As anyone that follows my blog knows I have some "views" on ADR! I feel like a dark part of my life has come back to haunt me just typing those three letters. I may go and lie down for a bit...
However, apart from a lot of scathing suggestions, I have made one concrete proposal that there should be some sort of on-line service to allow complaints to be registered to an ISP/telco. This would then automate the escalation to ADR, and allow the ombudsman access to the debate and evidence. It would avoid any confusion over whether something is a "formal complaint", the date of complaint, the content of the complaint, and if it has already been resolved or not.
Evidence re ADR (PDF).
The other point of interest is consumer switching. What is crazy is that OFCOM just finished a process of consultation and change to move broadband switching from 5 working days to 10 working days lead time, and gaining provider led. BIS want 7 working days!
Again, I have come up with a concrete proposal - one that avoids the need for a trade off between a long lead time to avoid slamming, and a short lead time for convenience. Simply add a positive confirmation message via losing provider (just as there is a reject via losing provider now) allowing order to move back to earlier completion date (even next day). This solves a lot of problems in one go, even the issue of fixing mistakes.
Evidence re Switching (PDF).
Let's see what they say.