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Ofcom statement regarding its review of alternative dispute resolution schemes

28 November 2017

Ofcom currently approves two Alternative Dispute Resolution (ADR) schemes: Ombudsman Services: Communications (OS) and the Communications and Internet Services Adjudication Scheme (CISAS), which it is required to keep under regular  review.

The statement published this month concludes Ofcom’s latest review, which began in March 2017. Ofcom stated that it considers that the performance of both Schemes meets the required criteria and are that they are re-confirming their approval of both OS and CISAS.

In our response to the previous call for inputs to the review we suggested a review of methods by which consumers’ awareness of the ADR schemes could be improved, and encouraged further research of the complainant’s journey, including barriers, reasons for not following a complaint through to completion and use of independent reviewers: our own next piece of research will cover some of these.

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