New dispute resolution scheme for internet customers

Wednesday, 19 November 2003

ISPA offers members customised alternative to Telecoms Ombudsman

The Office of Telecommunications (Oftel) has today (Wednesday, 19 November 2003) approved in principle the Communications and Internet Services Adjudication Scheme (CISAS) as an external dispute resolution service that meets the provisions of the Communications Act.

Under section 54 of the Communications Act ISPs and other communications service providers must provide access to an external dispute resolution scheme for their customers and address this in their Codes of Practice.

The CISAS scheme, which will officially launch on the 9^th December 2003, has been developed by the Internet Services Providers’ Association (ISPA) – the UK’s leading internet trade association – with T-Mobile, Telewest, and Orange. The scheme will be operated by the Chartered Institute of Arbitrators and will provide an independent way of settling disputes between ISPA members and their customers.

Any customer that fails to have their dispute with an ISPA member resolved to their satisfaction can still make a complaint to ISPA. If after three months a resolution cannot be achieved the customer can then request the guidance notes and application form for the CISAS scheme from the Chartered Institute of Arbitrators by phone, letter or from their website. The service is free of charge to all customers of ISPA members and the CISAS guidance notes and application form have been approved by the Plain English Campaign.

If an independent adjudicator working for the CISAS scheme agrees with a customer’s complaint, the adjudicator has the power to request that the ISPA member do one or more of the following:

• give an apology or explanation to the customer

• give the customer a product or service

• take some practical action that will benefit the customer

• pay the customer up to £5000 (including VAT).

David Edmonds, Director General of Telecommunications, said today:

"I am pleased that these communications providers have developed an independent scheme to help consumers resolve disputes. This service will be promoted by the companies to ensure that consumers have access to a free, independent dispute resolution service.”

Nicholas Lansman, Secretary General of ISPA said, “This scheme offers another benefit to members of ISPA.”

Mr Lansman continued, “ISPA has been running a complaints procedure for our members’ customers since the organisation’s inception. Responsible internet companies join ISPA and agree to abide by the ISPA UK Code of Practice. If a customer of an ISPA member believes that the member has contravened the code they can make a complaint to ISPA. The ISPA Secretariat resolves the most complaints the association receives in a matter of days. However when the dispute is more complicated, the CISAS scheme will make our complaint handling process even more effective.”

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Notes to Editors

The views expressed in this release are those of the Internet Services Providers' Association (ISPA UK) and do not necessarily reflect the corporate policies of the individual companies that are members of the Association or other organizations that may be mentioned in the release. For further information, please contact the ISPA Press Office. Email: pressoffice@ispa.org.uk Tel: 020 7340 4535

CISAS

The Communications and Internet Services Adjudication Scheme (CISAS) has been developed by the Internet Services Providers’ Association, Orange, T-Mobile and Telewest with the assistance of the Chartered Institute of Arbitrators. The scheme will be operated by the Chartered Institute of Arbitrators.

ISPA

The Internet Services Providers’ Association (ISPA) was established in 1995 as a trade association to represent providers of Internet services in the UK. ISPA promotes competition, self-regulation and the development of the Internet industry. For a list of members or other information about ISPA, please consult the website: www.ispa.org.uk

The Chartered Institute of Arbitrators

The Chartered Institute of Arbitrators are the world’s largest membership organisation for professionals who specialise in settling disputes out of court. The Institute is also a charity and are well known for providing fair and independent services to members of the public who have disputes with a wide range of companies from many types of industry throughout the United Kingdom. In the last 10 years, the institute has helped more than 20,000 people to have their disputes with UK businesses settled. http://www.arbitrators.org