Alternative dispute resolution

15 May 2015

Alternative Dispute Resolution (ADR) can offer a simple, low-cost way to resolve disputes out of court. In the telecommunications and postal sectors, customers already have access to Ofcom-approved ADR schemes.

Our rules ensure that ADR, provided by a certified scheme, is available for any dispute concerning contractual obligations between a consumer and a business.

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. Businesses also have to provide information about certified ADR providers to customers. This requirement adds to those that apply already to businesses providing telecommunications and postal services.

Competent authority

An ADR entity must apply to the relevant competent authority for certification. Ofcom is the competent authority for the UK communications and postal sectors (including electronic communications services, postal services, premium rate services, pay-TV and VOD services, and equipment supplied with communications contracts such as broadband routers and mobile phone handsets).

Where an ADR entity provides ADR in more than one trade sector, it might need to submit an application to more than one competent authority.

Please note that certification will not mean that an ADR entity is providing an approved scheme for the purposes of section 52 of the Communications Act 2003 or section 52 of the Postal Services Act 2011 and of the relevant regulatory conditions that apply to businesses providing telecommunications and postal services.

ADR schemes certified by Ofcom

Your application

ADR entities seeking certification by Ofcom should provide the information in Schedule 2 to the ADR Regulations and set out how they meet the requirements in Schedule 3 to the ADR Regulations. Applications should be sent to consumerprotection@ofcom.org.uk.

The Trading Standards Institute (TSI) has developed guidance for its own applicants, which can be obtained by emailing TSI. If you wish, you can use the TSI application form to make your application to Ofcom.

Advice for traders

The Department for Business, Innovation and Skills (BIS) has produced detailed guidance on the options for businesses and the information requirements in the Regulations.

If you would like further information about the application process or the requirements please contact us on consumerprotection@ofcom.org.uk.

See also...

  • Telecoms industry guidance

    Guidance and contact information on standards, specifications and other requirements for the telecoms industry.

  • Enforcement Bulletin

    Information about our investigations into alleged breaches of regulatory, consumer and competition rules and resolution of regulatory disputes between communications providers or postal operators.

  • A summary of Ofcom's rules for phone and broadband providers

    19 July 2023

    A guide to some of Ofcom’s most important telecoms regulations, guidance and voluntary schemes – ones that every phone or broadband provider should know about.

  • Archived: The General Authorisation Regime

    Archived information and guidance on the General Conditions of Entitlement, the regulatory rules that all communications providers must follow to operate in the UK. This information was superseded on 1 October 2018.

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