Telecoms customers will soon be able to escalate unresolved complaints sooner using Ofcom-approved Alternative Dispute Resolution (ADR) schemes.
After a review in November 2023,Ofcom has decided to reduce from eight weeks to six the timeframe before consumers can access alternative dispute resolution, The change takes effect in April.
Ofcom currently approves two ADR schemes for the telecoms sector: Communications Ombudsman (CO) and the Communications and Internet Services Adjudication Scheme (CISAS).
ADR schemes offer impartial assessments of complaints between consumers and their communications providers.
“These schemes play a crucial role in ensuring fair complaint handling and empower customers to resolve disputes when providers fall short” sats the Regulator.
“The change reflects evolving market dynamics and aims to deliver quicker outcomes for customers. Between January 2022 and early 2024, 79% of complaints to major telecoms providers were resolved within a week, and 94% within six weeks. Yet, approximately 700,000 consumers still had unresolved complaints at the six-week mark” Ofcom explaimed.
Ofcom’s research found only 19% of these were able to progress to ADR before the existing eight-week threshold, meaning many had to wait an extra two weeks — potentially prolonging customer detriment.
By shortening the mandatory waiting period, Ofcom expects more consumers will access ADR sooner, reducing frustration and encouraging faster resolutions.
The updated rules will take effect from 8 April 2026.
ADR schemes remain trusted
Ofcom has also re-approved the Communications Ombudsman (formerly Ombudsman Services) and the Communications and Internet Services Adjudication Scheme (CISAS) as official ADR providers for the telecoms sector. Both continue to meet the necessary standards set out in the Communications Act, demonstrating ongoing effectiveness in dispute resolution.
“This move underscores Ofcom’s commitment to enhancing consumer protections in a fast-moving telecoms market and ensuring complaints are resolved fairly and promptly” said Ofcomm
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