CISAS

CISAS Contact Number – 020 7520 3827

CISAS Helpline – 020 7520 3827

CISAS (the Communications and Internet Services Adjudication Scheme) is an independent organisation that provides adjudication in unresolved disputes between UK domestic consumers and communications companies. It is free for consumers to use. CISAS operates under the terms of the Communications Act 2003, and is approved by Ofcom, the body that regulates the communications industry in the UK. Ofcom does not get involved in any disputes itself.

Who owns CISAS?

CISAS is owned by the Centre for Effective Dispute Resolution (CEDR). CEDR is a London-based non-profit organisation established in 1990 to adjudicate in complaints by consumers against companies across a variety of industries. It is the largest conflict management and resolution organisation in the world.

What is the role of CISAS?

The job of CISAS is to find the fairest solution to disputes for both parties. CISAS adjudicators must stay neutral, making decisions based solely on the specific circumstances of each individual case and the evidence presented to them by both the consumer and the company. They can also take into account previous rulings in similar cases to assist them in coming to a decision. Adjudicators are legally qualified and have no direct contact with either party, to ensure the decision is completely fair.

What disputes can CISAS deal with?

CISAS can adjudicate in disputes with companies that provide communications services including mobile phones, broadband, pay television, on-demand services and premium rate services. However, it can only adjudicate in disputes with companies that are registered with its scheme. There are currently over 200 UK communications providers registered with CISAS. A full list of companies covered can be found at https://www.cedr.com/cisas/cps-registered-with-cisas/.

CISAS deals with disputes relating to bills, provision of services and levels of customer service.

It cannot intervene in cases that are already being dealt with via the courts or an alternative adjudication scheme.

When to apply to CISAS

You can only apply to CISAS if you have already raised your complaint with your communications provider directly. CISAS can become involved if the company has not responded within eight weeks, or if you have exhausted the company’s complaints procedure and not received a satisfactory outcome. CISAS can also intervene in cases where customers have received a “deadlock” or “final response” letter saying the company is unable to assist them further.

You have 12 months from the date of your dispute becoming unresolved in which to submit an application to CISAS.

It is important to provide as much information as possible to CISAS when making a claim, so that a fair solution can be reached. The CISAS team cannot take sides in your dispute but they can give you help with your application.

What resolutions can CISAS provide?

CISAS can tell companies to take any of the following actions:

  • Offer you an apology and/ or an explanation
  • Provide you with a service
  • Adjust your bills
  • Provide you with financial compensation
  • Take another specified action depending on the individual case.

The maximum amount of money customers can be awarded under CISAS is £10,000 including VAT. This must include any expenses and refunds as well as any financial compensation.

If while your case is being handled by CISAS your communications provider offers you a settlement that you are satisfied with, you are allowed to accept it. Your CISAS case will then be closed.

Once CISAS has offered a resolution to your case, you have 30 days in which to accept it. If you do not accept it within this timeframe you will lose your right to the resolution. Once you accept a CISAS resolution, the company against whom you are complaining then has 20 working days to take the action CISAS requires.

You cannot appeal a CISAS decision once it has been made, but you are allowed to reject their resolution and take your case to the courts if you want to try for a different outcome.

How to contact CISAS

If you have an unresolved dispute that has been ongoing for more than eight weeks, with a communications provider that is a member of the CISAS scheme, you should contact CISAS to try and obtain a resolution for your case. CISAS can be contacted

By post:

CISAS

International Dispute Resolution Centre

70 Fleet Street

London EC4Y 1EU

By phone: 020 7520 3827

Text phone for the hearing impaired: 020 7520 3767

By email: info@cisas.org.uk.