Alternative dispute resolution (ADR) schemes are independent bodies that carry out impartial assessments of unresolved complaints between a customer and their communications provider.
The process is designed to help ensure fair and effective complaints handling, and empowers consumers in their relationship with their provider.
In November 2023, Ofcom launched a review of how effectively the current ADR system is working, including carrying out research among telecoms consumers to understand their experiences. Following consultation, it has now decided to strengthen the rules.
Current 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.
The Ofcom review looked at whether this length of time remains right in today’s market.
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Figures from the regulator show that 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 six weeks, only around one in five (19%) were able to get their issue resolved or referred to ADR ahead of the current, eight-week threshold.
Ofcom said it was 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.
So, following consultation, it is now reducing the timeframe before consumers can access ADR from eight weeks to six. The change will come into effect from April 2026.
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.
