Ofcom have published a statement regarding their review of ADR in the telecoms sector.
You are welcome to read the full response, but in brief:
- The timeframe before consumers can access ADR has been reduced from 8 weeks to 6 weeks. As a reminder, our response did not oppose this, but warned against shorter timeframes.
- Providers will have nine months to implement this change; changes to General Conditions C4 regarding ADR will come into effect 8 April 2026, and will only apply to complaints raised on this date onwards.
- The Communications Ombudsman (CO) and the Communications Internet Services Adjudication Scheme (CISAS) have been re-approved.
- Ofcom monitors the schemes’ operational performance through KPIs, published on a quarterly basis. KPIs can be found on page 61.
You may recall that CCUK submitted a response to their consultation on this earlier this year; our response is referenced throughout the statement.