Customer Service Plan

CSP Common Sections - version 01

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This document is the Customer Service Plan (CSP) for sections common to two or more CSPs.

The purpose of this Customer Service Plan (CSP) is to set out the agreed day to day working practices between Openreach, all the Communications Providers and where appropriate their Third Party Integrators (TPIs) within industry.  In addition it will provide assistance and useful information to enable you to work with Openreach to provide the best possible service to your end customers.  This Plan complements the existing information that Openreach publishes via its website www.openreach.co.uk

1.01. Equivalence 

Openreach provides products and services to Communication Providers (CPs) on an "equivalent" basis.  This obligation is embodied in the BT Undertakings given to the telecoms regulator Ofcom in September 2005.  Further detail of this can be found at: www.openreach.co.uk/orpg/home/aboutus/equivalence/equivalence.do

If you believe there is an issue of equivalence you can raise this directly with the Openreach Business Integrity team by sending an email to integrity@openreach.co.uk

The CSP is intended to be a live document and as such will be reviewed on a regular basis to maintain its effectiveness.

1.02. Revisions 

These pages are the online format of the CSP and contain the same information, and are separated into the key headings on the left hand menu to makes it quicker and easier to access the information.

See section “99 – Change Log” for a list of changes and amendments.

To receive automatic alerts when this CSP is updated, click “follow this page” on the top right of the page:

1.03. Notice

The information within this document and the online these pages are provided for information purposes only and are . The document and the online pages are subject to update and change. However, BT maintains that all reasonable care and skill has been used in the compilation of this publication and BT shall not be under any liability for loss or damage (including consequential loss) whatsoever or howsoever arising as a result of the use of this publication by the reader, his servants, agents or any third party. In the event of a discrepancy between the content of this document and the contract Terms and Conditions the contract shall take precedence.

1.04. The Heads-Up Display (HUD)

The HUD is a self-service tool that lets you manage a provision order and view Engineering Notes and Customer Service Management (CSM) notes, relating to your orders without the need to call the Openreach CSM.

The latest information about the HUD including access arrangements can be found on the Openreach website, via “My Dashboard” www.openreach.co.uk

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