ADR schemes' performance

21 August 2020

Both OS and CISAS publish data on a quarterly basis showing the ADR case outcomes and the categories of complaints reaching ADR.

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’ performances.

The KPIs that we measure and the schemes' performances for each quarter from Q3 2019 are recorded below:

OS performance against KPIs

KPI Q3 2019 (July to September) Q4 2019 (October to December) Q1 2020 (January to March) Q2 2020** (April to June)
More than 80% of calls to be answered in two minutes 77% 87% 84% 83%
More than 90% of calls to be answered in less than five minutes 95% 95% 96% 95%
100% of written correspondence to be replied to within ten 1days 100% 100% 100% 100%
More than 90% of case decisions* to be issued within six weeks of the case being accepted 96% 98% 98% 56%
Less than 1% of case decisions* to be issued later than eight weeks after the case has been accepted <1% <1% <1% 25%

CISAS performance against KPIs

KPI Q3 2019 (July to September) Q4 2019 (October to December) Q1 2020 (January to March) Q2 2020** (April to June)
More than 80% of calls to be answered in two minutes 100% 100% 99% 94%
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% 99% 100% 97%
More than 90% of case decisions* to be issued within six weeks of the case being accepted 98% 97% 94% 95%
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.

**Both OS and CISAS made arrangements to help assist consumers and providers manage the impact of the initial Covid lockdown period. The changes meant that some complaints may have taken longer than normal to investigate.