- CISAS (the Communications and Internet Services Adjudication Scheme) is one of two alternative dispute resolution schemes approved by Ofcom under the Communications Act 2003.
- Ofcom requires every residential and small-business landline provider to belong to an approved ADR scheme, either CISAS or the Communications Ombudsman.
- A complaint can usually be referred to CISAS once it has been deadlocked or has remained unresolved for eight weeks, whichever comes first.
- CISAS adjudication is free to the consumer; the provider funds the scheme.
- A CISAS decision is binding on the provider once the consumer accepts it, but the consumer remains free to reject it and pursue other routes.
CISAS is an Ofcom-approved ombudsman scheme that adjudicates landline disputes for free once a provider issues a deadlock letter or eight weeks pass without resolution. It can order refunds, compensation, apologies and corrective action.
Last reviewed: June 2026
What CISAS is and why it exists
When a landline dispute stalls and the provider will not budge, the consumer is not left with the courts as the only option. CISAS, the Communications and Internet Services Adjudication Scheme, is an independent adjudication body that decides telecoms complaints. It sits alongside the Communications Ombudsman as one of two schemes that Ofcom has approved to provide alternative dispute resolution, often shortened to ADR, under the framework set out in the Communications Act 2003.
The principle behind ADR is straightforward. Telecoms is an essential service, individual complaints are often low in monetary value, and taking a phone company to court would be disproportionate for most households. An approved scheme gives the consumer an impartial adjudicator at no cost. Ofcom oversees the schemes, sets the rules they must follow and checks that they handle cases fairly, but Ofcom does not run the adjudications itself.
Which landline providers are covered by CISAS
Ofcom rules require every provider of fixed telephone services to domestic and small-business customers to be a member of an approved ADR scheme. Each provider belongs to one scheme only, so a given landline company is signed up to either CISAS or the Communications Ombudsman, not both. The consumer cannot choose which scheme hears the case; it is determined by where the provider holds membership.
To find out which scheme applies, a customer can check the provider's complaints code of practice, ask the provider directly, or use the scheme finder that Ofcom publishes. If a provider is registered with CISAS, that is the route the dispute will take. The same eight-week and deadlock rules apply regardless of which of the two schemes a provider belongs to, because both operate under Ofcom approval.
When a landline dispute can be referred
CISAS will not look at a complaint that has not first been put to the provider. The provider must be given the chance to resolve the matter through its own complaints process. A consumer becomes eligible to refer to CISAS in one of two situations. The first is a deadlock letter, which is a written statement from the provider confirming that its internal process is exhausted and the dispute cannot be resolved between the two parties. The second is the passage of time: if eight weeks have elapsed since the complaint was first raised and it remains unresolved, the consumer can go to CISAS even without a deadlock letter.
This eight-week threshold is a protection. It stops a provider delaying indefinitely and prevents the consumer from being trapped in a complaints loop. Keeping a record of when the complaint was first made, and of every reference number and reply, makes it easier to demonstrate eligibility when the case is referred.
How the CISAS process works step by step
The table below sets out the typical CISAS landline dispute process from first complaint to outcome. Each stage has its own purpose, and the consumer keeps control of whether to accept the final decision.
| Stage | What happens | Who acts |
|---|---|---|
| 1. Complain to provider | Raise the issue through the provider's complaints process and keep records | Consumer |
| 2. Reach deadlock or 8 weeks | Obtain a deadlock letter or wait until eight weeks pass unresolved | Consumer and provider |
| 3. Submit application | Send the complaint and evidence to CISAS online or by post | Consumer |
| 4. Provider response | The provider files its defence and any supporting evidence | Provider |
| 5. Adjudication | An independent adjudicator reviews both sides and issues a written decision | CISAS |
| 6. Accept or reject | The consumer accepts or rejects; acceptance binds the provider | Consumer |
Applications can be made online or in writing, and there is no fee for the consumer at any stage. The adjudicator decides the case on the documents submitted by both parties, so the strength of the written evidence matters more than anything said over the phone.
What CISAS can and cannot award
CISAS adjudicators decide cases on the basis of the contract between the parties, the provider's published terms, relevant regulation and what is fair and reasonable. The remedies available reflect the nature of telecoms disputes. An adjudicator can order a provider to refund money that was wrongly charged, to credit or cancel disputed amounts, to pay compensation for loss or inconvenience caused, to carry out a specific action such as completing a repair or releasing a number, and to issue a written apology where appropriate.
There are limits. CISAS deals with consumer and small-business telecoms complaints, not with matters that belong elsewhere. It does not set the price of services, does not punish providers with fines that go to the consumer, and does not handle disputes that fall outside its scheme rules. Awards are intended to put the consumer back in the position they should have been in, not to deliver a windfall. If the consumer accepts the decision, it becomes binding on the provider, which must then comply.
Timelines and what to expect
CISAS operates to published timescales for each stage, and the scheme is designed to be quicker and lighter than litigation. Once an application is accepted as eligible, the provider is given a set period to respond, after which the adjudicator works to a defined deadline to issue the decision. The exact number of working days for each step is set out in the current CISAS scheme rules, which should be checked at the time of applying because schemes update their procedures.
Throughout the process the consumer should keep copies of every document submitted, note the case reference and respond promptly to any request for further information. A clear, dated timeline of events, copies of bills, and the deadlock letter or evidence of the eight-week period form the backbone of a strong application. If the decision is accepted and the provider fails to comply, that failure can itself be reported, because compliance with accepted decisions is part of the scheme's approved conditions.
Preparing a strong CISAS application
The outcome of a CISAS case rests heavily on the quality of the written submission, because the adjudicator decides on the documents rather than on a phone conversation. A persuasive application opens with a short, factual account of what went wrong and what resolution is being sought. It then supports that account with evidence: copies of the bills in dispute, the contract or terms relied upon, screenshots or letters from the provider, and a dated record of each contact made during the complaint. Vague assertions carry little weight, whereas a clear chronology backed by paperwork is far harder for a provider to rebut.
It also helps to be specific about the remedy. Stating exactly what is being claimed, whether a precise refund figure, the cancellation of a named charge, the completion of a repair or a sum for inconvenience, gives the adjudicator a concrete request to rule on. Exaggerated or unsupported claims can undermine an otherwise good case, so the request should be proportionate to the actual loss. Keeping the tone factual rather than emotive, and answering any follow-up question from the scheme promptly, keeps the case moving and presents the consumer as reasonable and well organised.
What happens after the decision
Once the adjudicator issues a written decision, the consumer chooses whether to accept or reject it. Acceptance is the moment the decision becomes binding: the provider must then carry out whatever the adjudicator ordered, within the timescale set out in the scheme rules. Rejection leaves the consumer free to pursue other avenues, including the small claims route through the courts, although that path carries its own costs and effort. Because acceptance closes off the dispute for good, it is worth reading the decision carefully before responding.
If a provider that is bound by an accepted decision fails to deliver the ordered remedy, that non-compliance can be raised, since adherence to accepted decisions forms part of the conditions under which the scheme operates with Ofcom approval. For most consumers, however, an accepted decision is the end of the matter and the provider complies. The combination of a free, independent adjudication and a binding outcome is precisely what makes the scheme a practical alternative to litigation for everyday landline disputes.
Frequently Asked Questions
What is the landline ombudsman?
The term landline ombudsman usually refers to an Ofcom-approved alternative dispute resolution scheme that decides telecoms complaints independently. CISAS is one of the two approved schemes; the Communications Ombudsman is the other. The relevant scheme for any landline depends on which one the provider has joined.
How do I complain about my landline to CISAS?
First complain to the provider and allow it to resolve the matter. Once you have a deadlock letter or eight weeks have passed without resolution, you can submit an application to CISAS online or in writing, including your evidence and a record of the dispute. There is no fee to the consumer.
What can CISAS award for a landline dispute?
An adjudicator can order refunds, the cancellation of wrongly applied charges, compensation for loss or inconvenience, a specific corrective action such as a repair, and a written apology. The aim is to put the consumer back in the position they should have been in rather than to impose a penalty.
How long does CISAS take for landline complaints?
CISAS works to published timescales for each stage, giving the provider a set period to respond before the adjudicator issues a written decision. The process is intended to be faster than going to court. Check the current CISAS scheme rules at the time of applying for the precise number of working days.
Do all landline providers use CISAS?
No. Ofcom requires every domestic and small-business landline provider to belong to an approved ADR scheme, but each provider joins only one. A given provider uses either CISAS or the Communications Ombudsman, so you should confirm which scheme covers your provider before applying.
