers Association (ISPA).

The scheme – called the Communications and Internet Services Adjudication Scheme (CISAS) – will be launched on 9 December and is administered by the Chartered Institute of Arbitrators.

CISAS has met a rigorous set of criteria set out by Oftel to provide a free, independent and effective service to consumers who are unable to resolve complaints directly with their telephone company.

David Edmonds, Director General of Telecommunications, said today:

"I am pleased that these communications providers have developed an independent scheme to help consumers resolve disputes. This service will be promoted by the companies to ensure that consumers have access to a free, independent dispute resolution service."

Oftel has also published today its final set of information about the number and type of complaints made to Oftel by consumers over the six months from April to September 2003. David Edmonds said:

"These figures show where companies have performed above as well as below average in dealing with consumer complaints. This will help the industry focus on the areas in need of attention, and help consumers see how individual companies perform.

"This type of comparative information is in the consumer’s interests because it acts as a spur to companies to improve the performance of their service."

Oftel has also published today a consultation document on whether telecoms companies should be required by regulation to make available for publication quality of service information.

Notes to Editors

1. Consumer complaints made to Oftel - the telecoms industry regulator is available on Oftel's website at www.oftel.gov.uk/publications/consumer/comp1103.htm.

2. Reporting Quality of Service Information to Consumers is available on Oftel's website at www.oftel.gov.uk/publications/consumer/2003/qos1103.pdf.

3. The Communications and Internet Services Adjudication Scheme (CISAS) is administered by the Chartered Institute of Arbitrators (CIArb). Its members include Orange, Telewest, T-Mobile and some members of the Internet Service Providers Association (ISPA), including AOL and Freeserve.

4. The Office of the Telecommunications Ombudsman (Otelo) was launched in January 2003 with support from Oftel, consumer groups and the industry. It was approved by Oftel on 30 September 2003. It deals with disputes from the customers of telecoms companies that have signed up to its service.

5. Under section 54 of the Communications Act, public communications providers are required to offer an alternative dispute resolution procedure to their residential and small business customers, other than their own internal complaints system. These procedures must be approved by Oftel/Ofcom (in consultation with the Department of Trade and Industry).