Customer Service Plan

CSP Common Sections - version 01

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13.01. Best Practice Guide

A best practice guide showing the step-by-step process of raising a complaint can be found on the Openreach portal: https://www.openreach.co.uk/cpportal/help/guides

13.02. Live order or fault 

If you feel that part of Openreach is failing to deliver to your required standards or we are not being sufficiently responsive, on a live order or fault please use the escalation path for each product as documented in the appropriate CSP.    

13.03. After a provision or repair 

If you have a complaint that does not involve a live order or fault, please ensure you are registered with an account on the Openreach portal and are logged in before following these instructions. Only registered Communications Providers on the portal will be able to follow this process.

To raise a complaint, please select ‘Help & Support’ from the top menu bar, select ‘How to contact Openreach’ from the drop-down menu. Click on the ‘Communications providers click here to contact us’ link.  Here you’ll be guided through making the right contact choice for the topic you want to speak to Openreach about. Please make sure you pick the right topic for what you need and follow the contact path provided.

For issues regarding ‘Getting more info on closed orders or faults’ and ‘Openreach people doing something wrong.’(e.g. quality of workmanship, behaviour, low wires or exposed cabling when not unsafe or not service affecting etc.)  eChat is the best and quickest way to contact us.  Log into the Openreach portal and click on EiVA logo  found in the bottom right-hand corner of the Dashboard page    and select “Connect to desk agent” and “After Service” option. The opening hours are Monday to Saturday, 8am - 6pm and Sunday, 10am - 4pm. We’ll help you here or take more complex issues away, provide you with a reference and keep you updated as the complaint progresses.

To assist with the investigation of your complaint, please provide as much information as possible, in particular the telephone number / address that the complaint is about, any job numbers/order references.  Your contact details will be automatically entered once you are a registered user i.e. DUNs ID, a contact name/number and email address.

13.04. Problems raising a complaint on eChat

If you experience problems raising a complaint via eChat we have four levels of help available – please start at Step 1 and work up the list in sequence.