Internet Trade Association Urges ISPs To Avoid Ofcom's Fines

Thursday 15th December, 2005

The Internet Services Providers’ Association (ISPA UK) - the UK’s leading Internet trade association – is urging ISPs to immediately ensure they have an Ofcom approved Complaints Code of Practice and membership of an Alternative Dispute Resolution (ADR) scheme. The alert follows the publication of Ofcom’s priorities for approved Alternative Dispute Resolution (ADR) schemes in the telecommunications sector.

Under General Condition 14, ISPs must have both an approved Code of Practice and membership of an ADR scheme. Failure to comply with this condition may result in fines of up to 10 per cent of turnover under section 96 of the Communications Act 2003.

Customers in dispute with their communications service providers are directed to ADR schemes when they are not satisfied that their complaint has been resolved to their satisfaction. More than 300 companies have joined Ofcom’s two approved ADR schemes - the Office of the Telecommunications Ombudsman Service (Otelo) and the Communications and Internet Services Adjudication Scheme (CISAS).

The CISAS scheme was developed by ISPA with T-Mobile, Telewest, and Orange, and was launched in December 2003. The scheme is operated by the Chartered Institute of Arbitrators and is free to join for ISPA members, providing an independent way of settling disputes between them and their customers.

Jessica Hendrie-Liaño, Chair of ISPA Council said, “ISPA members are able to join the CISAS ADR scheme for free.”

Mrs Hendrie-Liaño continued, “ISPA has been running a complaints procedure for our members’ customers since the organisation’s inception in 1995. Responsible internet companies join ISPA and agree to abide by the ISPA UK Code of Practice. The CISAS scheme has and will continue to make our complaint handling process even more effective.”

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ISPA Press Office
Internet Services Providers' Association (ISPA UK)
+44 (0)20 7340 4535

About 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 is operated by the Chartered Institute of Arbitrators.
www.cisas.org.uk

About the Internet Services Providers’ Association:
The Internet Services Providers’ Association (ISPA UK) 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