Ofcom today published a consultation which reviews the two communications Alternative Dispute Resolution (ADR) Schemes: Ombudsman Services: Communications (OS) and the Communications and Internet Services Adjudication Scheme (CISAS). These are independent bodies which examine and make judgements about communications complaints referred to them by consumers.
Ofcom is obliged to keep its approval of the schemes under review. The consultation explains that while Ofcom is satisfied that the schemes continue to meet most aspects of the approval criteria, Ofcom has identified some areas of inconsistency between the schemes in respect of decision-making on some types of complaints.
A common set of decision making principles has been proposed today, designed to ensure consistency of approach between the two schemes to address these concerns.