Information for Customers
Last updated 2nd February 2012
CISAS is a free and independent ADR service approved by the UK communications regulator, Ofcom.
Individuals and small businesses with 10 or fewer employees can use CISAS to settle disputes with communications providers (CPs) registered with CISAS. The only costs you might have to pay are for the phone calls you make to us (at standard rates), photocopying, or postage costs associated with filling in the forms and providing documents. You are not responsible for any of the CPs costs.
To use CISAS you need to complete the application form and send it to us, with your supporting documents. You can apply online or download the form from here.
Once we receive your application, and check that it is valid, we send it to the CP and give them 14 days to respond. We send a copy of their response to you and give you seven days to make any comments.
Within three weeks of receiving your comments, the adjudicator will make a decision and we will send it to you and the CP. You must tell us within six weeks whether you want to accept or reject the decision. If you accept the decision, the CP must keep to it within four weeks, but if you reject the decision, the CP does not need to keep to it and you will still be able to take your complaint to court.
If you tell us that the CP has not kept to the decision, we will remind them and may take action against them. If you do not tell us what you want to do about the decision within six weeks, the CP does not need to keep to it and we will close the case.
It is important that you fill in the application form as carefully as possible and provide any documents that you think will support your case. The adjudicator’s decision will be based on the information that you and the CP provide. If you need help completing the form then please call us on 020 7520 3814 and we will help.
Some common questions and answers
I have a complaint about a company registered with CISAS. What should I do?
You must first give the company a reasonable chance to settle your complaint before you apply to use CISAS. Do this by contacting the company’s complaints department.
You can apply to use CISAS if:
• you have not been able to settle your complaint within eight weeks of first complaining to the company; or
• the company has referred you to the scheme.
You must normally send us your application within nine months of first complaining to the company.
I have a complaint with a CISAS member, but they say I cannot use CISAS. Why?
If your complaint is about one of the following matters, CISAS cannot deal with it.
• Faulty phones or any other equipment which belongs to you and is in your home.
• Cables and wiring which belongs to you and is in your home.
• Faulty mobile phones or other mobile devices which belong to you.
• The content of TV programmes – whether they are broadcast, pay-for-view or on-demand services.
• The content of internet sites, phone calls, e-mails, text messages or any other type of message.
• Complaints about premium-rate services, such as those with a number that starts 09.
• Products and services bought or rented from a company that is not a member of CISAS.
• Matters already dealt with by the courts, CISAS or any other recognised procedure.
• Employment and staff issues in companies that are members of the scheme.
• Complaints that we feel have no real substance or that are made only to create trouble for a company.
• Business decisions a company has made on whether or not to provide a product or service, and the terms under which they will provide a product or service.
What can CISAS make the company do?
If we agree with your complaint, we can tell the company to do any or all of the following.
• Give you an apology or explanation.
• Give you a product or service, or take some practical action that will benefit you.
• Pay you up to £5000 (including VAT) for any loss you can prove you have suffered. (If you do not claim any money on your application form then none can be paid.)
Who makes the decision on my complaint and what do they do?
The decision will be made by an adjudicator who has received training in dealing with the types of complaint CISAS covers, as well as legal training (particularly relating to consumer matters).There is detailed information on each adjudicator on the CISAS website.
The adjudicator will make a decision on your complaint based on the evidence you and the company give them. The adjudicator can ask you for more information that will help them to make the correct decision.
The adjudicator will always consider your arguments and evidence (as well as the company’s), and will make a fair and reasonable decision.
How does the adjudicator decide on how much compensation to award?
The adjudicator will take account of how much you have claimed, all the circumstances you and the company have described in the evidence you both provided, and the terms and conditions of the service you used. The adjudicator will also consider the law and any relevant customer service standards.
What if the company and I decide to settle my complaint?
You and the company can settle the matter between yourselves at any time before the adjudicator makes a decision. If you decide to do this, you and the company deal with each other direct, not through the scheme. If you do settle the matter, we need the company to let us know in writing, and we will call you to make sure that the complaint has been settled.
If you tell us that you have settled your complaint with the company, we will close the case. If they do not keep to any agreement you have made with them you can ask us to re-open the case.
What if the company gives me everything I asked for?
The company must tell us that they have done this. If you also tell us that they have done this, we will close the case.
Do I need a solicitor?
You do not need a solicitor but you can have one if you want. However, you cannot claim any charges your solicitor may make for their services.
What happens when I receive the decision?
You will have six weeks to let us know whether or not you accept it. If you do not tell us within six weeks, the company will not have a duty to take action in line with the decision, but you can still take the matter to court.
If I agree with the decision within six weeks, when will the company take the necessary action?
The company must take the necessary action within four weeks of the date you told us you accepted the decision.
What happens if the company does not take the necessary action?
If you tell us that the company has not taken the necessary action, we will remind them that they must keep to the adjudicator’s decision. We will keep you up to date with what we do if this happens.
If they still do not take the necessary action, despite further reminders, we can end their CISAS membership. If we do this, we will report the matter to Ofcom.
If you want more information, visit the ‘Frequently Asked Questions’ page or call us on 020 7520 3827.
