ADR schemes' performance

18 July 2022

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 Ombudsman Services(OS).

Performance against KPIs

In the statement (PDF, 331.9 KB) concluding our 2017 review of CISAS and OS, we committed to 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:

OS

KPI Q3 2021
(Jul to Sept)
Q4 2021 (Oct to Dec) Q1 2022 (Jan to Mar)Q2 2022 (Apr to Jun)
More than 80% of calls to be answered in less than two minutes 82% 88% 87% 85%
More than 90% of calls to be answered in less than five minutes 96% 99% 99% 99%
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% 95% 97% 96%
Less than 1% of case decisions* to be issued later than eight weeks after the case has been accepted** <1% <2% <2% <1%

CISAS

KPI Q3 2021
(Jul to Sept)
Q4 2021 (Oct to Dec) Q1 2022 (Jan to Mar)Q2 2022 (Apr to Jun)
More than 80% of calls to be answered in less than two minutes 99% 98% 98% 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% 90% 94% 96%
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 Q3 2021 OS figures to align with how CISAS reports this KPI.

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 our most recent review in February 2022, we found that the following three ADR providers continued to meet these requirements:

  • Ombudsman Services
  • CEDR
  • CDRL

We will continue to monitor these ADR providers. A list of all approved ADR bodies is available on the CTSI website.