Customer Service Plan

CSP Common Sections - version 01

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Excludes ISDN30 and Northern Ireland

Process Outline: DNA is a service to improve the appointment date following an Openreach engineer delaying an appointment as “No Access” and the end customer disputes that an Openreach engineer attended during the scheduled appointment slot.

Opening hours 08:00-18:00 Monday-Saturday

Target dispute decision: Aim is to respond to all DNA requests in less than 4 working hours during the above times.

6.01. Acceptance Criteria 

The DNA claim will be accepted if ANY of the following statements are true:

1.         Engineer On Site Time has not been recorded, or has been recorded outside of the agreed appointment slot.

2.         There is NO evidence that the engineer attempted to contact the end customer on the number quoted on the job.

3.         A confirmed location / description of the property is not present (Photo evidence may be available to support), or an explanation on why the engineer was unable to access the premises.

6.02. Rejection criteria 

The claim will be rejected if there is evidence of ALL the following:

1.         Engineer On Site Time has been recorded inside the agreed appointment slot.

2.         There is evidence that the engineer attempted to contact the end customer on the number quoted on the job.

3.         A confirmed location / description of the property is present. (Photo evidence may be available to support) or an explanation on why the engineer was unable to access the premises.

6.03. How to register a DNA claim

Step 1: To ensure the order or fault remains fluid, please reappoint with a future date as per appointment availability.

Step 2: Complete the online form by clicking here

Openreach accept / reject decision:

1.         Replies will be sent back via email to the originator.

2.         Record of the outcome of the DNA claim will also be viewable via HUD, Fault Tracker / View My Job

6.04. To dispute the first decision 

Step 1 – Fill out the DNA form here and tick “yes” in Q9

NB - Disputed rejections can be challenged, with justification, where they will be reviewed, and a final decision made.