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ADR schemes' performance

09 Tachwedd 2021

Every quarter, Ofcom publishes key performance indicator (KPI) results for the two main alternative dispute resolution (ADR) schemes, the Centre for Effective Dispute Resolution (CISAS) and Ombudsman Services (OS).

This is to help you scrutinise the schemes’ performance.

Performance against KPIs

In the statement  (PDF, 331.9 KB) concluding our 2017 Review of CISAS and OS, we committed to publish both schemes’ Key Performance Indicator (KPI) results on a quarterly basis. This ensures that stakeholders have greater awareness of, and can scrutinise, the schemes’ performance.

The KPIs that we measure and the scheme’ performance for each quarter from Q4 2020 is recorded below:

OS

KPIQ4 2020
(Oct to Dec)
Q1 2021
(Jan to Mar)
Q2 2021
(Apr to Jun)
Q3 2021
(Jul to Sept)
More than 80% of calls to be answered in less than two minutes 79% 83% 83% 82%
More than 90% of calls to be answered in less than five minutes 92% 95% 97% 96%
100% of written correspondence to be replied to within ten days 100% 100% 100% 100%
More than 90% of case decisions* to be issued within six weeks of the case being accepted 32% 37% 65% 95%
Less than 1% of case decisions* to be issued later than eight weeks after the case has been accepted** 50% 79% 48% <1%

CISAS

KPI Q4 2020
(Oct to Dec)
Q1 2021
(Jan to Mar)
Q2 2021
(Apr to Jun)
Q3 2021
(Jul to Sept)
More than 80% of calls to be answered in less than two minutes 97% 97% 95% 99%
More than 90% of calls to be answered in less than five minutes 100% 100% 100% 100%
100% of written correspondence to be replied to within ten days 100% 100% 100% 100%
More than 90% of case decisions* to be issued within six weeks of the case being accepted 92% 93% 94% 92%
Less than 1% of case decisions* to be issued later than eight weeks after the case has been accepted <1% <1% <1% <1%

* It should be noted that due to the Schemes’ differing processes, the decisions issued for CISAS represent their final decision whereas, for OS, it represents the point at which an initial decision is issued.

** We have amended the Q2 and Q3 2021 OS figures to align with how CISAS reports this KPI.

*** In 2020, both OS and CISAS made arrangements to help assist consumers and providers manage the impact of the Covid-19 pandemic. Both ADR schemes have continued to offer this support where appropriate. As a result, these changes meant that some complaints may have taken longer than normal to investigate.

ADR regulations approval

Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 (“the ADR Regulations”), ADR entities must meet certain requirements in order to be certified by competent authorities.

Ofcom is the competent authority for the UK communications and postal sectors and must assess whether ADR providers continue to meet the requirements of the ADR regulations every two years.

In our most recent review in January 2020 we found that all four ADR providers: Ombudsman Services; CEDR; CDRL; and Promediate; continued to meet these requirements.

We will monitor these ADR providers to make sure any outstanding changes are made.