Welcome to the Communications and Internet Services Adjudication Scheme (CISAS)

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What we do


At CISAS we take pride and care in providing customers of communications companies, such as phone and broadband companies, with free, independent dispute resolution.  Our service has been approved by the UK communications industry regulator, Ofcom, since it started in 2004.


Making an application is easy, and you can even do it online from here.  Before you apply, you need to make sure your communications provider is registered with CISAS, please click here for the full list.


To find out more about CISAS and how we work, including finding out what to do if we can't help, see our Information for customers leaflet or our list of Frequently Asked Questions.


If you cannot find any information you need, would like any issues to be clarified or need some help, please email CISAS or call 020 7520 3827 or text phone 020 7520 3811.


If you need help with filling in forms or need something either in another language or a different format, we can do that.

Our Service Standards section tells you what you can expect from us.

 

The decision making principles:


Objective

The purpose of CISAS is to resolve disputes between consumers and communications providers.

Guiding principles

CISAS considers decisions in accordance with the following principles:

  • Independence
  • Fairness
  • Impartiality
  • Openness
  • Transparency
  • Effectiveness
  • Accessibility
  • Consistency
  • Measured performance
  • Official approval
  • Accountability


Decision Guidelines

In achieving a fair and reasonable outcome for both parties, a CISAS adjudicator will:

  • Demonstrate that they have treated the company and the consumer fairly so that neither is unduly disadvantaged.
  • Remain objective and promote neither the position of the consumer nor that of the company.
  • Consider the evidence presented by the parties, the specific circumstances, and other information directly relevant to the dispute and shall consider whether to request further information from either party.
  • Recognise that both parties must, where it is in their possession, provide evidence relevant to the matters in dispute.
  • Give equal consideration to the word of the consumer and the word of the company.
  • Be mindful of, but not bound by, past rulings in similar cases.
  • Where appropriate take account of, but not rely on, the usual behaviour or practices of either the company or consumer.
  • Have regard to relevant regulations, law and terms and conditions.
  • Ensure that the outcome will be based on the balance of probabilities in the absence of conclusive evidence and give full reasons for any decision.



Independence Integrity Impartiality

it was a huge relief to have things resolved by you so quickly and efficiently