What is the correct way to complain to Orange in the first instance. I have looked on the OFCOM website, and they say the steps are to
a) complain to ISP
b) complain to Alternative Dispute Resolution (ADR) scheme, which I am assuming is the ISPA
But I can't find where to complain to Orange on their website
Basically, you put your complaint by email, phone or in writing to the Rotherham office. I would put it in writing and send it recorded delivery. If they can not resolve complaint after 13 weeks or you reach dealock within this 13 week period you can ask for a reference number and pass compliaint to CISAS (Chartered Institute of Surveyors) They will then arbitrate and any decision is binding on Orange but not on you. CISAS is the chosen arbitrator that Orange use under thier ADR system. CISAS will not get involved until you have exhausted the Orange complaints procedure.
I do not think anyone should have to wait 13 weeks especially if its a connection problem this company is a complete farce.
sweeperdog fill in an ISPA complaint form or you wont get anywhere with Orange staff it seems they think a contract works only one way.
Will do. Thought you had to wait 5 days, although I did mention the cr@p speeds last Friday before I went on holiday, they seemed aware that I was referring to the same call when I called them tonight
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Im afraid Orange staff prey on customers that arent aware of their tactics you clearly are ive seen ur posts their threats of "your still in contract" and most other ISP's will not accept an LLU MAC" etc scripts is now obsolete threaten them with Ofcom too.
_________________ ex Freeserve/Wanadoo/Orange Blog
I do not think anyone should have to wait 13 weeks especially if its a connection problem this company is a complete farce.
Unfortunately this is the norm within the industry and agreed with OFCOM by ISPA on behalf of its members. Hopefully, ISPA will help in this case but there have been cases of late where ISPA have been advising complaintants that they can not get involved unless the ISPs internal complaints procedure has been fully exhausted. May not be right but unfortunately thats the way its setup. Its exactly the same with BT in respect of your phone line so its not just restricted to broadband ISPs.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Im sorry i disagree with you its not the norm and we are not concerned about BT and what happens with them these are Orange customers in despair with their connections that nobody at Orange customer so called care couldnt careless about as long as they keep their commition for trying their hardest from preventing people leaving which is a disgrace, my experience with this excuse of a company was only resolved by contacting the ISPA which they resolved it within 4 hours.
I suggest u read more posts on this forum.
_________________ ex Freeserve/Wanadoo/Orange Blog
The poster asked for the facts as to the complaints procedure which is what was provided. It was also highlighted that this 13 week time period is used and agreed across the industry and also outwith. Normal or not, agree with it or not, its a fact.
pass compliaint to CISAS (Chartered Institute of Surveyors) .
LOL
Sweeperdog, I've just seen this. A little confused I must say. CISAS stands for Communications & Internet Services Adjudication Scheme. They are the independent adjudicators that Orange use under their ADR scheme. There are a few of these companys all sanctioned by OFCOM. It is upto each ISP which one they wish to use under thier ADR scheme. Incidently, ISPA is not part of or sanctioned to act as an organisation under the ADR scheme.
pass compliaint to CISAS (Chartered Institute of Surveyors) .
LOL
Sweeperdog, I've just seen this. A little confused I must say. CISAS stands for Communications & Internet Services Adjudication Scheme. They are the independent adjudicators that Orange use under their ADR scheme. There are a few of these companys all sanctioned by OFCOM. It is upto each ISP which one they wish to use under thier ADR scheme. Incidently, ISPA is not part of or sanctioned to act as an organisation under the ADR scheme.
See post #2 in the thread by yourself tvman - I think you had a slight slip that day
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