Scheme Agent

Dispute Resolution Services Limited

Dispute Resolution Services Limited has been appointed as the Scheme Agent, the independent party responsible for running the day to day operations of the Telecomunications Dispute Resolution Scheme ("Scheme") which went live on 30 November 2007. 

The role of the Scheme Agent is to:

1. investigate valid customer disputes in accordance with the Code;
2. engage the adjudicator(s) as approved by the Council;
3. encourage and promote good practice for the handling of customer complaints by Scheme Members;
4. undertaking promotion in accordance with the approved business plan for the Scheme;   
5. maintain a register and contact details of all Scheme Members;
6. propose the business plan and budget for the Scheme and maintain the records of the Scheme;
7. prepare regular reports on the Scheme;
8. invoice Scheme Members  for costs associated with the Scheme;
9. provide guidance to Scheme Members on the processes to be followed, as set out in the Code;
10. promptly report any complaints from customers or Scheme Members about the Scheme to the Council;
11. provide a website with information on the Scheme.

For Dispute Resolution Services Limited contact details, click here.