Ofcom telecommunications and Internet complaints, Ombudsman (Otelo) or (CISAS) Alternative Dispute Resolution (ADR)
by Colin Bryant, TelecomsAdvice
Ofcom requires all telecommunications operators to belong to an Alternative Dispute Resolution (ADR) scheme. It will advise on the process and monitor complaints but then refers complaints from individual consumers and small businesses (not more than 10 employees) to two external independent bodies - the Office of the Telecommunications Ombudsman (Otelo) and the Communication and Internet Services Ajudication Scheme (CISAS). For larger companies CISAS offers a commercial communications arbitration service.
The ADR service is free for individuals and small businesses.
There is a separate procedure for complaints between telecommunications companies about anti-competitive, non-compliance practices and regulatory issues.
If you have a complaint about a landline telephone, mobile phone or Internet access or telephony service we suggest the following procedure:
- telephone or email the company - keep a record of times, dates, who you spoke to and what was discussed.
- if you do not get immediate satisfaction by phone or email; write to them, clearly setting out the complaint, times, dates, names of contacts so far, and responses or lack of them, and why you are still not satisfied. Tell them you will use the Ofcom complaints procedure if you don't get satisfaction - ask them to confirm which dispute resolution scheme they belong to (Otelo or CISAS). Send the letter by recorded delivery. That procedure in itself shows you are serious and competent and may well get better attention - and is necessary before a formal complaint can be processed by either of the above bodies.
- before you can apply to Otelo or CISAS you must exhaust the company's customer complaints procedure and get a 'deadlock' letter - a communication saying they cannot or will not do anything more to address the issue - or have pursued the issue diligently for 12 weeks without resolution. You must apply to Otelo or CISAS within 9 months of the dispute arising and/or within 6 months of a deadlock letter.
The service is developing rapidly please check the Ofcom, Otelo and CISAS websites for more precise and up-to-date details covering:
Who can complain?
Services covered?
Exclusions?
Member Companies?
Companies may belong to one scheme or the other, individually or by virtue of their membership of a trade association, i.e. The Internet Service Providers Association (ISPA), the Federation of Communication Services or the Internet Telephone Service Providers Association (ITSPA).Reviewed June 2007
last updated : 15/06/2007
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