ADR schemes' performance
Every quarter, Ofcom publishes key performance indicator (KPI) results for the two main alternative dispute resolution (ADR) schemes: the Communication & Internet Services Adjudication Scheme (CISAS) and Communications Ombudsman (previously known as Ombudsman Services).
Performance against KPIs
We publish both schemes’ KPI results on a quarterly basis. This makes sure people have greater awareness of, and can monitor, the schemes’ performance.
The KPIs that we measure and the scheme’ performance for the past four quarters are recorded below:
Communications Ombudsman
| KPI | Q4 2022 (October – December) | Q1 2023 (January – March) | Q2 2023 (April – June) | Q3 2023 (July – September) |
|---|---|---|---|---|
| More than 80% of calls to be answered in less than two minutes | 82% | 85% | 87% | 84%** |
| More than 90% of calls to be answered in less than five minutes | 98% | 98% | 99%** | 98%** |
| 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 | 96% | 97% | 98% | 99% |
| Less than 1% of case decisions* to be issued later than eight weeks after the case has been accepted | <1% | <1% | <1% | <1% |
CISAS
| KPI | Q4 2022 (October – December) | Q1 2023 (January – March) | Q2 2023 (April – June) | Q3 2023 (July – September) |
|---|---|---|---|---|
| More than 80% of calls to be answered in less than two minutes | 99% | 99% | 99% | 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 | 95% | 97% | 98% | 98% |
| 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 Communications Ombudsman, it represents the point at which an initial decision is issued.
** Rounded up to the nearest whole percentage
ADR regulations approval
Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, ADR bodies 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 schemes continue to meet the requirements of the ADR regulations every two years.
In February 2022, we found that the following three ADR providers continued to meet these requirements:
- Ombudsman Services
- CEDR (including CISAS)
- CDRL
We will continue to monitor these ADR providers. A list of all approved ADR bodies is available on the CTSI website.
Update July 2023 – Ombudsman Services now known as Communications Ombudsman
Ombudsman Services has made some changes to its organisational structure to separate its services for the different sectors it covers. The services for the communications sector will now be known as Communications Ombudsman.
We have assessed the information provided by the scheme against the relevant requirements as set out in the Communications Act 2003 and the ADR regulations and are satisfied that Communications Ombudsman meets these. The procedures and policies remain the same as those that were provided under the Ombudsman Services. If you have already raised a complaint with Ombudsman Services, you do not need to submit it again.