Frequently Asked Questions

Please find below some questions which are asked on a regular basis by CISAS customers, and the answers we have provided for information purposes.

1. Where can I find out details of which companies are members of CISAS?
2. Are there any guidance notes explaining what CISAS is and can do?
3. Is any complaint against a member company allowed?
4. Who can complain?
5. How should I complain?
6. Do the twelve weeks start from when I tell them I have a problem or when I formally complain?
7. How much does it cost to complain?
8. I see I can apply online, is that any different than applying by post?
9. How will I know what to send to CISAS when I make an application?
10. How does CISAS handle my complaint?
11. What if I don’t like the decision made by CISAS?
12. Who are IDRS Ltd?
13. What if the company and I decide to settle the case?
14. How long will it take for CISAS to settle my dispute?
15. Will I see everything the company says about me?
16. My company isn’t a member. Where should I go next?
17. I have difficulty in completing forms. Will you help?
18. What if I have a complaint about CISAS?
19. Is CISAS registered under the Data Protection Act 1998?
20. Do you have any other useful links?

Where can I find out details of which companies are members of CISAS?
Our full list of members is found on our membership page. CISAS membership is growing fast, and therefore it is worth checking the page on a regular basis. If a company is a member they will be shown on the membership page. If they say they are a member but are not on the page please let us know as soon as possible

Are there any guidance notes explaining what CISAS is and can do?
Yes. We have detailed rules and guidance notes which have been awarded the Crystal Mark by the Plain English Campaign

Is any complaint against a member company allowed?
No, you can only complain in certain circumstances that are laid out within the scope of CISAS. These circumstances can be found in pages three and four of the guidance notes

Who can complain?
You can use CISAS if you are a consumer or a small business who has an unresolved complaint against a member of CISAS, but only if you are a customer of that member. A small business is defined by OFCOM the regulator, as a business with 10 or fewer employees. If you are a business with more than ten employees, or if you are a consumer and you are claiming more than £5,000, you may be able to use the Communications Providers’ ADR Service

How should I complain?
You should first of all let the company know that you have a problem with them. The company then has up to three months to try and settle that problem with you, or to issue you with a deadlock letter which will refer you to us. If you come to us before going to the company then we will be unable to handle your complaint and will refer you to the company.

If more than three months has passed since you told the company of your problem and you have still not had your complaint resolved to your satisfaction, you may then come direct to us.

In certain circumstances, where your company is a member of the Internet Service Providers’ Association (ISPA), you may be able to ask ISPA to try and settle the dispute before coming to us. ISPA’s service is also free of charge and has a high success rate.

If you have not yet complained to your company you should be able to find details on how to complain to them either on their website, in their Code of Practice, or in your terms and conditions

Do the twelve weeks start from when I tell them I have a problem or when I formally complain?
The twelve weeks run from the date you complain, this can be verbal or in writing, although it may be better for you if you complain in writing as you then have a record of having made the complaint, as not all companies may keep records of telephone calls. “In writing” includes by email

How much does it cost to complain?

The cost of taking an application through CISAS is borne by the company, and the only cost to you is in preparing and submitting you case, for example, photocopying and postage

I see I can apply online, is that any different than applying by post?

The only difference between applying online or by post is that it may be more convenient for you to apply online. This is especially the case if you wish to take your time completing the application form and if you have al of your evidence available in electronic format. Just because you apply online however, does not mean that you have to continue online, you can choose to use the post or telephone later on

How will I know what to send to CISAS when I make an application?

We will provide you with an application form which includes a check list to alert you to the type of information we require

How does CISAS handle my complaint?
We will act as a post box and collect information from you and the company. We will then appoint an independent adjudicator who will read the documentation and make a decision. If the adjudicator requires any additional information they may contact you by telephone, email, post or fax and the information will be copied by the adjudicator to the other party

What if I don’t like the decision made by CISAS?
If you are unhappy with the adjudicator’s decision you may reject it. The adjudicator’s decision only becomes binding if you accept it within six weeks of being told what the decision is. The decision cannot be appealed, only accepted or rejected by you – if you accept it the company has to take the required action

Who are IDRS Ltd?
CISAS is administered independently by, us, IDRS Ltd. We are a wholly owned subsidiary of the Chartered Institute of Arbitrators, the world’s foremost membership body of ADR professionals, with over 11,000 members in more than 90 countries. As part of the CIArb we have more than 30 years experience of providing independent consumer redress services.

What if the company and I decide to settle the case?
Either party has a right to enter into settlement negotiations at any time before the adjudicator makes a decision.  Negotiations are private discussions between the parties and you should correspond directly with the company and not through us.  If you do settle, we need the company to let us know in writing and we will call you to make sure that you have settled. 

You should note that if you do settle, we have no power to enforce such an agreement and we have no option but to close the case and cannot re-open it if the company then fails to undertake the agreed action.  If the company does fail to take the agreed action you can either pursue them in court or by making a fresh application to CISAS to have the claim referred to an adjudicator.

How long will it take for CISAS to settle my dispute?
The target set by Ofcom is six weeks from receipt of the application to publication of the decision to the parties. In 2007 we aim to complete 88% of all cases within six weeks. A further six weeks is allowed for you to decide whether or not you wish to accept the decision. Research shows that most consumers who accept the decision (80% of consumers) do so within 10 days of receipt of the decision. It is also worth bearing in mind that a fifth of cases settle during the adjudication

Will I see everything the company says about me?

Yes. A key feature of CISAS is that it is transparent and both parties see everything submitted by the other party and have the opportunity to comment upon it

My company isn’t a member. Where should I go next?

If your company is not a member of CISAS then they may either be a member of Otelo or they may not yet be a member of an approved ADR service. In this case you should refer them to Ofcom.

I have difficulty in completing forms. Will you help?

Of course. Our staff are available to assist in the completion of forms. Further assistance is available from the Citizens Advice Bureau and other consumer help groups, details of which are available from the Advice Now website

What if I have a complaint about CISAS?

Our complaints procedure is available from us.

Is CISAS registered under the Data Protection Act 1998?

IDRS Ltd is registered under the Data Protection Act 1998.

Do you have any other useful links?

Yes, the following websites may be of interest to you:

• Office for Communications (Ofcom)
• IDRS Ltd
• The Communications Providers’ ADR Service
• The Chartered Institute of Arbitrators
• The Internet Service Providers’ Association
• The Internet Telephony Service Providers’ Association
• The Federation of Communications Services
• The National Consumer Council
• The Scottish Consumer Council
• The Welsh Consumer Council
• Advice Now
• Otelo (The Telecommunications Ombudsman