Following Ofcom's recent re-iteration of its priorities, the Internet Services Providers' Association is reminding ISPs that they are required under General Condition 14 of the Communications Act 2003 to provide an Alternative Dispute Resolution (ADR) service for their residential and small business customers. Companies failing to comply with this condition could be fined up to 10% of their turnover.
The ADR schemes provide a way for these user groups to be able to access an alternative way of resolving their complaints. More than 300 companies have joined the two services approved by Ofcom:
Otelo and CISAS. Members of ISPA can subscribe to CISAS free of charge.
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