Alternate Dispute Resolution

In cases where a consumer complaint becomes a long running dispute, the parties involved can apply to the Authority to seek redress via an Alternate Dispute Resolution (ADR).

In an Alternate Dispute Resolution, the ICT Authority intervenes by mediating or facilitating negotiation between the different parties   to enable them to reach a settlement to their dispute by negotiation.  

The ADR is set up through the ICTA and is held at the Authority on condition that the disputing parties have agreed to try to resolve their dispute through an ADR process. The chief advantages are that they circumvent the cost and protracted time spans that full-scale court processes entail.

 ADR as conducted under the auspices of the ICT Authority can  very much be considered a value added activity but it is above all a voluntary process and does not preclude any of the parties from embarking on a full blown legal process should they wish to do so.

It must be underlined that the ICT Authority will deploy the ADR only when it is satisfied that the parties involved in a complaint have come to an impasse and have exhausted all available means to resolve their dispute.