Telecommunications Regulator Approves New Internet Dispute Resolution Service in the UK

UK telecommunications regulator Oftel recently approved in principle the Communications and Internet Services Adjudication Scheme (CISAS) as a new Internet dispute resolution service.   The CISAS was developed by the UK's ISP trade group, the Internet Service Providers Association (ISPA), and telecommunications companies Orange, Telewest, and T-Mobile to provide an independent means of resolving disputes between ISPA members and their customers.   The CISAS will launch on December 9, 2003 and will be administered by the Chartered Institute of Arbitrators, widely recognised as one the world's leading arbitral agencies. As is the case with many industry co-sponsored ADR systems, the CISAS can only be used if a customer with a complaint has used the internal complaints procedure of the company and the dispute remains unresolved. An independent adjudicator who finds in favour of the customer also may request that the company do any or all of the following: pay the customer compensation up to an amount of £5000; provide an apology or explanation to the customer; or provide the customer with a product or service, or take some practical action that will benefit the customer. In addition, the adjudicator may also recommend that the company make changes to its general policies or procedures. For the CISAS Guidance Notes from the Chartered Institute of Arbitrators, visit: http://www.arbitrators.org/cisas/guidance_notes.htm. To view the ISPA's press release, visit: http://makeashorterlink.com/?T442257B6. For more information, visit: http://uk.news.yahoo.com/031120/36/eeidc.html; http://www.arbitrators.org/cisas/index.asp; http://www.theregister.co.uk/content/22/34088.html; or http://makeashorterlink.com/?M272167B6. Summary by: Nicholas Wong