Telecoms customers will be able to escalate their unresolved
complaints to an independent dispute resolution scheme sooner,
under strengthened Ofcom
rules.
Alternative Dispute Resolution (ADR) schemes are independent
bodies that carry out impartial assessments of unresolved
complaints between a customer and their communications provider.
This process is designed to help ensure fair and effective
complaints handling, and empowers consumers in their relationship
with their provider.
In November 2023, we launched a review of how effectively the
current ADR system is working, including carrying out research
among consumers to understand their experiences. And following
consultation, we have now decided to strengthen our rules.
Quicker resolution for consumers
Our rules require communication providers to issue ADR letters,
informing consumers of their right to access ADR, if a complaint
has not been resolved eight weeks after it was first raised. Our
review has looked at whether this length of time remains right in
today's market.
Between January 2022 and 2024, a significant majority (79%) of
complaints received by the biggest telecoms companies were
resolved in less than a week, with 94% resolved within six weeks.
For the roughly 700,000 consumers that had a complaint open at 6
weeks, only around one in five (about 19%) were able to get their
issue resolved or referred to ADR ahead of the current, eight
week threshold. We were concerned that a material number of
consumers waited an additional two weeks, continuing to
potentially incur harm or detriment, before being given access to
ADR to get a resolution.
Following consultation, we are now reducing the timeframe before
consumers can access ADR from eight weeks to six. This will
ensure the ADR system remains effective, and help consumers get
their complaints resolved quickly.
This change will come into effect from April 2026.
Re-approval of Communication Ombudsman and CISAS
Ofcom is also re-approving both Communications Ombudsman
(formally known as Ombudsman Services) and the Communications and
Internet Services Adjudication Scheme (CISAS) as ADR schemes for
the telecoms sector. Our review found they are working well and
continue to meet the statutory assessment criteria under the
Communications Act.
Ofcom has today revealed that 26 community radio stations across
the UK benefited from Community Radio Fund grants last year.
The Community Radio Fund was established to support the core
costs of running not-for-profit community radio stations. The
Fund is allocated by the Department for Culture, Media and Sport
and managed by Ofcom.
Last year, a total of £467,197.20 was made available to stations
across the UK, with grants ranging from £4,320 to £33,854. The
average amount awarded in the 26 grants was £17,960.
The future of community radio
This coming year, community radio stations across the UK are set
to benefit from a significant boost to the Community Radio Fund,
as the pot available for funding has increased to £900,000.
The application window for the 2025-26 round is expected to open
in early September.
