This is the third version of the ITSPA Code of Practice, which focuses on addressing the requirements for services that
are offered to residential customers. The Code will continue to evolve as the VoIP market develops. The third version
was adopted at the 6th ITSPA AGM on 30th June 2011.
 
Version 3.0 of the ITSPA Code of Practice can be viewed here.
 
For further information, please contact the ITSPA Secretariat.
 
Should a customer wish to complain that an ITSPA member is not compliant with the mandatory ITSPA Code of Practice, then they should contact the ITSPA Secretariat. The complaints procedure can be found below.

ITSPA Code of Practice Complaints Procedure - click here.

CISAS

Under section 54 of the Communications Act, all Communication providers must provide its customers with access to an independent dispute resolution procedure, should a customer be unable to resolve a dispute with its Communication provider. CISAS and Otelo are the two Ofcom approved schemes.

As part of ITSPA membership, ITSPA members can join CISAS (Communication and Internet Services Adjudication Scheme) without any extra charge.

Customers must give the company a chance to settle their complaint before applying to CISAS. Customers can apply to use CISAS if their complaint has not been settled within 8 weeks of first complaining to the company, or if the company has referred the customer to the scheme. An application form must be sent to CISAS within nine months of first complaining to the company.

Click here for the CISAS website: http://www.cisas.org.uk/