- CISAS is one of the Ofcom-approved alternative dispute resolution (ADR) schemes for communications complaints.
- You can refer a complaint after six weeks without resolution, or sooner with a deadlock letter.
- It can award remedies including financial compensation, action to fix the problem, and reconnection.
- The scheme is free for consumers to use, and a decision is binding on the provider if you accept it.
When a broadband complaint cannot be resolved with the provider, an independent ombudsman scheme steps in. CISAS is one of the approved schemes for communications disputes, and it gives consumers a free, binding route to redress without going to court. Knowing how it works, and what it can do, makes it far less daunting to use.
What CISAS is
CISAS is one of the alternative dispute resolution schemes approved to handle communications complaints, including broadband. Every communications provider must belong to an approved ADR scheme, and where your provider belongs to CISAS, it is the body that will independently review your unresolved complaint. It is independent of the provider and free for you to use.
How to refer a complaint
You can take your complaint to CISAS once six weeks have passed since you first raised it with the provider without resolution, or sooner if the provider gives you a deadlock letter. You submit your case with your evidence, the documented timeline, speed logs, correspondence you have been building. CISAS then reviews both sides and reaches an independent decision.
What it can award
CISAS can order a range of remedies. These include financial compensation for the impact of the problem, requiring the provider to take action to fix a fault or correct a billing error, reconnection of a service, and sometimes an apology or explanation. The aim is to put right the specific harm you have suffered, based on the evidence presented.
Referral process and outcomes
| Stage | What happens |
|---|---|
| Eligibility | Six weeks elapsed or a deadlock letter |
| Submission | Submit your case and evidence |
| Review | CISAS independently assesses both sides |
| Decision | Compensation, repair, reconnection or other remedy |
Is the decision binding?
A CISAS decision is binding on the provider if you accept it, while you remain free to reject it and pursue other routes such as the courts. This asymmetry favours the consumer: you get an independent ruling that the provider must honour if you are satisfied with it, at no cost, without giving up your other options. That is what makes ADR such a valuable step before considering court action.
Frequently asked questions
What is CISAS?
CISAS is one of the Ofcom-approved alternative dispute resolution schemes for communications complaints, including broadband. Where your provider belongs to CISAS, it independently reviews your unresolved complaint. It is independent of the provider and free for consumers to use.
How do I refer a complaint to CISAS?
You can refer a complaint once six weeks have passed since you first raised it with the provider without resolution, or sooner with a deadlock letter. Submit your case with your evidence, the timeline, speed logs and correspondence, and CISAS reviews both sides.
What can CISAS award?
CISAS can order financial compensation for the impact of a problem, require the provider to fix a fault or correct a billing error, order reconnection of a service, and sometimes require an apology or explanation. The aim is to put right the specific harm you suffered.
How long does CISAS take?
Timescales vary with the complexity of the case, but ADR schemes aim to resolve disputes within a defined period after you submit a complete case. Submitting a clear, well-evidenced case helps the process run smoothly. Check CISAS's current published timescales when you apply.
Is the CISAS decision binding?
A CISAS decision is binding on the provider if you accept it, while you remain free to reject it and pursue other routes such as the courts. This means you get an independent ruling the provider must honour if you are satisfied, without giving up your other options.
