# Alternative Dispute Resolution (ADR) – CISAS
Last updated: 21 November 2025
If you have a complaint about our services that we have not been able to resolve, you may be able to use an Alternative Dispute Resolution (ADR) scheme.
Our ADR scheme is:
**CISAS (Communications & Internet Services Adjudication Scheme)**
Status: Membership pending approval
ADR is an independent service that can resolve certain disputes between telecoms providers and their customers.
You can normally take your complaint to ADR if:
– You have first tried to resolve the matter with us; and
– Either 8 weeks have passed since you first complained, or we have sent you a “deadlock” letter.
More information about how to access ADR, including our membership details, will be published here once our membership is fully confirmed. In the meantime, please refer to our Complaints Code of Practice and contact us at admin@vgtelco.com if you have any questions.