|ITSPA Code of Practice - version 3.0
This is the third version of the ITSPA Code of Practice, which focuses on addressing the requirements for services that
ITSPA Code of Practice Complaints Procedure - click here.
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 Communications - Ombudsman services 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/