Alternative Dispute Resolution (ADR) is a process that enables disputes between a consumer and a business to be settled via an independent mechanism outside the court system. It can, in theory, provide a quicker resolution of both simple and complex issues.
In some sectors ADR is mandatory and in others, such as Financial, Energy and Telecoms, providers must be a member of a recognised ADR scheme.
You can take your issue with a company to the ADR provider 8 weeks after you first complained or request a deadlock letter from the company. The company is bound by the decision, you are not.
For more explanation see Alternative Dispute Resolution: What it all means.
Today (29 November 2023) Ofcom, the telecoms regulator, announced a review of the processes and schemes that people can use to resolve disputes with their telecoms providers.
In this sector the ADR providers are the Communication Ombudsman and CISAS.
Ofcom’s review will consider whether consumers and small businesses are receiving accessible, fair and consistent outcomes from this ADR process. The consultation will cover:
whether the current process for how consumers can access ADR is working effectively for consumers;
whether consumers are getting an accessible and fair service at each stage of the ADR process, from submitting a case to receiving a decision; and
whether we should make any changes to the way we monitor the performance of the ADR schemes.”
Ofcom is inviting comments from all interested parties, especially consumers, on the review of ADR in the telecoms sector, including any additional issues you feel it should take into account. Closing date is 5pm on 10 January 2024.
All you need to know about ADR and Ombudsmen is a list of links to posts about ADR, ombudsmen, investigations, consultations and reporting on failures in approval and monitoring of providers.
